Deputy General Manager-Facility Management and Handover

Larsen & Toubro; Mumbai; On-site; INR 1,200,000 - 2,400,000; Full time

Job summary

Larsen & Toubro in Mumbai seeks an experienced Facilities Manager to oversee site operations, manage annual budgets and CAM expenditures, and ensure service standards across all common areas.

You will lead FM teams, coordinate with vendors, RWAs, and tenants, drive cost optimization, and ensure safety, maintenance, and customer satisfaction at the property.

Responsibilities

• Prepare and manage annual operating budgets and CAM expenditures.
• Control operational costs while maintaining service standards.
• Monitor vendor bills, provisions, CAM recovery support, and budget adherence.
• Drive cost optimization and efficiency initiatives.
• Own resident/tenant satisfaction and overall customer experience at the site.
• Act as the escalation point for customer grievances and critical service issues.
• Drive timely closure of complaints and improve customer satisfaction scores.
• Maintain strong relationships with RWAs, resident committees, occupiers, and key stakeholders.
• Ensure seamless operations and maintenance of the property, common areas, amenities, and infrastructure.
• Drive high standards of housekeeping, security, landscaping, engineering services, and customer support.
• Monitor service quality, SLA adherence, and operational performance across all functions.
• Ensure optimal uptime of common area facilities and critical infrastructure.
• Oversee MEP systems, fire & safety systems, utilities, lifts, DGs, STPs, WTPs, HVAC, and common area assets.
• Ensure preventive maintenance schedules and asset lifecycle management.
• Monitor utility consumption and implement efficiency improvement initiatives.
• Manage IFM partners, security agencies, housekeeping contractors, technical vendors, and specialist service providers.
• Ensure compliance with SLAs, contract deliverables, and performance standards.
• Conduct periodic vendor reviews and performance assessments.
• Ensure compliance with statutory requirements, safety standards, and operational policies.
• Drive closure of audit observations and risk mitigation measures.
• Ensure implementation of SOPs across facility operations.
• Maintain emergency preparedness and business continuity plans.
• Lead society formation and handover activities in coordination with Projects, CRM and Legal teams, transition, and governance activities where applicable.
• Coordinate with resident associations and commercial occupiers on operational matters.
• Ensure smooth move-in, move-out, NOC, and tenant/resident management processes.
• Lead and develop site FM teams including Building Managers, Tower Leads, Engineers, Security, Fire & Safety, Horticulture, and Customer Relations personnel.
• Drive a culture of accountability, customer centricity, and operational excellence.
• Build team capability through coaching and performance management.

Job description

Financial / Functional perspective

Prepare and manage annual operating budgets and CAM expenditures.

Key Responsibilities / Accountabilities

Financial / Functional perspective

• Prepare and manage annual operating budgets and CAM expenditures.
• Control operational costs while maintaining service standards.
• Monitor vendor bills, provisions, CAM recovery support, and budget adherence.
• Drive cost optimization and efficiency initiatives.

Customer & Occupant Experience

• Own resident/tenant satisfaction and overall customer experience at the site.
• Act as the escalation point for customer grievances and critical service issues.
• Drive timely closure of complaints and improve customer satisfaction scores.
• Maintain strong relationships with RWAs, resident committees, occupiers, and key stakeholders.

Property Operations & Service Delivery

• Ensure seamless operations and maintenance of the property, common areas, amenities, and infrastructure.
• Drive high standards of housekeeping, security, landscaping, engineering services, and customer support.
• Monitor service quality, SLA adherence, and operational performance across all functions.
• Ensure optimal uptime of common area facilities and critical infrastructure.

Technical & Infrastructure Management

• Oversee MEP systems, fire & safety systems, utilities, lifts, DGs, STPs, WTPs, HVAC, and common area assets.
• Ensure preventive maintenance schedules and asset lifecycle management.
• Monitor utility consumption and implement efficiency improvement initiatives.

Vendor & Contract Management

• Manage IFM partners, security agencies, housekeeping contractors, technical vendors, and specialist service providers.
• Ensure compliance with SLAs, contract deliverables, and performance standards.
• Conduct periodic vendor reviews and performance assessments.

Compliance, Audit & Risk Management

• Ensure compliance with statutory requirements, safety standards, and operational policies.
• Drive closure of audit observations and risk mitigation measures.
• Ensure implementation of SOPs across facility operations.
• Maintain emergency preparedness and business continuity plans.

Society / Tenant Management

• Lead society formation and handover activities in coordination with Projects, CRM and Legal teams, transition, and governance activities where applicable.
• Coordinate with resident associations and commercial occupiers on operational matters.
• Ensure smooth move-in, move-out, NOC, and tenant/resident management processes.

Team Leadership

• Lead and develop site FM teams including Building Managers, Tower Leads, Engineers, Security, Fire & Safety, Horticulture, and Customer Relations personnel.
• Drive a culture of accountability, customer centricity, and operational excellence.
• Build team capability through coaching and performance management.