Designation: Centre Head (Hotels background only)

Department: Client Experience and Operations

Key Roles & Responsibilities:

Team: Client Experience

Reports To: Regional Lead /City Lead

The Centre Manager is responsible for the end-to-end performance of the center— client experience, operational excellence, servicedelivery, vendor management, and profitability.

Client Experience & Relationship Management

Serves as the primary point of contactfor all clients in the center.
Conducts regular client meetings to gather feedbackand drive satisfaction.
Manages the entire client lifecycle: move-in, onboarding, experience, engagement, move-out.
Resolves escalations withincommitted SLAs; proactively track dissatisfaction drivers.
Drives adoption of Smartworks tech platforms (C-SPOC,ticketing, etc.).
Renewals coordination support:highlight early risks,prepare feedback insights,and partners with Regional/City leads.

Operations Excellence & Service Delivery

Ensures centre readinessthrough daily rounds across reception, cafeteria, pantry, washrooms, client areas.
Monitors housekeeping, security, pantry, and engineering teams to maintainSLA and quality standards.
Oversees ticket resolution, prevent recurrence, and maintain SLA breach <10%.
Coordinates with teamsto ensure smoothexecution of soft and hard services.
Ensures compliance with cleaning schedules, deep cleaning, and pantry/café standards.

P&L, Revenue & FinancialHygiene

Owns centre-level profitability KPIs including EBITDA,cost control, and revenue leakagemaagement.
Tracks and drives VAS, Supplementary revenue opportunities (meals,events, services, add-ons).
Manages consumables, electricity usage, and R&Mexpenses within budget.
Ensures timely collections by coordinating with clients and the Financeteam; ageing <5 days.
Prevents revenue leakagethrough accurate billing,supplementary invoicing, and documentation.

Infrastructure, Equipment & Vendor Management

Ensures uptime and functioning of HVAC, LCM, lighting, FR/vMS systems, and other criticalequipment.
Drives AMC & PPM scheduleswith 100% adherence; escalate vendor delays.
Oversees vendor performance across housekeeping, security,pantry, pest control,and engineering.
Tracks all POs and ensuretimely bill submission and approval.
Maintains standardization acrosscentre equipment, lighting, signage, and hygienenorms.

Compliance, Reporting & Centre Governance

Submits daily/weekly/monthly checklists and management reportsaccurately and on time.
Share incident reportswithin 24 hours and ensurecorrective actions are implemented.
Ensures centre-level compliance (fire safety, statutory checks, building licenses).
Escalates builder-related issuesand follow up until closure.

People Leadership &Capability Building

Manages center staff and deployedmanpower ensuring discipline, grooming, performance, and attendance.
Conducts shift briefings and coach the team on service excellence and Smartworks standards.
Maintains attrition below10% and partneron L&D initiatives for centre teams.
Fosters a collaborative, high-performance culture alignedwith Smartworks values.

QUALIFICATIONS & EXPERIENCE

Education

Bachelor's degree in Business, Hospitality, Facility Management, or equivalent.

Experience

15–20 years in centre management, facility operations, hospitality, or client-facing environments.
Strong experience in people management and vendor management.
Exposure to commercial buildings, MEP basics,client servicing, and operational governance.

Skills

Strong communication and relationship management
Operational excellence mindset
Analytical and data-driven decision making
Crisis management and escalation handling
Coordination with cross-functional teams

Center Head- From Hotels only