Designation: Centre Head Department: Client Experience and Operations The Centre Manager is responsible for the end-to-end performance of the center — client experience, operational excellence, service delivery, vendor management, and profitability. 1. Client Experience & Relationship Management
• Serves as the primary point of contact for all clients in the center.
• Conducts regular client meetings to gather feedback and drive satisfaction.
• Manages the entire client lifecycle: move-in, onboarding, experience, engagement, move-out.
• Resolves escalations within committed SLAs and proactively tracks dissatisfaction drivers.
• Drives adoption of Smartworks tech platforms (C-SPOC, ticketing, etc.).
• Supports renewal coordination by highlighting early risks, preparing feedback insights, and partnering with Regional/City leads. 2. Operations Excellence & Service Delivery
• Ensures centre readiness through daily rounds across reception, cafeteria, pantry, washrooms, and client areas.
• Monitors housekeeping, security, pantry, and engineering teams to maintain SLA and quality standards.
• Oversees ticket resolution, prevents recurrence, and ensures timely closure.
• Coordinates with teams to ensure smooth execution of soft and hard services.
• Ensures compliance with cleaning schedules, deep cleaning, and pantry/café standards. 3. P&L;, Revenue & Financial Hygiene
• Owns centre-level profitability, cost control, and revenue leakage management.
• Tracks and drives VAS and supplementary revenue opportunities (meals, events, services, add-ons).
• Manages consumables, electricity usage, and R&M; expenses within budget.
• Ensures timely collections by coordinating with clients and the Finance team.
• Prevents revenue leakage through accurate billing, supplementary invoicing, and documentation. 4. Infrastructure, Equipment & Vendor Management
• Ensures uptime and functioning of HVAC, LCM, lighting,



FR/VMS systems, and other critical equipment.
• Drives AMC & PPM schedules with adherence and escalates vendor delays.
• Oversees vendor performance across housekeeping, security, pantry, pest control, and engineering.
• Tracks all POs and ensures timely bill submission and approval.
• Maintains standardization across centre equipment, lighting, signage, and hygiene norms. 5. Compliance, Reporting & Centre Governance
• Submits daily, weekly, and monthly checklists and management reports accurately and on time.
• Shares incident reports within defined timelines and ensures corrective actions are implemented.
• Ensures centre-level compliance (fire safety, statutory checks, building licenses).
• Escalates builder-related issues and follows up until closure. 6. People Leadership & Capability Building
• Manages center staff and deployed manpower, ensuring discipline, grooming, performance, and attendance.
• Conducts shift briefings and coaches’ teams on service excellence and Smartworks standards.
• Partners on learning and development initiatives for centre teams.
• Fosters a collaborative, high-performance culture aligned with Smartworks values. Qualifications & Experience Education Bachelor’s degree (B.
E./B.
Tech) in Mechanical, Electrical, Civil, Electronics, or a related engineering discipline
• MBA/PGDM in Operations, Facility Management, or Business Management would be an added advantage Experience
• 12–15 years of experience in centre management, facility operations, hospitality, or client-facing environments.
• Robust experience in people 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 (Newtown)
🏢 SmartWorks
📍 Newtown