Residence Manager

Lodha; Mumbai; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Lodha is seeking a facilities/operations-focused professional to maintain common areas, ensure a superior resident experience, and coordinate with internal departments for the seamless running of large residential complexes.

The role involves daily tours, safety and security oversight, and planning monthly resident engagement activities to drive customer satisfaction and operational efficiency.

Responsibilities

• Maintenance and Upkeep of Common Areas and Building.
• Ensure that all operational areas have an atmosphere that is conducive to the overall customer experience.
• Tours residential buildings on a daily basis speaking with employees and residents to understand business needs.
• Supports HPM-managed Clubhouse with operational requirements (HK, maintenance, procurement, etc.).
• Life Safety/Loss Prevention the consistent implementation of high standards for all aspects of life safety.
• Security and safety of all residents and associates.
• Drives the site culture to deliver on positive customer experience.
• Develop relationships with the residents to deliver a differentiated and personalized experience.
• Establish a database on residents and create a process on recognizing special occasions.
• Plans monthly Activities calendar for resident engagement and coordinates with internal Lodha Group departments.

Job description

Role & responsibilities

• Maintenance and Upkeep of Common Areas and Building.
• Ensure that all operational areas have an atmosphere that is conducive to the overall customer experience.
• Tours residential buildings on a daily basis speaking with employees and residents to understand business needs and assess operational opportunities.
• Supports HPM-managed Clubhouse with operational requirements (HK, maintenance, procurement, etc.), ensures customer satisfaction levels
• Life Safety/Loss Prevention the consistent implementation of high standards for all aspects of life safety, loss prevention, unit owner identity and privacy protection
• Security and safety of all residents and associates
• Drives the site culture (of Associates and outsourced staff) and thereby delivering on positive customer experience
• Develop relationships with the residents, with a single minded focus on delivering a differentiated and personalized experience
• Ensure customer understanding and feedback loop
• Demonstrates urgency in response and handling of customer problems and complaints
• Establish a database on residents and create a process on recognizing special occasions like birthdays, etc.
• Coordinates with internal Lodha Group departments like Landscaping, etc. for maintenance of the entire complex
• Plans in coordination with HPM Central team a monthly Activities calendar for resident engagement and implements the same
• Keeps project operations team focused on the critical components of operations to drive customer satisfaction and the desired financial results.
• Review financial reports and statements to determine how Operations is performing against budgets
• Strives to improve service performance.
• Financial Management capable of operating within the constraints of the CAM budget and providing timely reporting of financial performance
• Site CAM P&L meeting targets/budgets; annual Budget preparation - Prepares annual budget for staffing and operating expense.