Position: General Manager- Business Operations

Location: Ahmedabad

Employment Type: Full-Time

Industry preference: Facility Management Services

Position Overview:

As the Head of Business operations, you will be responsible for the full P&L management, operational excellence, and business growth of the region. You will lead cross-functional teams to deliver exceptional service, drive regional revenue growth, enhance customer satisfaction and retention, and ensure consistent employee engagement and retention. This role demands a strategic leader with strong business acumen, operational insight, customer centric approach and people leadership.

Key Responsibilities:

1. P&L Management & Financial Oversight

- Full accountability for the regions P&L, budgeting, forecasting, and reporting.

- Drive cost optimization and margin improvement while maintaining service standards.

- Identify areas for cost control, productivity enhancements, and revenue generation.

2. Sales & Business Development

- Fulfil the regions sales and revenue targets in alignment with the organizations goals.

- Identify and pursue new business opportunities within the region in alignment with company strategy.

- Drive Sales and Collaborate with the Business Development team on proposals, bids, and pricing strategies.

- Responsible for regional sales targets and conversions; build relationships with key industry stakeholders.

3. Operational Excellence

- Responsible for driving the operational excellence of the region.

- Set and monitor KPIs/SLAs; ensure compliance with safety, statutory, and quality standards.

- Lead operational reviews, audits, and continuous improvement initiatives.

4. Customer Retention & Customer Satisfaction

- Build strong relationships with key customers and stakeholders.

- Lead customer review meetings, address escalations, and proactively manage customer expectations.

- Ensure zero customer loss

5. Revenue Growth & Regional Expansion

- Strategize and implement regional growth plans including service upselling and contract expansions.

- Track and analyze regional market trends to identify new areas of opportunity.

- Expand footprint through strategic partnerships and diversified service offerings.

6. Improve DSO

- Streamline the accounts receivable process to reduce DSO.

- Ensure timely collections and efficient payment cycles.

7. Employee Engagement & Retention

- Lead and inspire a high-performing regional team.

- Foster a culture of accountability, innovation, and continuous learning.

- Drive employee retention initiatives, track attrition metrics, and build succession pipelines.

Qualifications:

- Bachelors/masters degree

- 10+ years of experience in facility management, with at least 5 years in a senior/regional leadership role.

- Strong experience managing large teams, multi-site operations, and full P&L responsibilities.

Key Skills & Competencies:

- Strategic Thinking & Execution

- Sales & Business Development Acumen

- Financial and Commercial Savvy

- Leadership & People Management

- Customer-Centric Approach

- Operational Excellence & Quality Focus

- Strong Communication & Negotiation Skills

- Proficient in MS Office, CAFM platforms.