Reports To: Head of Hospitality and PMS

Direct Reports: Multiple Operations Managers (across geographies in India)

Department: Property Management Services

Level: General Manager

CTC: 2.90 lakhs per month

Employment Type: Full-Time

The Head of Property Management Services (GM Level) provides strategic leadership and oversight for property management operations across multiple geographies in India, managing a team of Operations Managers to ensure seamless delivery of technical, soft services, security, and landscaping functions. By enforcing organizational SOPs and best practices, developing high-performing teams, setting and monitoring performance goals, engaging with key customers to enhance services, and supporting hospitality-driven operations, this role drives national-level excellence, contract retention, regulatory compliance, and alignment with company objectives for superior resident satisfaction and operational efficiency.

Key Responsibilities And Accountabilities

National Operations Oversight

Strategic Direction: Lead property management across India, overseeing technical (e.g., MEP, lifts), soft services (e.g., housekeeping, waste management), security, and landscaping, ensuring uniform standards and hospitality focus in all geographies.
Performance Monitoring: Aggregate and analyze regional KPIs (e.g., 100% system uptime, 95% attendance, 4.5/5 customer rating) to identify trends, implement national action plans, and drive continuous improvement.
Resource Allocation: Optimize national budgets, staffing, and equipment, coordinating with Operations Managers to ensure efficient deployment and scalability across regions.
Vendor Strategy: Develop national vendor frameworks, conduct quarterly reviews for SLA adherence, and negotiate contracts to secure cost-effective, high-quality services.

Team Leadership and Development

Executive Oversight: Manage Operations Managers and senior teams across geographies, instilling accountability, resident-centric values, and a culture of excellence.
Talent Development: Design and roll out national training programs on SOPs, leadership, and hospitality skills, including mandatory inductions and annual assessments for Operations Managers.
Goal Setting and Reviews: Conduct monthaly performance evaluations for direct reports, setting ambitious targets (e.g., 95% attendance, 15% productivity gains) and monitoring progress through dashboards and site visits.
Engagement Programs: Lead national townhalls, R&R initiatives, and leadership forums, involving C-suite executives in key events to enhance morale and strategic alignment.

Customer and Stakeholder Engagement

Service Enhancement: Serve as the senior most escalation point for major customer issues, achieving a national 4.5/5 rating by collaborating with Operations Managers to resolve 98% of complaints within TAT.
Helpdesk Integration: Oversee national helpdesk processes, drive root cause analyses, and target a 25% quarterly reduction in recurring issues through data-driven insights.
Client Relationships: Conduct quarterly meetings with key clients and developers across India to review performance reports, align on strategic goals, and introduce value-add hospitality initiatives (e.g., premium resident experiences).
Feedback Mechanisms: Analyze national feedback trends, mandate regional walkthroughs, and implement service upgrades to proactively address customer needs.

Compliance and Risk Management

National Safety Standards: Enforce zero-incident policies through regional audits, training, and protocols for all operational functions, ensuring pan-India adherence.
Regulatory Compliance: Oversee compliance with national and regional regulations (e.g., health, safety, environmental standards), preparing for audits and certifications across geographies.
Risk Framework: Develop and monitor national risk assessments for maintenance, security, and services, implementing mitigation strategies to safeguard assets, residents, and staff.
Standardization: Roll out uniform checklists and SOPs for daily operations, achieving 100% compliance through regular regional inspections.

Financial and Operational Efficiency

Budget Management: Oversee national budgets, identifying cost-saving opportunities (e.g., energy optimizations, bulk procurement) to achieve 8% annual reductions.
Billing Optimization: Monitor regional billing and collections, targeting ageing below 30 days through standardized processes and client collaborations.
Financial Alignment: Coordinate with finance teams for timely vendor payments and accurate data entry in systems like CrestConnect to maintain fiscal health.
Efficiency Drives: Implement national initiatives for resource optimization, such as technology integrations for attendance and task tracking.

System Reliability and Hospitality Support

Uptime Leadership: Ensure 100% national uptime for critical systems (e.g., DG, lifts, fire systems) by guiding regional preventive maintenance and upgrades.
Maintenance Strategy: Mandate 100% completion of scheduled tasks, oversee spare parts inventory, and plan national overhauls with minimal disruptions.
Vendor and Tech Integration: Foster partnerships for equipment upgrades and introduce hospitality tech (e.g., resident apps) to enhance service delivery.
Hospitality Operations: Support and expand hospitality-focused programs, ensuring all regions adopt resident-centric practices like concierge services and event management.

Succession and Manpower Planning

Stability Initiatives: Achieve national staff tenure of 18 months with <5% sudden exits, leveraging tools like CrestConnect for roster and succession planning.

Onboarding Standards: Enforce comprehensive inductions for new Operations Managers, including mentorship and JD clarity within the first week.

Leave and Attrition Management: Standardize advance leave approvals and collaborate with HR to reduce attrition by 25%, emphasizing leadership roles.

Talent Pipeline: Build a robust succession plan, identifying and grooming high-potentials across geographies for future leadership.

Professional Development and Organizational Alignment

Upskilling Leadership: Attain 85% scores in advanced SOP certifications, complete executive leadership programs, and ensure team participation in Crest University.
Knowledge Cascade: Lead quarterly Crest University sessions nationally, promoting SOP adherence and best practices among Operations Managers.
Innovation Culture: Encourage external certifications and innovation in hospitality operations, conducting annual reviews for continuous improvement.
SOP Implementation: Champion the Crest Way by standardizing practices across India, monitoring adoption, and fostering a learning-oriented environment.

Educational Qualifications

Knowledge, Experience, and Skills

Bachelor's degree in Facility Management, Engineering, Hospitality, or related field; MBA preferred

Experience

Minimum 20+ years in facility management, with 5+ years managing multiple sites in residential/commercial complexes

Key Competencies

Expertise in overseeing technical, housekeeping, security, and landscaping operations across multiple sites
Strong leadership skills for managing diverse teams, from Property Managers to frontline staff
Proficiency in helpdesk collaboration, root cause analysis, and complaint reduction strategies
Excellent communication and stakeholder management for resident, client, and vendor interactions
Knowledge of safety, hygiene, environmental, and technical regulations, including waste management
Analytical skills for MIS reporting, budget management, and operational optimization
Proactive, strategic, and adaptable to multi-site operational challenges
Hospitality-driven approach to resident engagement and service delivery

Key Performance Indicators (KPIs)

Customer Satisfaction: Achieve a national average rating of 4.5/5 by Q4 FY26, with 95% audit scores and proactive service enhancements.

Contract Retention: Secure 100% renewals across India for FY26, with no terminations, through strategic client engagements and value-adds.

Team Performance: Attain 95% attendance and 15% productivity increase nationally by Q4 FY26, supported by training and goal monitoring.

Financial Efficiency: Reduce billing ageing to <30 days and operational costs by 8% annually by Q4 FY26.

System Uptime: Maintain 100% uptime for critical systems (excluding planned maintenance) nationally by Q4 FY26.

Manpower Stability: Ensure 18-month average tenure and <5% sudden exits by Q4 FY26, with strong succession planning.

Upskilling: Complete executive certifications and achieve 85% team engagement in training programs by Q4 FY26.

Typical Daily Tasks

Strategic Review: Analyze national KPI dashboards (e.g., uptime, attendance, ratings), directing Operations Managers on corrective actions.
Leadership Meetings: Conduct calls or visits with Operations Managers to review goals, SOP implementation, and team development progress.
Customer Engagements: Meet key clients or resident associations to discuss service improvements and hospitality initiatives.
Helpdesk and Complaint Oversight: Review national ticket trends, guide root cause analyses, and approve reduction plans.
Vendor and Compliance Checks: Evaluate vendor performance reports and ensure regulatory adherence across regions.
Training Leadership: Oversee or participate in national training sessions, including Crest University programs.
Financial Monitoring: Track budget variances, billing status, and cost-saving opportunities with finance teams.
Risk and Safety Review: Assess audit reports and implement national corrective measures.
Reporting: Consolidate national MIS data, prepare executive reports on progress and initiatives.
Stakeholder Alignment: Engage with C-suite, developers, or partners on strategic enhancements and operational support.

Self-Image Required

The Head of Property Management Services must embody executive presence, strategic authority, and a hospitality-oriented demeanor that reflects the organization's commitment to national excellence and resident satisfaction. This includes:

Professional Demeanor: Uphold an executive-level appearance, adhering to business formal standards during client meetings and site visits.
Confident Authority: Exhibit visionary leadership and decisiveness in guiding teams, resolving national issues, and driving initiatives.
Empathetic Hospitality: Demonstrate genuine care in customer interactions, building trust through responsive and innovative service approaches.
Value Alignment: Personify integrity, innovation, and operational rigor in all engagements, inspiring teams across India.

Traits

The ideal candidate for the Head of Property Management Services role should exhibit the following traits:

Visionary Strategist: Aligns national operations with company goals, anticipating trends in property management and hospitality.
Data-Driven Analyst: Leverages insights for performance optimization, SOP enforcement, and service improvements.
Customer-Centric Leader: Prioritizes resident and client experiences, fostering hospitality across diverse geographies.
Proactive Innovator: Identifies opportunities for enhancements, such as tech integrations or process efficiencies.
Inspirational Mentor: Builds and develops strong teams, setting goals and monitoring progress with empathy and accountability.
Collaborative Executive: Forges partnerships with stakeholders, vendors, and teams to achieve pan-India success.
Resilient Decision-Maker: Handles national-scale challenges, like multi-regional crises, with composure and strategic action.

Head Operations - Property Management Services (PMS)