Head of operations (PSS08093)

Personnel Search Services Group; Mumbai; On-site; INR 4,000,000 - 6,000,000; Full time

Job summary

The Head – Operations (PMS & Hospitality) provides strategic leadership for Integrated Property Management Services and Facility Management Services across multiple sites in Maharashtra and Gujarat. You will drive resident satisfaction, SOP adherence, and contract retention while overseeing Operations Managers and frontline teams to ensure service excellence.

With 20+ years in facility management and a background in engineering (MBA desirable), you will shape governance, performance, and

Qualifications

• Engineering degree required or equivalent
• MBA desirable for strategic leadership roles
• Experience in PMS/FMS operations and facilities management

Responsibilities

• Lead PMS and FMS operations across sites in Maharashtra and Gujarat
• Drive customer satisfaction, contract retention, and sustainability initiatives
• Implement SOPs and audits, ensuring 100% alignment with on-site SOPs
• Oversee Operations Managers and Property Managers to ensure service excellence
• Monitor SLAs, safety standards, and regulatory compliance
• Drive profitability through cost control, vendor management, and process improvements

Skills

Leadership

Client relations

Facilities management

Strategic planning

Education

Bachelor’s degree in Engineering

MBA desirable

Job description

About The Company

It is a leading organisation that provide integrated services like security, maintenance (HVAC, elevators, pools), housekeeping, landscaping, guest house management, and more, aiming to optimize building performance and occupant comfort through professional staffing and technology.

It is a leading organisation that provide integrated services like security, maintenance (HVAC, elevators, pools), housekeeping, landscaping, guest house management, and more, aiming to optimize building performance and occupant comfort through professional staffing and technology.

Position Overview

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 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

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.

SOP Implementation: Achieve 100% alignment of standard SOPs with on‑site SOPs in view 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.

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.

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% University program attendance and 75% scores in 4 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 Connect 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.

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.

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 Connect 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.

Operational Efficiency and Process Improvement

TAT and Root Cause Culture: Implement TATs for 100% of PMS and FMS complaints in 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 site

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.

Required Experience & Qualifications

Education: Bachelor’s degree in Engineering; MBA highly desirable.

Experience: 20+ years in leading facility management companies.

Leadership: Experience managing a team of 2000+ resources under operations.

Technical Expertise: Integrated Property Management including housekeeping, security, landscape, club management, and client relations.

Soft Skills: Visionary leadership, relationship development, communication, team building, result orientation, financial acumen, negotiation, analytical skills, and customer service focus.

Why Consider this Opportunity?

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

Minimum 20+ years in facility management, with 5+ years leading integrated PMS/FMS operations,

Managing 2000+ resources across multiple sites

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