Center Head

Job description

Designation: Center Head: • Purpose • We require a General Manager from a 5 Star hotel/property • The Centre Head is responsible for the end-to-end performance of the center, including client experience, operational excellence, service delivery, vendor management, and profitability. • Key Roles & Responsibilities • 1. Client Experience & Relationship Management • Serve as the primary point of contact for all clients in the center. • Conduct regular client meetings to gather feedback and improve satisfaction. • Manage the complete client lifecycle: move-in, onboarding, engagement, experience, and move-out. • Resolve client escalations within committed SLAs and proactively identify dissatisfaction drivers. • Drive adoption of Smartworks technology platforms such as C-SPOC and ticketing systems. • Support renewal discussions by identifying risks, preparing client feedback insights, and partnering with Regional/City Leads. • KPIs: • Retention Rate: Above 85%, CSAT: Above 4.0,C-SPOC Adoption: 100%,Survey Adoption: 100%,NPS: Above 70% • 2. Operations Excellence & Service Delivery • Ensure centre readiness through daily inspections of reception, cafeteria, pantry, washrooms, and client areas. • Monitor housekeeping, security, pantry, and engineering services to maintain SLA compliance. • Track ticket resolution and implement preventive actions to reduce recurring issues. • Coordinate with internal teams for smooth delivery of soft and hard services. • Ensure adherence to cleaning schedules, deep cleaning programs, and pantry/caf standards. • KPIs: • SLA Breach: Less than 10%, Recurring Tickets: Less than 20%, Centre Readiness Audit Score • 3. P&L, Revenue & Financial Management • Own centre-level profitability including EBITDA, cost control, and revenue leakage prevention. • Drive Value Added Services (VAS) and supplementary revenue opportunities such as meals, events, and add-on services. • Manage consumables, utilities, and repair & maintenance expenses within budget. • Coordinate with clients and finance teams to ensure timely collections and ageing below 5 days. • Ensure accurate billing, supplementary invoicing, and proper documentation. • KPIs:Centre EBITDA, VAS Revenue %, Supplementary Revenue %, Collection Efficiency • 4. Infrastructure, Equipment & Vendor Management • Ensure uptime and functionality of HVAC, lighting, fire safety systems, visitor management systems, and critical infrastructure. • Ensure 100% adherence to AMC and PPM schedules. • Monitor vendor performance across housekeeping, security, pantry, pest control, and engineering services. • Track purchase orders and ensure timely bill submission and approvals. • Maintain standardization of equipment, signage, lighting, and hygiene standards. • KPIs:Vendor Compliance, Equipment Uptime, Energy Efficiency • 5. Compliance, Reporting & Centre Governance • Submit daily, weekly, and monthly reports accurately and on time. • Ensure incident reports are submitted within 24 hours and corrective actions are implemented. • Maintain compliance with fire safety, statutory requirements, and building licenses. • Escalate and follow up on builder-related issues until closure. • KPIs:100% Timely Incident Reporting, Compliance Issues Closed Within Due Dates • 6. People Leadership & Capability Building • Manage centre staff and deployed manpower, ensuring discipline, grooming, attendance, and performance. • Conduct regular team briefings and coach staff on service excellence and Smartworks standards. • Maintain attrition below 10% and support learning and development initiatives. • Build a collaborative and high-performance culture aligned with company values. • KPIs:Employee Attrition, Staff Deployment Efficiency, Training Completion Rate, Qualifications & Experience • Education • Bachelor's Degree in Business Administration, Hospitality Management, Facility Management, or a related field. • Experience • 10 to 15 years of experience in centre management, facility operations, hospitality, or client-facing environments. • Strong experience in people management and vendor management. • Exposure to commercial facilities, MEP basics, client servicing, and operational governance. • Required Skills • Strong communication and relationship management skills. • Operational excellence mindset. • Analytical and data-driven decision-making ability. • Crisis management and escalation handling. • Cross-functional stakeholder management and coordination.