Regional Operations Head - Mumbai

Job Description

Designation : Regional Operations Head - West (Residential Properties)

Location : Mumbai

Industry : IFMS (Integrated Facility Management Services)

Our client : A PAN India based (Headquartered at Mumbai), IFM company belonging to a large listed conglomerate. Having diversified business in real estate, transmission and others. Role Summary Leadership Operations role in West of India to be based in Mumbai. It will oversee and manage all operations for residential properties in the Western region. This leadership role focuses on driving operational excellence with facility management during construction phase / post construction phase ensuring compliance with industry standards, and enhancing customer satisfaction. The ideal candidate will have extensive experience in facilities management, specifically for residential complexes, with a proven ability to lead teams and streamline processes.

Key Responsibilities :

Operational Management :

1. Oversee the daily operations of residential properties across the Western region.

2. Ensure smooth functioning of services, including housekeeping, maintenance, security, landscaping, and utilities.

3. Implement standard operating procedures (SOPs) to maintain consistency and efficiency.

Team Leadership and Development :

1. Lead, train, and mentor regional teams, including property managers and on-site staff.

2. Build a high-performing team culture focused on accountability and customer satisfaction.

Customer Service Excellence :

1. Act as the point of escalation for resident complaints and ensure prompt resolution.

2. Regularly engage with Resident Welfare Associations (RWAs) and property owners to understand and address their concerns.

Budgeting and Financial Management :

1. Prepare and manage the regional operational budget, ensuring cost control without compromising quality.

2. Oversee vendor contracts, payments, and procurement for the region.

Compliance and Risk Management :

1. Ensure compliance with statutory and regulatory requirements for residential properties.

2. Conduct regular audits and risk assessments to maintain safety and security standards.

Vendor and Stakeholder Management :

1. Manage relationships with key vendors and service providers to ensure high-quality service

2. Coordinate with internal stakeholders, including HR, finance, and corporate teams, for smooth operations.

Continuous Improvement :

1. Identify and implement innovations and best practices to enhance the living experience for residents.

2. Monitor KPIs and prepare regular performance reports for senior management.

Qualification :

Appropriate qualifications befitting the positions. Having proper experience for managing large complexes will be appreciated.

Experience :

Minimum of 10 years of experience in facilities management, with at least 5 years in a leadership role managing residential properties.

Technical Skills :   Knowledge of building systems, maintenance protocols, and energy management.

Soft Skills : Strong communication, problem-solving, and negotiation skills.

Key Attributes

1. Exceptional leadership and team management capabilities.

2. Strong customer service orientation with a resident-first mindset.

3. Ability to handle high-pressure situations and resolve conflicts effectively.

4. Strategic thinking with a focus on operational excellence.

Requirements

Key Qualification and Experience : Education : Candidates with hotel management backgrounds—either academic or professional—are strongly preferred. Having proper experience for managing large complexes will be appreciated. Experience : Minimum of 10 years of experience in facilities management, with at least 5 years in a leadership role managing residential properties. Mandatory Requirements : 1. Prior experience managing multiple sites across varied geographies. 2. Demonstrated experience managing residential properties. 3. Hospitality background—either educational or professional—preferred. 4. Average tenure across previous organizations should be 3+ years. 5. Flexibility in working days and hours to meet operational demands. 6. Willingness to relocate if necessary.