Operations Manager

Security and Intelligence Services (SIS); Mumbai; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Security and Intelligence Services (SIS) in Mumbai seeks an experienced Operations Manager for Multiple Clients (Soft Services) to oversee facility management across client sites. The role focuses on soft services, manpower, client relationships, compliance, service delivery, and operational excellence.

The candidate will manage day-to-day operations, ensure SLA/KPI adherence, coordinate manpower, and drive site visits, audits, and MIS reporting.

Qualifications

• Graduation is compulsory.
• Minimum 5+ years of relevant experience in Facility Management / Integrated Facility Management.
• Strong experience in Soft Services Operations.
• Experience handling multiple client sites / locations preferred.
• Excellent manpower and team-management skills.
• Strong client-facing and communication skills.
• Good knowledge of SLA, KPI, audits, MIS, and operational processes.
• Strong problem-solving and escalation-management abilities.
• Proficiency in MS Office/Excel and preparation of operational reports.
• Willingness to travel across client locations in Mumbai.

Responsibilities

• Manage day-to-day soft services operations across multiple client locations.
• Ensure high-quality service delivery and adherence to agreed SLA/KPI standards.
• Manage manpower deployment, attendance, rostering, productivity, and performance.
• Handle housekeeping, pantry, front office, security coordination, pest control, waste management, and other soft service operations as applicable.
• Act as the primary operational point of contact for multiple clients.
• Build and maintain strong client relationships and ensure high customer satisfaction.
• Conduct regular site visits, inspections, audits, and operational reviews.
• Identify service gaps and implement corrective and preventive actions.
• Prepare and review MIS reports, operational dashboards, attendance reports, and client reports.
• Monitor manpower costs, consumables, equipment, and operational expenses.
• Ensure compliance with company policies, statutory requirements, HSE standards, and client SOPs.
• Coordinate with HR, recruitment, finance, procurement, and other internal teams.
• Manage and resolve client complaints, escalations, and operational issues promptly.
• Train, coach, and motivate site supervisors and operational teams.
• Support new client mobilization and transition activities when required.

Skills

Soft Services Operations

Facility Management

Multi-Site Operations

Client Relationship Management

SLA/KPI

MIS & Reporting

Team Management

Manpower Management

Compliance & HSE

Operational Excellence

Education

Graduation required

Tools

MS Office/Excel

Job description

About the Role

We are looking for an experienced Operations Manager Multiple Clients (Soft Services) to manage and oversee facility management operations across multiple client sites in Mumbai.

The ideal candidate will have strong experience in soft services, manpower management, client relationship management, compliance, service delivery, and operational excellence within the Facility Management industry.

Key Responsibilities

• Manage day-to-day soft services operations across multiple client locations.
• Ensure high-quality service delivery and adherence to agreed SLA/KPI standards.
• Manage manpower deployment, attendance, rostering, productivity, and performance.
• Handle housekeeping, pantry, front office, security coordination, pest control, waste management, and other soft service operations as applicable.
• Act as the primary operational point of contact for multiple clients.
• Build and maintain strong client relationships and ensure high customer satisfaction.
• Conduct regular site visits, inspections, audits, and operational reviews.
• Identify service gaps and implement corrective and preventive actions.
• Prepare and review MIS reports, operational dashboards, attendance reports, and client reports.
• Monitor manpower costs, consumables, equipment, and operational expenses.
• Ensure compliance with company policies, statutory requirements, HSE standards, and client SOPs.
• Coordinate with HR, recruitment, finance, procurement, and other internal teams.
• Manage and resolve client complaints, escalations, and operational issues promptly.
• Train, coach, and motivate site supervisors and operational teams.
• Support new client mobilization and transition activities when required.

Candidate Requirements

• Graduation is compulsory.
• Minimum 5+ years of relevant experience in Facility Management / Integrated Facility Management.
• Strong experience in Soft Services Operations.
• Experience handling multiple client sites / multiple locations is preferred.
• Excellent manpower and team-management skills.
• Strong client-facing and communication skills.
• Good knowledge of SLA, KPI, audits, MIS, and operational processes.
• Strong problem-solving and escalation-management abilities.
• Proficiency in MS Office/Excel and preparation of operational reports.
• Willingness to travel across client locations in Mumbai.

Key Skills

Soft Services | Facility Management | Multi-Site Operations | Client Management | Housekeeping | Manpower Management | SLA/KPI | MIS | Audits | Compliance | Team Management | Customer Relationship Management