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. 1. 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. 1. Operations Excellence & Service Delivery - Ensures centre readinessthrough daily rounds across reception, cafeteria, pantry, washrooms, client areas. - Monitors housekeeping, security, pantry, and engineering teams to maintainSLA 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. 1. P&L;, Revenue & FinancialHygiene - 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. 1. Infrastructure, Equipment & Vendor Management - Ensures uptime and functioning of HVAC, LCM, lighting, FR/vMS systems, and other criticalequipment. - Drives AMC & PPM scheduleswith 100% adherence; escalate vendor delays. - Oversees vendor performance across housekeeping, security,pantry, pest control,and engineering. - Tracks all POs and ensuretimely bill submission and approval. - Maintains standardization acrosscentre equipment, lighting, signage, and hygienenorms. 1. Compliance, Reporting & Centre Governance - Submits daily/weekly/monthly checklists and management reportsaccurately and on time. - Share incident reportswithin 24 hours and ensurecorrective actions are implemented. - Ensures centre-level compliance (fire safety, statutory checks, building licenses). - Escalates builder-related issuesand follow up until closure. 1. People Leadership &Capability; Building - Manages center staff and deployedmanpower ensuring discipline, grooming, performance, and attendance. - Conducts shift briefings and coach the team on service excellence and Smartworks standards. - Maintains attrition below10% and partneron L&D; initiatives for centre teams. - Fosters a team-oriented, high-performance culture alignedwith Smartworks values. QUALIFICATIONS & EXPERIENCE Education - Bachelor's degree in Business, Hospitality, Facility Management, or equivalent. Experience - 15–20 years in centre management, facility operations, hospitality, or client-facing environments. - Strong experience in people management and vendor management. - Exposure to commercial buildings, MEP basics,client servicing, and operational governance. Skills - Strong communication and relationship management - Operational excellence mindset - Analytical and data-driven decision making - Crisis management and escalation handling - Coordination with cross-functional teams

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