Roles & Responsibilities: Maintenance and Upkeep of Common Areas - Ensure that all operational areas have an atmosphere that is conducive to the overall customer experience.

- Tours residential buildings on a daily basis speaking with employees and residents to understand business needs and assess operational opportunities.
- Supports HPM-managed Clubhouse with operational requirements (HK, maintenance, procurement, etc.), ensures customer satisfaction levels - Life Safety/Loss Prevention – the consistent implementation of high standards for all aspects of life safety, loss prevention, unit owner identity and privacy protection - Security and safety of all residents and associates Relationship Management - Drives the site culture (of Associates and outsourced staff) and thereby delivering on positive customer experience - Develop relationships with the residents, with a single minded focus on delivering a differentiated and personalized experience - Ensure customer understanding and feedback loop - Demonstrates urgency in response and handling of customer problems and complaints - Establish a database on residents and create a process on recognizing special occasions like birthdays, etc.

Internal





Coordination - Coordinates with internal Lodha Group departments like Landscaping, etc. for maintenance of the entire complex - Plans in coordination with HPM Central team a monthly Activities calendar for resident engagement and implements the same - Keeps project operations team focused on the critical components of operations to drive customer satisfaction and the desired financial results.

- Review financial reports and statements to determine how Operations is performing against budgets - Strives to improve service performance.
- Communicates a transparent and consistent message regarding operational goals to produce desired results on a continuous basis - Financial Management – capable of operating within the constraints of the CAM budget and providing timely reporting of financial performance - Site CAM P&L; meeting targets/budgets;

annual Budget preparation - Prepares annual budget for staffing and operating expense. Proposes items to be included in annual Capital Plan - Maintain complete knowledge about Society Rules & Regulations and Lodha policies - Develops systems and procedures that achieve higher cost efficiency and customer satisfaction

📌 Community Experience and Facilities Lead (Mumbai)
🏢 Lodha
📍 Mumbai