SMC - Assistant Vice President/Vice President/Operations Head - Key Accounts - Facility Management

Designation - AVP/ VP - Key Accounts

Role Overview

The Operations Head - Key Accounts is responsible for overseeing end-to-end service delivery for high-value clients, ensuring operational excellence, client satisfaction, and profitability. This role involves strategic planning, team leadership, and maintaining strong client relationships while driving continuous improvement across facility management operations.

Key Responsibilities

Key Account Management:

- Act as the primary point of contact for key clients

- Build and maintain strong, long-term client relationships

- Understand client requirements and ensure customized service delivery

- Conduct regular review meetings and ensure SLA/KPI adherence

Operations Management:

- Oversee daily operations across multiple sites/accounts

- Ensure efficient deployment of manpower, equipment, and resources

- Monitor service quality and compliance with company standards

- Implement best practices and process improvements

Financial & P&L Responsibility:

- Manage budgets and ensure cost optimization

- Monitor account profitability and control expenses

- Support billing, invoicing, and collections processes

Client Satisfaction & Retention:

- Ensure high levels of client satisfaction and service delivery

- Proactively address escalations and resolve issues

- Identify opportunities for business expansion and cross-selling

Business Growth:

- Support business development teams in acquiring new clients

- Participate in client presentations and solution design

- Identify upselling opportunities within existing accounts

Key Skills & Competencies

- Strong leadership and team management skills

- Excellent client relationship and stakeholder management

- Strategic thinking and problem-solving ability

- Financial acumen (P&L management)

- Strong knowledge of facility management operations

- Communication and negotiation skills

Qualifications & Experience

- 10-15 years of experience in facility management / operations

- Proven experience handling key accounts or large portfolios

- Experience in integrated facility management services preferred