Head - Facilities

Exposure in handling large logistics parks across multiple locations is a must.

Role Summary:

The incumbent is responsible for - :

1) Post possession customer experience

2) Owning the critical processes as related to FM

3) Strategic vendor management related to FM

4) Expert support to regions including crises management

5) Execution of 3rd party quality audit

6) Handover of leased assets to tenants seamlessly

Role & Responsibilities :

Post Possession Customer experience

- Strategize and implement seamless post possession tenant experience

- Ensure vendor and partners drive operational excellence

- Strategize Customer Engagement

- Drive Quality Improvement

Critical Process owner

- Snagging and acceptance / transition of leased space and common amenities

- Management of collection and expenses of Common Area Maintenance charges (CAM Charges)

- Maintaining all statutory norms as per local and state guidelines of common areas and tenants

Partner Management:

- Set the right SLA with vendors and establish right expectations from them and their teams

- Establish an effective governance system to monitor vendor performance across projects.

Quality:

- Own and drive meticulous implementation of "snagging of leased space and common facilities"

- Drive minimizing the Gap between "Promise Vs Delivery" at the time of hand over

- Create interlock process to achieve timely and quality resolution from projects team for post possession issues

Expert Support in crises management:

- As an expert create processes which will prevent crisis

- In the event of any crisis , provide on ground support to regions to mitigate the same

- Spread learnings across projects

Quality Audit Execution:

- Guide team member to drive flawless quality audit execution.

- Present audit findings and follow up actions to senior leadership

Culture Building:

- Create customer centric culture amongst the FM teams and vendor teams

- Create visibility for exceptional customer handlings by on ground teams

Qualification & experience:

- Applicants should be Engineering Graduates (Mechanical/ Electrical) with at least 15+ years of relevant experience especially in managing handovers of Commercial and Industrial Projects.

Functional/ Technical competencies:

- Facility Management expertise

- Vendor/Partner Management expertise

- Customer experience management skills

- Exposure top quality management

- Technical expertise to interact effectively with operations for quality improvement

- Proven track of handling tough customer situations / customer activism

- Ability to visualize the desired post possession customer experience and to communicate and influence stake holders to get their buy-in.