Deputy City Operations

Job description

Job Description:- 1. Client Servicing & Relationship Management Serve as the single point of contact (SPOC) for all premium societies RWAs, Facility Managers, and Builders. Ensure high client satisfaction through prompt issue resolution and proactive engagement. Conduct regular review meetings with societies to track SLAs, performance, and evolving requirements. Build and sustain long-term client relationships to ensure renewals, retention, and referrals. Collaborate with product and tech teams to address recurring issues or feature requests. 2. Operations & Execution Oversee all on-ground operational activities across the assigned city. Ensure 100% uptime and seamless functioning of the NoBrokerHood ecosystem. Monitor SLA adherence for ticket closures, response times, and client communication. Maintain updated and accurate data for all societies — including visitor logs, resident databases, and vehicle lists. Coordinate with logistics and vendors for timely deployment, maintenance, and support services. 3. Team Management & Field Operations Lead and mentor a city-level operations team. Define and monitor daily visit plans, service goals, and review schedules. Conduct on-ground audits and surprise checks to ensure service quality and adherence to SOPs. Drive a culture of teamwork, discipline, and accountability across the city team. 4. Business & Profitability Own and drive city-level profitability through cost optimization and efficiency. Support upselling and cross-selling of NoBrokerHood features and paid add-ons (RFID tags, parking solutions, ANPR upgrades, etc.). Ensure timely payment collections and renewals from societies. Optimize resource utilization to minimize idle deployments and stock wastage. 5. Reporting & Governance Maintain accurate daily MIS reports on operations, servicing, and client feedback. Track performance metrics using CRM and ticketing dashboards. Share weekly city performance summaries with management. Ensure full compliance with company SOPs, safety guidelines, and governance standards. Key Skills & Competencies: Strong leadership and people management abilities. Excellent communication, relationship-handling, and negotiation skills. Hands-on, operationally focused mindset with attention to detail. Strong problem-solving and escalation management capabilities. Data-driven decision-making using Excel and operational dashboards. Ability to manage multi-site operations under pressure. Mandatory requirements for this position Graduate / Postgraduate in Business, Engineering, or Operations. 5–10 years of experience in Client Servicing, Sales, or Operations roles. Two-wheeler / four-wheeler with valid driving licence is mandatory. Proven success in managing city-level teams, P&L, and client portfolios. Key Performance Indicators (KPIs): Client Retention & Renewal Rate SLA Adherence (% of tickets closed within timelines) Society Satisfaction Score (CSAT) Monthly Profitability & Cost Efficiency Team Productivity (visits, closures, escalations handled