Operation Manager - FMS

Crest Property Solutions Private Limited; Mumbai; On-site; INR 474,000 - 642,000; Full time

Job summary

Qualifications include a graduate degree with 4+ years in operations management, strong leadership, and proficiency in ERP systems and MS Office. The role emphasizes strategic development, cost optimization, and scalable processes to meet revenue targets.

Qualifications

• Graduate in any discipline (Hotel Management / relevant field preferred).
• Master's degree an advantage.
• Minimum 4+ years in operations management (facility management, hospitality, or related sectors preferred).
• Strong leadership and client relationship skills are essential.

Responsibilities

• Oversee day-to-day FMS operations including maintenance, housekeeping, security, landscaping and allied services.
• Develop and enforce SOPs, policies, and quality & safety standards; monitor KPIs and drive improvements.
• Lead client relationship management and renewal/expansion of contracts with key accounts.
• Drive business development via market analysis, proposals, and vendor negotiations.
• Prepare and manage regional P&L, budgets, and pricing strategies; ensure profitability and cost control.

Skills

Leadership

Decision making

Communication

Client management

Data analysis

ERP systems

Operational reporting

MS Office

Education

Graduate degree

Master's degree advantage

Tools

MS Office

ERP software

Job description

Job Description

Reporting to: Senior Operation Manager – FMS

CTC: 50,000 per month

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 pressure
• Sharp 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