Job Description: Key Account Manager – Facility Management

Job Title: Key Account Manager (KAM)
Department: Operations / Business Management
Industry: Facility Management Services
Reports To: Regional Manager / General Manager / Business Head

1. Job Purpose

The Key Account Manager is responsible for managing key client accounts, ensuring high-quality facility management services, maintaining client satisfaction, and achieving operational and financial targets. The role involves managing daily operations, coordinating with site teams, monitoring service delivery, and developing long-term client relationships.

2. Key ResponsibilitiesA. Client Relationship Management

- Maintain strong relationships with key clients and stakeholders.
- Conduct regular client meetings and review service performance.
- Address client complaints, concerns, and escalations promptly.
- Ensure high levels of client satisfaction and retention.
- Identify opportunities to improve service quality and expand business.

B. Operations Management

- Oversee facility management services, including housekeeping, technical maintenance, security, horticulture, pest control, and other soft and hard services, as applicable to the contract.
- Ensure smooth day-to-day operations across assigned sites.
- Monitor manpower deployment, attendance, grooming, discipline, and productivity.
- Conduct regular site inspections and audits.
- Ensure compliance with agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).

C. Team Management

- Lead and supervise site managers, facility managers, supervisors, and support staff.
- Ensure adequate manpower availability and timely replacement of absentee staff.




- Conduct performance reviews and provide training where required.
- Coordinate with HR and recruitment teams for manpower requirements.
- Promote safety, discipline, teamwork, and professional conduct.

D. Financial and Commercial Management

- Monitor account profitability, operating costs, and budgets.
- Control manpower costs, consumables, equipment, and other operational expenses.
- Verify monthly invoices, billing statements, and supporting documents.
- Ensure timely submission of invoices and follow up on outstanding payments.
- Monitor contract renewals, variations, and additional service requirements.

E. Compliance and Quality Assurance

- Ensure compliance with applicable labour laws, statutory requirements, and client policies.
- Monitor attendance records, payroll inputs, and statutory documentation.
- Ensure adherence to health, safety, and environmental standards.
- Conduct internal audits and implement corrective and preventive actions.
- Maintain service reports, inspection checklists, incident reports, and compliance records.

F. Reporting and Performance Monitoring

- Prepare and submit daily, weekly, and monthly operational reports.
- Track KPIs, SLAs, client complaints, manpower costs, and service quality.
- Conduct monthly business review meetings with clients and management.
- Develop action plans to address performance gaps.




- Report operational risks and major escalations to senior management.

3. Qualifications and Experience

- Graduate in any discipline; a qualification in facilities management, engineering, business administration, or operations management is preferred.
- Typically 5–10 years of experience in facility management or related service industries, with relevant client/account management experience.
- Experience managing multiple sites, large workforces, and corporate clients is preferred.
- Knowledge of housekeeping, technical maintenance, manpower management, budgeting, and statutory compliance.
- Valuable communication, leadership, negotiation, and problem-solving skills.

4. Key Performance Indicators (KPIs)

- Client satisfaction and retention rate.
- SLA and KPI compliance.
- Timely resolution of client complaints.
- Account profitability and cost control.
- Timely billing and payment collection.
- Manpower availability and productivity.
- Audit scores and statutory compliance.
- Contract renewal and additional business growth.

5. Required Skills

- Client relationship and stakeholder management.
- Leadership and team coordination.
- Operational planning and execution.
- Budgeting and financial analysis.
- Complaint handling and escalation management.
- Reporting and presentation skills.
- Negotiation and conflict resolution.
- MS Excel, PowerPoint, and facility management software.

6. Key Objective

To ensure excellent facility management service delivery, strong client relationships, operational efficiency, statutory compliance, and sustainable profitability across all assigned accounts.

Pay: ₹40,000.00 - ₹45,000.00 per month

Work Location: In person

📌 Key Account Executive (Ramamurthy Nagar)
🏢 Sphatika facility service india
📍 Ramamurthy Nagar