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.
- Strong experience in people and vendor management.
- Exposure to commercial buildings, MEP basics, client servicing, and operational governance.

Skills

- Solid 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