Center Head

Smartworks; North 24 Parganas District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Smartworks is seeking a Centre Manager to drive end-to-end performance of the center, including client experience, service delivery, vendor management, and profitability. The role oversees client relationships, operations excellence, center readiness, cost control, and people leadership, with a focus on maintaining high standards, achieving SLAs, and delivering revenue opportunities.

Candidates should have 12–15 years in centre management or facilities, with engineering or MBA qualifications,

Qualifications

• Bachelor’s degree in Mechanical, Electrical, Civil, Electronics, or a related engineering discipline.
• MBA/PGDM in Operations, Facility Management, or Business Management would be an added advantage.
• 12–15 years of experience in centre management, facility operations, hospitality, or client-facing environments.
• Strong experience in people and vendor management.

Responsibilities

• Lead client experience, relationships, and governance for the center.
• Ensure centre readiness, service delivery, and adherence to SLAs across operations.
• Manage vendor performance, cost control, and revenue leakage prevention.
• Drive learning & development and nurture a high-performance center culture.

Skills

Strong communication & relationship mg

Operational excellence mindset

Analytical & data-driven decisions

Crisis management & escalation

Coordination with cross-functional

Education

Bachelor’s degree in Mechanical, Electrical, Civil, Electronics or related engineering

MBA/PGDM in Operations, Facility Management, or Business Management (advantage)

Job description

Department: Client Experience and Operations

The Centre Manager is responsible for the end-to-end performance of the center — client experience, operational excellence, service delivery, vendor management, and profitability.

1. Client Experience & Relationship Management

• Serves as the primary point of contact for all clients in the center.
• Conducts regular client meetings to gather feedback and drive satisfaction.
• Manages the entire client lifecycle: move-in, onboarding, experience, engagement, move-out.
• Resolves escalations within committed SLAs and proactively tracks dissatisfaction drivers.
• Drives adoption of Smartworks tech platforms (C-SPOC, ticketing, etc.).
• Supports renewal coordination by highlighting early risks, preparing feedback insights, and partnering with Regional/City leads.

2. Operations Excellence & Service Delivery

• Ensures centre readiness through daily rounds across reception, cafeteria, pantry, washrooms, and client areas.
• Monitors housekeeping, security, pantry, and engineering teams to maintain SLA and quality standards.
• Oversees ticket resolution, prevents recurrence, and ensures timely closure.
• Coordinates with teams to ensure smooth execution of soft and hard services.
• Ensures compliance with cleaning schedules, deep cleaning, and pantry/café standards.
• Owns centre-level profitability, cost control, and revenue leakage management.
• Tracks and drives VAS and supplementary revenue opportunities (meals, events, services, add-ons).
• Manages consumables, electricity usage, and R&M expenses within budget.
• Ensures timely collections by coordinating with clients and the Finance team.
• Prevents revenue leakage through accurate billing, supplementary invoicing, and documentation.
• Ensures uptime and functioning of HVAC, LCM, lighting, FR/VMS systems, and other critical equipment.
• Drives AMC & PPM schedules with adherence and escalates vendor delays.
• Oversees vendor performance across housekeeping, security, pantry, pest control, and engineering.
• Tracks all POs and ensures timely bill submission and approval.
• Maintains standardization across centre equipment, lighting, signage, and hygiene norms.
• Submits daily, weekly, and monthly checklists and management reports accurately and on time.
• Shares incident reports within defined timelines and ensures corrective actions are implemented.
• Escalates builder-related issues and follows up until closure.

6. People Leadership & Capability Building

• Manages center staff and deployed manpower, ensuring discipline, grooming, performance, and attendance.
• Conducts shift briefings and coaches’ teams on service excellence and Smartworks standards.
• Partners on learning and development initiatives for centre teams.
• Fosters a collaborative, high-performance culture aligned with Smartworks values.

Qualifications & Experience

Education

Bachelor’s degree (B.E./B.Tech) in Mechanical, Electrical, Civil, Electronics, or a related engineering discipline

• MBA/PGDM in Operations, Facility Management, or Business Management would be an added advantage

Experience

• 12–15 years of experience in centre management, facility operations, hospitality, or client-facing environments.
• Strong experience in people and vendor management.
• Exposure to commercial buildings, MEP basics, client servicing, and operational governance.

Skills

• Strong communication and relationship management
• Operational excellence mindset
• Analytical and data-driven decision making
• Crisis management and escalation handling
• Coordination with cross-functional teams