Reporting to

Chief Executive Officer (CEO)

CTC:

4.30 lakhs per month

Job Purpose

The Head – Operations (PMS & Hospitality) provides strategic leadership for the Integrated Property Management Services (PMS) and Facility Management Services (FMS) vertical, overseeing technical, soft services, security, club house, and landscaping operations across multiple sites in Maharashtra and Gujarat. By driving customer satisfaction, contract retention, and sustainability, the role ensures a hospitality-driven resident experience, implements Crest SOPs, and builds strong client relationships. The Head – Operations supervises Operations Managers, who manage Property Managers, ensuring seamless service delivery, operational excellence, and scalability.

Key Responsibilities and Accountabilities

1. Strategic Operations Leadership

Vertical Oversight: Lead PMS and FMS operations, ensuring high-quality delivery of technical (e.g., HVAC, elevators, STP), soft services (e.g., housekeeping, waste management), security, and landscaping across all sites.
Crest SOP Implementation: Achieve 100% alignment of standard SOPs with on-site SOPs in CrestView by Q4 FY26, conducting quarterly audits to verify adherence.
Performance Standards: Monitor project-wise SLAs, achieving a 4.2/5 customer satisfaction rating and 100% system uptime (excluding planned maintenance) by Q4 FY26.
Business Expansion: Secure new contracts outside group companies, achieving 100% contract retention and 10% revenue growth by Q4 FY26.

2. Customer and Client Relationship Management

Resident Satisfaction: Drive a 4.2/5 resident satisfaction rating, resolving 95% of complaints within TAT and reducing recurring issues by 20% quarterly through root cause analysis.
Client Engagement: Conduct quarterly strategic meetings with corporate clients and building bodies (e.g., societies, condominiums) to align on goals and deliver two value-add initiatives per site annually.
Helpdesk Oversight: Ensure Operations Managers collaborate with helpdesk teams to update tickets, document root cause analysis for 95% of complaints, and implement preventive plans.
Feedback Integration: Act on resident feedback within 72 hours, sharing Monthly Service Reports (MSRs) to promote knowledge sharing and service improvements.

3. Team Leadership and Development

Supervisory Structure: Oversee Operations Managers, ensuring effective management of Property Managers and frontline staff (e.g., housekeeping, security, electricians, plumbers, gardeners).
Training and Induction: Standardize a 2-week induction for new joiners with assessments, achieving 90% Crest University program attendance and 75% scores in 4 Crest SOP exams by Q4 FY26.
Employee Engagement: Lead quarterly townhalls with R&R programs, inviting the CEO to four major site events annually, and achieve 95% attendance through daily CrestConnect tracking.
Succession Planning: Maintain a 15-month minimum staff tenure with 0% sudden exits, enforcing leave planning and role substitute nominations.
Empanel minimum numbers to have bench strength ready for immediate replenishment

4. Safety and Compliance

Safety Standards: Enforce zero-incident safety protocols, conducting bi-annual audits to ensure compliance across technical, housekeeping, and security operations.
Regulatory Adherence: Ensure 100% compliance with health, hygiene, environmental, and technical regulations, maintaining audit-ready documentation (e.g., waste disposal, lift inspections).
Preventive Measures: Implement preventive maintenance checklists, achieving 100% completion to minimize accidents and disruptions.
Risk Management: Oversee risk assessments, ensuring corrective actions are implemented within 24 hours of identification.

5. Financial and Vendor Management

Profitability: Reduce operational costs by 5% annually through energy-saving initiatives, mechanized cleaning, and optimized resource allocation.
Billing Efficiency: Achieve billing and collection ageing of less than 45 days by Q4 FY26, ensuring accurate CrestConnect data entry and weekly client follow-ups.
Vendor Negotiations: Secure best rates for AMCs and services, conducting monthly performance reviews to ensure SLA compliance.
Inventory Control: Standardize inventory management for critical spares and consumables, triggering requisitions to avoid stockouts.

6. Operational Efficiency and Process Improvement

TAT and Root Cause Culture: Implement TATs for 100% of PMS and FMS complaints in Crest’s systems, with root cause analysis for 95% of issues by Q4 FY26.
Process Standardization: Streamline processes for scalability, achieving a 10% increase in task completion rates through technology adoption (e.g., IoT, digital helpdesk).
Issue Resolution: Maintain a Daily Issue List, resolving escalations within 48 hours and conducting weekly site walkthroughs to address operational gaps.
Continuous Improvement: Share MSRs monthly to drive best practices, ensuring 90% audit scores across sites.

7. System and Facility Uptime

Uptime Assurance: Achieve 100% uptime for critical systems (e.g., DG, lifts, fire systems, STP, OWC, AC, boom barriers) by Q4 FY26, excluding planned maintenance.
Maintenance Strategy: Oversee 100% completion of preventive maintenance tasks, planning upgrades with 15-day notice to minimize disruption.
Vendor Coordination: Develop replacement strategies for ageing equipment, ensuring spares availability for 90% of repairs.
Annual Overhauls: Implement annual checklists and planned shutdowns to enhance system reliability.

8. Sustainability and Professional Development

Waste Management and Green Certification: Achieve green certification (e.g., IGBC) and implement waste management processes across 100% of sites by Q4 FY26, with quarterly waste audits.
Upskilling Leadership: Complete Advanced Excel certification (80% score) and one leadership/facility management certification by Q4 FY26, conducting four Crest University sessions annually.
Crest Way: Cascade Crest SOPs to all sites, ensuring 100% team participation in training and 90% audit scores through standardized processes.
Team Capability: Enhance organizational capabilities by developing Operations Managers and Property Managers, fostering a culture of sustainability and resident focus.

Knowledge, Experience, and Skills

Educational Qualifications

Bachelor’s degree in Engineering (any discipline); MBA highly desirable

Experience

Minimum 20+ years in facility management, with 5+ years leading integrated PMS/FMS operations, managing 2000+ resources across multiple sites

Key Competencies

• Visionary leadership in overseeing technical, soft services, security, and landscaping operations

• 
  Expertise in building client and resident relationships, driving hospitality-driven outcomes

• 
  Strong financial acumen for cost control, vendor negotiations, and profitability

• 
  Proficiency in SLA development, TAT implementation, and root cause analysis

• 
  Analytical skills for MIS reporting, process optimization, and performance tracking

• 
  Exceptional communication and negotiation skills for stakeholder engagement

• 
  Proactive, result-oriented, and adaptable to multi-site operational challenges

• 
  Commitment to Crest’s SOPs, sustainability, and continuous improvement

Key Performance Indicators (KPIs) (looks duplication)

Customer Satisfaction: Achieve a 4.2/5 customer rating by Q4 FY26, with 90% audit scores and two value-add initiatives per site annually.
Contract Retention: Secure 100% contract renewals for FY26, with zero terminations, through proactive client engagement.
Attendance and Productivity: Attain 95% attendance and a 10% task completion increase by Q4 FY26, with training and R&R programs.
Crest SOP Implementation: Achieve 100% SOP alignment in CrestView by Q4 FY26, with 75% scores in quarterly certifications.
TAT and Root Cause Analysis: Implement TATs for 100% of complaints and document root cause analysis for 95% of issues by Q4 FY26.
Waste Management and Green Certification: Secure green certification and implement waste management across 100% of sites by Q4 FY26.

Typical Daily Tasks

Strategic Oversight: Review KPI reports (e.g., customer ratings, uptime, TAT adherence), directing Operations Managers to address gaps.
Client Engagement: Conduct client meetings to review MSRs, discuss value-add initiatives, and secure contract renewals.
Team Leadership: Meet with Operations Managers to align on training, SOP implementation, and staff performance goals.
Helpdesk Oversight: Ensure helpdesk tickets are updated with root cause analysis, monitoring plans to reduce recurring complaints.
Vendor Management: Negotiate contracts and review vendor performance, ensuring SLA compliance for AMCs and services.
Training and Sustainability: Oversee Crest University sessions and waste management audits, ensuring green certification progress.
Financial Review: Track billing ageing, budget variances, and cost-saving initiatives, aligning with clients for timely payments.
Safety and Compliance: Review safety audits and compliance reports, enforcing corrective actions across sites.
Reporting: Consolidate MIS data and prepare strategic reports for the CEO, highlighting operational and sustainability achievements.
Stakeholder Liaison: Engage with building bodies and resident associations to enhance relationships and address concerns.

Self-Image Required

The Head – Operations must project a visionary, professional, and resident-centric image that aligns with Crest’s commitment to operational excellence, sustainability, and hospitality. This includes:

Executive Presence: Maintain a polished, professional appearance, adhering to the organization’s dress code (e.g., business formal).
Strategic Confidence: Display authoritative leadership when managing teams, engaging clients, and driving operational strategies.
Hospitable Approach: Exude empathy and professionalism in resident and client interactions, fostering trust and satisfaction.
Cultural Alignment: Reflect Crest’s values of integrity, safety, sustainability, and customer focus in all interactions.

Traits

The ideal candidate for the Head – Operations role should exhibit the following traits:

Visionary Leader: Drives strategic alignment of multi-site operations with organizational goals, prioritizing resident satisfaction and sustainability.
Analytical Thinker: Uses data-driven insights and root cause analysis to optimize performance, profitability, and complaint resolution.
Resident-Focused: Champions a hospitality-driven culture, ensuring exceptional service delivery across sites.
Proactive Innovator: Anticipates challenges and implements solutions like IoT monitoring, mechanized cleaning, and green initiatives.
Collaborative: Builds strong relationships with clients, vendors, and resident associations to achieve operational success.
Resilient: Manages high-pressure situations, such as multi-site crises or escalations, with composure and decisiveness.
Development-Oriented: Fosters team growth through training, SOP adherence, and succession planning, aligning with Crest’s way.