Senior Manager – Campus Operations & Student Services

Emeritus; Mumbai; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

Emeritus is seeking a Senior Manager - Central Administration, Housing & Faculty Services to provide central oversight for workplace administration, student housing and faculty services across Emeritus in India. The role will coordinate with campuses, operators and internal functions to ensure standards and contractual commitments are met.

The position focuses on governance, service performance and continuous improvement, with emphasis on student/faculty experience and institutional reputation

Qualifications

• 10-14 years of relevant professional experience in administration, facilities, hospitality, student accommodation, workplace or higher-education operations.
• Experience managing external service providers and customer-facing operations.
• Experience in multi-location or distributed operations is preferred.
• Graduate degree in a relevant discipline; professional qualifications in FM/Hospitality/Administration would be advantageous.

Responsibilities

• Provide central governance of workplace administration, facilities/services across Emeritus locations, including conventional offices and coworking spaces.
• Govern student housing oversight, ensuring SLAs, service standards and customer experience.
• Coordinate faculty engagement for partner universities and mobility/support services.
• Develop SOPs, KPIs, dashboards and escalation mechanisms for central operations.
• Drive commercial governance, cost optimisation and vendor management across campuses and operators.

Skills

Executive-level communication

Stakeholder influence

Problem-solving

Ambiguity tolerance

Multi-location operations experience

Vendor management

Customer-facing operations

Education

Graduate degree in any relevant discipline

Professional qualifications in Facilities Management, Hospitality, Administration or related areas

Job description

The Senior Manager - Central Administration, Housing & Faculty Services will be responsible for providing central oversight, governance and service coordination for workplace administration, student housing and faculty services across Emeritus in India.

The role will act as a central governance, coordination and performance-oversight interface between students, parents, faculty, campus teams, service providers and internal functions, ensuring that operational services delivered by campuses and external service providers meet agreed standards, contractual commitments and stakeholder expectations.

The role will also contribute to commercial oversight, service performance, operational governance and continuous improvement, with a strong focus on student/faculty experience and institutional reputation.

For student housing specifically, the accommodation operator remains accountable for day-to-day delivery; this role owns the central governance and interface layer - service quality, SLA adherence, escalation and commercial reconciliation - rather than direct hostel administration.

Key Responsibilities

1. Workplace Administration, Facilities & Coworking Management (~40%)

• Provide central oversight of workplace administration and facilities services across Emeritus locations, including conventional offices and managed/coworking spaces.
• Manage and maintain a central repository of coworking/workplace agreements, commercial terms, service inclusions, utilisation provisions, renewal dates and key obligations.
• Coordinate with coworking/workplace providers on day-to-day service issues, maintenance, housekeeping, security, access, amenities and other workplace requirements.
• Monitor billing, utilisation and contractual charges against agreed commercial terms and coordinate with Finance/Procurement for reconciliation and resolution of discrepancies.
• Track contract renewals, notice periods, rate revisions and changes in business requirements, ensuring timely review and decision-making with relevant stakeholders.
• Coordinate with workplace/coworking providers to monitor compliance with applicable health, safety, statutory and emergency-readiness requirements for spaces occupied by Emeritus employees.
• Monitor employee experience across workplace locations and coworking facilities, including workplace readiness, access, amenities, service quality and issue resolution.
• Act as the central point of coordination with workplace/coworking providers and internal stakeholders for escalations and service improvements.
• Coordinate with coworking/managed-workplace providers to monitor delivery of agreed workplace services, facilities, access, safety and amenities against contractual commitments, with issues escalated and tracked through closure.
• Establish common standards, reporting and governance for distributed workplace arrangements while allowing for location-specific operating models.

2. Student Housing - Oversight & Service Governance (~40%)

• Act as the central coordination point between accommodation operators, campus administration, students and parents.
• Monitor and govern delivery of contracted services against agreed SLAs, service standards and student expectations, and drive corrective action with the accommodation operator where gaps are identified.
• Monitor accommodation experience, complaints, NPS, service quality, hygiene, food, security and maintenance standards across operators.
• Track occupancy and unsold inventory and work with relevant stakeholders to identify operational and commercial implications.
• Validate services delivered against contractual commitments and costs incurred, including service-vs-cost reconciliation and identification of recurring gaps or leakage.
• Drive resolution of escalations and recurring issues with operators and campus teams, and drive vendor accountability through corrective actions, escalation and contractual governance.
• Establish standard operating processes, reporting mechanisms and governance for student housing.
• Ensure housing service quality supports student wellbeing, university reputation and the overall student experience.

3. Faculty Engagement for Partner Universities (~20%)

• Serve as the central, first point of operational engagement for faculty from partner universities, particularly international faculty.
• Coordinate the faculty service journey in partnership with HR, Travel, campus teams and relevant service providers, including mobility and accommodation support, day-to-day assistance, issue resolution and escalation management.
• Work closely with campus administration and service providers to ensure timely and consistent support.
• Proactively identify, coordinate and drive resolution of faculty service issues and escalations with the relevant functional teams and service providers.
• Develop a structured faculty-service framework to ensure a consistent experience across campuses.

4. Central Operations & Stakeholder Management

• Develop and implement common SOPs, service standards, KPIs, dashboards and escalation mechanisms.
• Work closely with Campus Operations, HR, Procurement, Finance, IT, Real Estate and other central functions.
• Support operational readiness for new campuses and evolving business requirements.
• Identify recurring operational issues and develop scalable solutions rather than location-specific fixes.
• Represent Central Operations in discussions with key vendors and institutional stakeholders.

5. Commercial & Performance Governance

• Validate service delivery, utilisation and billing against approved contractual terms and support Procurement/Finance in identifying commercial discrepancies, leakage and optimisation opportunities.
• Support commercial reviews related to housing and other managed services.
• Monitor contracted versus actual service delivery and associated costs.
• For housing specifically, apply enough commercial acumen to assess unsold inventory, reconciliation and service credits/gaps, while Procurement remains the commercial/contracting specialist.
• Review workplace/coworking utilisation, contracted services, billing and commercial terms, and identify opportunities for optimisation based on business requirements and employee utilisation.
• Identify opportunities for cost optimisation, service improvement and better utilisation.
• Prepare periodic performance reviews covering service quality, complaints, NPS, costs, SLA performance and key risks.
• Ensure appropriate documentation, approvals and governance are maintained.
• Multi-stakeholder management – students, parents, faculty, universities, campus teams and vendors.
• Service governance and vendor management.
• Student/faculty experience orientation.
• Commercial and analytical acumen.
• Problem-solving and escalation management.
• Independent ownership – able to operate without close supervision and drive outcomes end to end.
• Process and SOP development.
• Multi-location operations experience.
• Executive-level communication and stakeholder influence.
• Ability to operate effectively in ambiguity and in a fast-growing, scaling, multi-campus environment.

Experience & Qualification

• 10-14 years of relevant professional experience, preferably across administration, facilities, hospitality, student accommodation, workplace or higher-education operations.
• Experience managing external service providers and customer-facing operations.
• Experience in multi-location or distributed operations is preferred.
• Exposure to international faculty, students, residential services or higher education would be an advantage.
• Graduate degree in any relevant discipline; professional qualifications in Facilities Management, Hospitality, Administration or related areas would be an advantage.

Success Measures

• Student housing service quality and NPS
• Timely closure and reduction of recurring complaints
• SLA and vendor performance
• Cost/service reconciliation and commercial optimisation
• Faculty experience and issue-resolution effectiveness
• Office operational performance
• Workplace/coworking service performance, commercial compliance and employee experience
• Readiness and scalability of central operating processes
• Successful support for new campus launches and operational expansion