Senior Operations Executive

Department: Soft Services / Technical Services / Manpower Services Operations

Location: Mumbai / Navi Mumbai

Experience: 4–8 years in Facility Management / Manpower Operations

Note: Please apply only if you have experience working in a Facility Management company. This is not a single-site facility management role; it involves client handling and ground operations across multiple clients in a cluster.

ROLE SUMMARY

A proactive and structured Senior Executive – Operations to manage end-to-end operational control across 8 to 15 client sites within an assigned cluster. This is a field-active, accountability-first role responsible for daily manpower deployment verification, attendance accuracy, issue resolution, client communication, payroll input validation, site audits, and MIS reporting.

KEY RESPONSIBILITIES

The Senior Executive– Operations is accountable for all aspects of daily cluster operations across 8–15 client sites. Responsibilities are organised below by functional are:

A. Daily Attendance & Manpower Control

• Monitor daily manpower strength against client contractual requirements across all sites in the cluster.

• Verify attendance and deployment data through CRM/ERP records, biometric/digital systems, and supervisor-submitted reports/registers.

• Identify and report absenteeism, late marks, deployment gaps, excess manpower, unauthorised replacements, and attendance discrepancies.

B. Manpower Availability & Replacement Coordination

• Maintain daily deployment status and escalate persistent issues or shortfalls to the Operations Manager with proper documentation.

• Coordinate urgent manpower backfills with HR/Recruitment for absenteeism, resignations, vacancies, and site expansion requirements.

• Arrange and approve backup manpower, floaters, and temporary replacements to avoid deployment shortfalls across sites.

• Track vacancies, replacement TAT, and unresolved manpower gaps, and escalate delays to the Operations Manager.

• Ensure replacement staff are properly inducted, documented, and deployed before shift commencement.

C. Site Operations & Service Delivery (Build Sites)

• Review and validate daily site visit reports, operational records, log registers, and supervisor documentation for accuracy and completeness.

• Conduct regular site visits to verify ground-level operations, service delivery standards, SOP adherence, shift handovers, and contracted scope compliance.

• Monitor site performance, identify recurring service gaps or operational deviations, and initiate corrective actions against issues or supervisor non-performance.

D. Client Coordination & Complaint Handling

• Act as the primary operational point of contact for client communication through calls, emails, WhatsApp, meetings, and MIS/service updates.

• Handle client complaints within defined timelines, ensure proper resolution with root cause analysis, and escalate unresolved or high-risk issues to the Operations Manager.

• Share manpower status, service updates, incident reports, MOMs, and follow up on pending action items with clients regularly.

E. Site Audits, Compliance & Documentation

• Monitor site compliance related to uniform, grooming, PPE, ID cards, onboarding records, safety checklists, and statutory documentation through field reports and audits.

• Maintain and track site-wise compliance issues, audit findings, severity status, ownership, and resolution timelines while ensuring closure within defined SLA.

• Conduct independent site audits to verify field observations and escalate repeat, critical, or underreported non-compliances to the Operations Manager.

• Ensure complete documentation for all sites and new joiners, including attendance records, incident logs, verification documents, training status, and uniform issuance records.

F. Payroll, OT & Roster Verification

• Review and verify rosters, weekly offs, OT logs, leave records, and replacement entries submitted by supervisors and field teams.

• Validate payroll inputs, OT hours, penalties, incentives, and deductions against deployment data, approved limits, and client reports to ensure accurate salary processing.

• Approve OT within authority limits, escalate excess OT or payroll discrepancies to the Operations Manager, and maintain updated OT/Leave/Roster approval records for audit and compliance purposes.

G. Training, Grooming & Team Discipline

• Plan and conduct toolbox talks, SOP refreshers, induction briefings, and targeted training sessions for site staff as per scheduled frequency.

• Maintain training records including topics, attendance, trainer details, and photo documentation while ensuring no sessions are skipped without approval.

• Monitor grooming, uniform compliance, professional conduct, and SOP adherence across sites through audits and site visits.

• Counsel Field Executives and Site Supervisors on performance and conduct issues, identify training gaps, and implement corrective refresher training for underperforming sites.

H. Material, Uniform & PPE Coordination

• Monitor uniform stock, PPE, consumables, and operational materials across all sites through audits, field reports, and site visits.

• Ensure all deployed personnel are issued proper uniforms, ID cards, and PPE before deployment and raise replenishment requirements with the Admin/Logistics team.

• Track material requests, delivery status, and site-level receipt while following up on pending

supplies.

• Identify, investigate, and report material wastage, misuse, or theft to the Operations Manager where required.

I. Reporting, MIS & Dashboard Review

• Prepare and submit daily, weekly, and monthly MIS reports covering attendance, manpower deployment, payroll status, client updates, KPIs, training, vacancies, and operational issues within defined timelines.

• Review dashboards, trackers, and reports for accuracy, investigate anomalies or deviations, and ensure timely escalation of reporting delays to the Operations Manager.

• Maintain updated records including Client Communication Log, Issue Tracker, Absentee Replacement Log, and Site Visit Review Sheet in real time.

EXPERIENCE

• 4–8 years in facility management, manpower services, soft services, technical services, or related manpower-intensive operations.

• Minimum 3 years of direct multi-site manpower deployment and attendance control experience.

• Prior experience in client coordination, payroll verification, OT management, and MIS reporting.

• Team handling experience– managing Site Executives, Supervisors, or ground manpower teams.

EDUCATION

• Proficiency in MS Excel, Word, and PowerPoint is mandatory.

PREFERRED INDUSTRY BACKGROUND

• Graduate in any discipline. Diploma or degree in Facility Management / Operations

is preferred.

• Facility Management | Housekeeping | Technical / MEP Services | Manpower Supply | Security Services | Hospitality Engineering | Industrial Services