Team: Management

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.

Career 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.

Knowledge, Experience, and Skills

Educational Qualifications

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

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Strong leadership skills for managing diverse teams, from Property Managers to frontline staff

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Proficiency in helpdesk collaboration, root cause analysis, and complaint reduction strategies

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Excellent communication and stakeholder management for resident, client, and vendor interactions

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Knowledge of safety, hygiene, environmental, and technical regulations, including waste management

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Analytical skills for MIS reporting, budget management, and operational optimization

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Proactive,



strategic, and adaptable to multi-site operational challenges

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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) (India)
🏢 Crest Property Solutions
📍 India