Position Overview:

As the of Business Operations, you will play a pivotal leadership role in driving the company's growth, profitability, and operational excellence. Working closely with the COO, you will oversee strategic planning, financial management, customer acquisition and retention, and cross-functional project execution.

This role is responsible for ensuring strong financial performance, operational efficiency, and the successful expansion and diversification of the company's offerings. In addition, you will lead high-impact corporate initiatives and support the ongoing development and success of the sales and support teams.

Key Responsibilities:

Business Goals:

Revenue Growth & P&L Oversight:

- Own the company's revenue growth targets and manage the operational P&L to ensure financial health and profitability.

- Optimize budgets, control expenses, and identify cost-saving opportunities.

Improve DSO:

- Streamline the accounts receivable process to reduce DSO.

- Ensure timely collections and efficient payment cycles.

Business Development & Opportunity Identification:

- Drive strategies for new customer acquisition along with the Operations heads and Business development head.

- Expand revenue streams within the existing customer base and explore diversification opportunities.

Achieve Revenue Targets:

- Develop and implement strategies to meet and exceed aspirational revenue goals.

Commercial Management & Bid Oversight:

- Lead the commercial aspects of business deals, ensuring alignment with internal governance (RACI matrix).

- Enhance bid success rates, with a strong focus on tender management.

Operational Goals:

Operational Leadership:

- Own overall operational excellence of the company and ensure seamless service delivery.

- Set and implement strategic operational goals aligned with the company's mission.

Customer Retention:

- Ensure high customer satisfaction and zero attrition through superior service standards.

- Regularly engage with customers to strengthen relationships and understand evolving needs.

Service Line Expansion & Geographic Growth:

- Identify and develop new service offerings and explore opportunities for geographic expansion.

- Responsible for the delivery of the sales team in acquiring new customers and logos.

Cross-functional Support & Coordination:

- Directly manage key support functions including IR, Compliance, EHS, Admin and others.

- Promote collaboration and synergy across support functions such as HR, payroll, billing, and administration.

Organizational Goals:

Technology & Innovation:

- Champion digital transformation and lead technology-driven initiatives to keep the company at the forefront of innovation.

Cross-Selling & Group Collaboration:

- Lead cross-selling efforts across different business units and subsidiaries, maximizing internal synergies and collaborative opportunities.

Organizational Development:

- Identify organizational improvement areas and lead strategic initiatives to enhance efficiency and productivity.

- Partner with HR to design and implement talent development and people improvement programs.

Qualifications:

- Bachelor's/Master's degree

- 15+ years' experience in facilities management, with proven leadership across different operations and business development

- Demonstrated ability to manage large, cross-functional teams and drive strategic initiatives along strong financial acumen

- Strong understanding of customer lifecycle management, sales strategy, and operational execution.

- Adept at identifying growth opportunities and driving change across an organization

Key Skills & Competencies:

- Strategic Planning - Aligning operational goals with business objectives

- Financial Acumen - Budgeting, forecasting, and cost control

- Operational Efficiency - Streamlining processes and maximizing resource use

- Team Leadership - Managing cross-functional teams and driving performance

- Customer centric approach - Ensuring high levels of customer satisfaction

- Regulatory Compliance - Ensuring adherence to safety, environmental, and labour regulations

- Technology Integration - Leveraging FM tech (e.g., CAFM, CMMS) to optimize operations

- Risk Management - Identifying and mitigating operational risks

- Change Management - Driving organizational change and process improvements

Key Performance Indicators (KPIs):

- Sales & Revenue Target Achievement - 100% attainment of annual revenue and sales goals

- Operational Excellence - SLA adherence, service delivery quality, and operational uptime

- New Logo Acquisition

- Existing Customer Mining - Revenue growth from upselling/cross-selling to existing customers

- Overdue Collections - Reduction in overdue receivables and aging analysis improvements

- Reduction in DSO - Improvement in cash flow through in time collections

- Customer Satisfaction - Nil Customer loss through excellence in service delivery

- People Retention & Employee engagement

- Technology Integration - Implementation and adoption rate of FM tech solutions

- Cost Optimization