Assistant Cluster Lead - Operations

Job description

**Role & responsibilities** 1. Operational Management - Manage the day-to-day operations of the assigned FM sites, ensuring compliance with company policies, SOPs, statutory requirements, and operational guidelines. - Drive consistent execution of operational processes across allocated sites. - Conduct regular site visits to monitor housekeeping, technical services, security, horticulture, customer service, and overall site standards. - Support LCDs and site teams in resolving operational challenges and service issues. - Ensure preventive and corrective maintenance schedules are implemented effectively. 2. Financial Management - Support the Cluster Lead in achieving the financial objectives of assigned sites. - Monitor monthly operational expenses and ensure adherence to approved budgets. - Review vendor bills, service costs, and operational expenditures before processing. - Coordinate with Finance for timely invoicing, collections, and financial reconciliations. - Identify cost optimization opportunities without compromising service quality. 3. Site Governance & Compliance - Ensure all assigned sites comply with statutory, safety, legal, and company compliance requirements. - Monitor implementation of audit observations and closure of action items. - Maintain documentation related to contracts, statutory compliances, AMC records, and operational reports. 4. Stakeholder Management - Build and maintain strong relationships with Resident Welfare Associations (RWAs), Managing Committees (MCs), developers, and key stakeholders. - Act as the primary escalation point for operational concerns at assigned sites before escalation to the Cluster Lead. - Coordinate with internal functions such as HR, Finance, Procurement, Legal, and Client Solutions for seamless operations. - Support contract implementation and governance across allocated sites. 5. Customer Experience & Resident Engagement - Drive resident engagement initiatives to enhance customer satisfaction. - Ensure timely resolution of resident complaints and service requests. - Monitor customer feedback and implement corrective actions to improve resident experience. - Minimize escalations through proactive stakeholder communication and service excellence. 6. Team Management - Guide and mentor Lead Community Developers (LCDs) and onsite teams across assigned sites. - Monitor manpower deployment, attendance, productivity, and performance. - Support recruitment, onboarding, training, and capability development of onsite employees. - Promote a culture of accountability, ownership, and continuous improvement. 7. Vendor Management - Monitor performance of vendor partners across assigned sites. - Ensure vendor adherence to Scope of Work (SOW), Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and contractual obligations. - Conduct periodic vendor performance reviews and recommend corrective actions where required. - Support onboarding and operational governance of new vendors.