Company Description RARE Hospitality & Services Pvt. Ltd, powered by SMC IFM India and part of the SIS Group Enterprise, is a leading provider of integrated facility management services across India.

With over three decades of experience, the company combines robust local expertise with global standards to deliver reliable, high-quality outcomes. RARE offers customized, end-to-end facility management solutions across sectors such as healthcare, hospitality, BFSI, education, corporate workplaces, and manufacturing. By integrating skilled teams, proven processes, and smart technologies, the organization focuses on creating secure, efficient, and high-performing environments.

RARE Hospitality is also committed to operating as a sustainability-driven organization, adapting to evolving industry needs.

Role Description The Operations Manager – Multiple Clients is a full-time, on-site role based in Mumbai, responsible for overseeing facility management operations across several client locations. The role involves planning, coordinating, and monitoring daily service delivery to ensure operational efficiency, compliance with company standards, and high client satisfaction.

The Operations

Manager will manage and guide in office teams, allocate resources, implement standard operating procedures, and resolve operational issues in real time. This position includes regular client interaction to understand requirements, review performance, and identify opportunities for service improvement or optimization. The role also requires preparing operational reports, tracking key performance indicators, and supporting continuous improvement and sustainability initiatives across all managed sites.

Key Responsibilities

- Manage day-to-day soft-service operations across multiple client sites.
- Oversee housekeeping, cleaning, pantry, waste management, pest control, horticulture, façade cleaning,



and other soft services as applicable.
- Lead and manage Site Managers, Facility Managers, Supervisors, Team Leaders, and frontline staff.
- Ensure adequate manpower deployment, attendance, grooming, discipline, training, and productivity.
- Develop and monitor manpower plans, duty rosters, leave schedules, and replacement arrangements.
- Ensure compliance with contractual SLA/KPI requirements and agreed service standards.
- Conduct regular site inspections, audits, and quality assessments.
- Identify operational gaps and implement corrective and preventive actions.
- Act as the primary operational point of contact for assigned clients.
- Build strong client relationships and effectively manage complaints, escalations, and service issues.
- Conduct periodic client review meetings and present operational performance, MIS, and improvement plans.
- Monitor consumption and control costs related to manpower, chemicals, consumables, uniforms, equipment, and other operational resources.
- Ensure timely availability and proper utilization of cleaning chemicals, machinery, PPE, consumables, and other materials.
- Coordinate with HR, Procurement, Finance, Training, Security, Engineering, and other internal teams.
- Ensure compliance with company policies, statutory requirements, health & safety standards, and client-specific requirements.
- Drive employee training programs covering cleaning standards, safety, customer service, grooming, and SOP compliance.
- Investigate incidents, identify root causes,



and implement corrective actions.
- Support new client/site mobilization, manpower onboarding, deployment, SOP implementation, and operational stabilization.
- Identify opportunities for process improvement, automation, productivity enhancement, and cost optimization.
- Prepare and submit daily, weekly, and monthly MIS and operational performance reports to management.
- Monitor attrition, absenteeism, overtime, productivity, customer complaints, audit scores, and other operational KPIs.
- Ensure proper documentation and implementation of SOPs, checklists, work instructions, and inspection reports.

Key Performance Indicators
- Client satisfaction and retention
- SLA/KPI achievement
- Housekeeping and service quality audit scores
- Manpower productivity and attendance
- Employee attrition and absenteeism
- Cost and consumable control
- Complaint resolution and closure time
- Training and statutory compliance
- Site inspection and audit performance
- Successful mobilization of recent sites

Required Qualifications & Skills
- Graduate degree or diploma; qualification in Facility Management will be an advantage.
- 8–15 years of relevant experience in facility management, preferably handling multiple client sites.
- Solid experience in soft-services operations and large manpower teams.
- Excellent client-handling and communication skills.
- Strong leadership, team-management, and problem-solving abilities.
- Good knowledge of housekeeping processes, cleaning chemicals, machinery, SOPs, and quality standards.
- Strong understanding of manpower planning, budgeting, cost control, and MIS reporting.
- Proficiency in MS Office/Excel and operational reporting.
- Ability to travel between multiple client locations as required.
- Strong negotiation, presentation, escalation-management, and decision-making skills.

📌 Operations Manager-Multiple Clients (Mumbai)
🏢 RARE Hospitality u0026 Service
📍 Mumbai