Designation : Centre Head (Hotels background only)
Department: Client Experience and Operations
Key Roles & Responsibilities:
Team: Client Experience
Reports To: Regional Lead /City Lead
The Centre Manager is responsible for the end-to-end performance of the center — client experience, operational excellence, servicedelivery, vendor management, and profitability.
Client Experience & Relationship Management
Serves as the primary point of contactfor all clients in the center.
Conducts regular client meetings to gather feedbackand drive satisfaction.
Manages the entire client lifecycle: move-in, onboarding, experience, engagement, move-out.
Resolves escalations withincommitted SLAs; proactively track dissatisfaction drivers.
Drives adoption of Smartworks tech platforms (C-SPOC,ticketing, etc.).
Renewals coordination support:highlight early risks,prepare feedback insights,and partners with Regional/City leads.
Operations Excellence & Service Delivery
Ensures centre readinessthrough daily rounds across reception, cafeteria, pantry, washrooms, client areas.
Monitors housekeeping,



security, pantry, and engineering teams to maintain SLA and quality standards.
Oversees ticket resolution, prevent recurrence, and maintain SLA breach Coordinates with teamsto ensure smoothexecution of soft and hard services.
Ensures compliance with cleaning schedules, deep cleaning, and pantry/café standards.
P&L;, Revenue & Financial Hygiene
Owns centre-level profitability KPIs including EBITDA,cost control, and revenue leakagemaagement.
Tracks and drives VAS, Supplementary revenue opportunities (meals,events, services, add-ons).
Manages consumables, electricity usage, and R&Mexpenses; within budget.
Ensures timely collections by coordinating with clients and the Financeteam; ageing Prevents revenue leakagethrough accurate billing,supplementary invoicing, and documentation.
Infrastructure, Equipment & Vendor Management
Ensures uptime and functioning of HVAC, LCM, lighting, FR/v MS systems, and ot

📌 Center Head- From Hotels Only (Pune)
🏢 SmartWorks
📍 Pune