Assistant Manager- Operations (FMS)

Crest Property Solutions Private Limited; Mumbai; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Crest Property Solutions Private Limited in Mumbai seeks a seasoned Facilities Management Operations Manager to lead the FMS division, drive service delivery, and grow the portfolio. You will manage maintenance, safety standards, and client satisfaction while coordinating with sales and service teams to renew or expand contracts.

The role demands strong leadership, data-driven decision making, and experience in FM or hospitality settings.

Qualifications

• Graduate in any discipline; Hotel Management or relevant field preferred.
• Master’s degree considered advantageous.
• Minimum 4+ years in operations management (FM, hospitality, or related sectors).

Responsibilities

• Oversee FMS operations including maintenance, housekeeping, security, landscaping and allied services.
• Develop, implement and enforce SOPs, procedures and quality & safety standards.
• Track KPIs, identify inefficiencies and lead continuous improvement projects.
• Ensure compliance with health, safety and environmental regulations via audits.
• Manage client relationships and renew/expand contracts with sales/service teams.
• Formulate and execute sales and business development strategies; close new contracts.
• Own regional P&L, budgets, pricing, and vendor terms; drive cost optimization.
• Provide accurate financial reporting, forecasting and management insights.

Skills

Leadership

Team management

Analytical skills

Verbal & written communication

Client-focused

Negotiation

Problem solving

Commercial acumen

Education

Bachelor’s degree in Hotel Management / relevant field

Master’s degree an advantage

Tools

MS Office

ERP

Reporting tools

Job description

Job Purpose

Lead and optimize day-to-day operations of the Facility Management Services (FMS) division in the assigned region while actively driving new business growth. Ensure high-quality service delivery, strong client relationships, operational efficiency, and achievement of revenue and profitability targets through effective leadership, process excellence, and strategic business development.

Job Purpose

Lead and optimize day-to-day operations of the Facility Management Services (FMS) division in the assigned region while actively driving new business growth. Ensure high-quality service delivery, strong client relationships, operational efficiency, and achievement of revenue and profitability targets through effective leadership, process excellence, and strategic business development.

Key Responsibilities And Accountabilities

• Operational Management
• Oversee complete FMS operations including maintenance, housekeeping, security, landscaping, and allied facility services.
• Develop, implement, and enforce standardized policies, SOPs, procedures, and quality & safety standards.
• Track and analyse operational KPIs; identify inefficiencies and lead continuous improvement projects.
• Ensure full compliance with statutory, health, safety, and environmental regulations through regular audits.
• Client Relationship Management
• Serve as the main point of contact for key accounts; deeply understand client requirements and expectations.
• Partner with sales & service teams to create customized solutions and successfully renew/expand contracts.
• Resolve complaints, escalations, and service issues promptly while maintaining high client satisfaction.
• Conduct periodic client review meetings to gather feedback and uncover additional business opportunities.
• Business Development
• Prospect and acquire new clients in the Gujarat
• Formulate and execute effective sales & business development strategies.
• Perform market analysis to identify growth opportunities and monitor competitor activity.
• Prepare compelling proposals, negotiate commercial terms, and close new contracts.
• Build and leverage professional networks through industry events, referrals, and targeted outreach.
• Financial & P&L Ownership
• Prepare and manage the annual operating budget for the region/division.
• Take full ownership of regional Profit & Loss (P&L) – revenue, costs, margins, and variances.
• Drive cost optimization, improve resource productivity, and protect service quality.
• Review and enhance pricing models, contract structures, and vendor commercial terms.
• Deliver accurate financial reporting, forecasting, and insights to senior leadership.

Section IV: Knowledge, Experience & Skills

Educational Qualifications

Graduate in any discipline (Hotel Management / relevant field preferred) Master’s degree an advantage

Experience

Minimum 4+ years in operations management (facility management, hospitality, or related sectors preferred)

Key Competencies

• Strong leadership and team management
• Excellent decision-making and analytical skills
• Superior verbal & written communication
• Client-centric approach with strong negotiation ability
• Data-driven problem solving
• Proficiency in MS Office, ERP, and operational reporting tools
• Sound commercial & business acumen

Key Performance Indicators (KPIs)

• New business revenue & client acquisition targets achieved
• Client retention rate & satisfaction scores (NPS/CSAT)
• Regional P&L – budgeted revenue, EBITDA/margin delivery
• Operational cost efficiency & productivity improvement
• Timely resolution of client issues (SLA adherence)
• Zero critical safety / compliance violations
• Successful execution of process improvements & cost-saving projects
• Preventive vs. reactive maintenance ratio improvement

Typical Daily / Weekly Activities

• Review daily/weekly operational dashboards and site performance reports
• Lead team briefings and set daily/weekly priorities
• Conduct client site visits for inspections, relationship strengthening, and issue resolution
• Progress business development pipeline (leads, proposals, negotiations)
• Monitor budget vs. actuals and initiate corrective actions
• Coordinate with vendors and internal stakeholders for service delivery
• Handle client escalations and follow up on action plans
• Prepare MIS reports and senior management updates

Self-Image Required

• Appearance — Well-groomed, business/formal attire appropriate for client meetings and site visits
• Demeanor — Approachable, calm, solution-oriented, and responsive under pressure
• Presence — Credible, decisive leader who inspires trust in teams, clients, and partners

Essential Personal Traits

• High integrity and ethical conduct
• Strong results orientation and target achievement drive
• Proactive mindset with anticipation of issues
• High energy level and resilience under pressureSharp commercial awareness and negotiation skill
• Collaborative team player
• Positive, solution-focused attitude
• Adaptable to changing client & operational priorities
• Creative thinking for process and business improvement