Job Description

Roles & Responsibilities:

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Maintenance and Upkeep of Common Areas

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• Ensure that all operational areas have an atmosphere that is conducive to the overall customer experience.

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• Tours residential buildings on a daily basis speaking with employees and residents to understand business needs and assess operational opportunities.

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• Supports HPM-managed Clubhouse with operational requirements (HK, maintenance, procurement, etc.), ensures customer satisfaction levels

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• Life Safety/Loss Prevention – the consistent implementation of high standards for all aspects of life safety, loss prevention, unit owner identity and privacy protection

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• Security and safety of all residents and associates

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Relationship Management

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• Drives the site culture (of Associates and outsourced staff) and thereby delivering on positive customer experience

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• Develop relationships with the residents, with a single minded focus on delivering a differentiated and personalized experience

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• Ensure customer understanding and feedback loop

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• Demonstrates urgency in response and handling of customer problems and complaints

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• Establish a database on residents and create a process on recognizing special occasions like birthdays, etc.

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Internal Coordination

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• Coordinates with internal Lodha Group departments like Landscaping, etc. for maintenance of the entire complex

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• Plans in coordination with HPM Central team a monthly Activities calendar for resident engagement and implements the same

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• Keeps project operations team focused on the critical components of operations to drive customer satisfaction and the desired financial results.

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• Review financial reports and statements to determine how Operations is performing against budgets

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• Strives to improve service performance.

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• Communicates a explicit and consistent message regarding operational goals to produce desired results on a continuous basis

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• Financial Management – capable of operating within the constraints of the CAM budget and providing timely reporting of financial performance

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• Site CAM P&L; meeting targets/budgets; annual Budget preparation - Prepares annual budget for staffing and operating expense.

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Proposes items to be included in annual Capital Plan

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• Maintain complete knowledge about Society Rules & Regulations and Lodha policies

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• Develops systems and procedures that achieve higher cost efficiency and customer satisfaction

📌 Property Lead - AGM/DGM/GM (Mumbai)
🏢 Lodha
📍 Mumbai