Reporting to

Chief Executive Officer (CEO)

Ctc

4.30 lakhs per month

Job Purpose

The Head – Operations (PMS & Hospitality) provides strategic leadership for the Integrated Property Management Services (PMS) and Facility Management Services (FMS) vertical, overseeing technical, soft services, security, club house, and landscaping operations across multiple sites in Maharashtra and Gujarat. By driving customer satisfaction, contract retention, and sustainability, the role ensures a hospitality-driven resident experience, implements Crest SOPs, and builds solid client relationships. The Head – Operations supervises Operations Managers, who manage Property Managers, ensuring seamless service delivery, operational excellence, and scalability.

Key Responsibilities And Accountabilities

Strategic Operations Leadership
Vertical Oversight: Lead PMS and FMS operations, ensuring high-quality delivery of technical (e.g., HVAC, elevators, STP), soft services (e.g., housekeeping, waste management), security, and landscaping across all sites.
Crest SOP Implementation:



Achieve 100% alignment of standard SOPs with on-site SOPs in CrestView by Q4 FY26, conducting quarterly audits to verify adherence.
Performance Standards: Monitor project-wise SLAs, achieving a 4.2/5 customer satisfaction rating and 100% system uptime (excluding planned maintenance) by Q4 FY26.
Business Expansion: Secure new contracts outside group companies, achieving 100% contract retention and 10% revenue growth by Q4 FY26.
Customer and Client Relationship Management
Resident Satisfaction: Drive a 4.2/5 resident satisfaction rating, resolving 95% of complaints within TAT and reducing recurring issues by 20% quarterly through root cause analysis.
Client Engagement: Conduct quarterly strategic meetings with corporate clients and building bodies (e.g., societies, condominiums) to align on goals and deliver two value-add initiatives per site annually.
Helpdesk Oversight: Ensure Operations Managers collaborate wi

📌 Head – Operations (Mumbai)
🏢 CREST PROPERTY SOLUTIONS PRIVATE
📍 Mumbai