Job Title
Cluster Lead – Facilities Management Operations
Job Summary
The Cluster Lead is responsible for managing and overseeing integrated facilities management operations across multiple sites and cities within the assigned cluster. The role focuses on operational excellence, service delivery performance, financial management, vendor governance, stakeholder engagement, and client relationship management.
The Cluster Lead will drive consistency in operations, ensure achievement of KPIs and SLAs, optimize operational costs, and lead site teams to deliver high-quality facility management services aligned with client expectations and organizational standards.
Key Responsibilities
Multi-City Facilities Operations Management
•Lead and oversee facilities management operations across multiple sites within the assigned cluster.
•Ensure consistent delivery of hard services, soft services, and workplace experience standards across all locations.
•Drive operational excellence through standardization, process compliance, and continuous improvement initiatives.
•Conduct regular site reviews and operational audits to ensure service quality and compliance.
KPI & Performance Management
•Monitor and review operational KPIs and SLAs across all sites.
•Analyze performance metrics, identify operational gaps, and implement corrective actions.
•Prepare and present operational dashboards, monthly reviews, and management reports.
•Drive service delivery improvements through data-driven decision-making.
Budget & Financial Management
•Manage cluster-level operational budgets and ensure financial targets are achieved.
•Monitor expenses, optimize operational costs, and improve cost efficiencies.
•Review billing, invoicing, forecasting, and financial reporting activities.
•Support annual budgeting and financial planning processes.
Vendor Management
•Manage vendor performance across engineering, soft services, security, landscaping, pest control, and specialized services.
•Ensure vendors comply with contractual obligations, SLAs, safety standards, and statutory requirements.
•Conduct periodic vendor performance reviews and support contract renewals and negotiations.
•Drive service quality improvements through effective vendor governance.
Client Relationship Management
•Serve as the primary point of contact for key client stakeholders across the cluster.
•Build and maintain strong client relationships through proactive engagement and service responsiveness.
•Conduct regular governance meetings, business reviews, and escalation management discussions.
•Ensure high levels of client satisfaction and support account growth opportunities.
Team Leadership & People Management
•Lead and mentor site managers and operational teams across the cluster.
•Ensure proper staffing, training, succession planning, and performance management.
•Foster a culture of accountability, collaboration, and customer service excellence.
Compliance & Risk Management
•Ensure compliance with statutory regulations, safety requirements, and organizational policies.
•Drive EHS initiatives and risk mitigation programs across all managed sites.
•Support audits, inspections, and incident management processes.
Qualifications
•Bachelor's Degree in Engineering, Facilities Management, Business Administration, or related discipline.
•Certifications in Facilities Management or Project Management are preferred.
Experience
•12–18 years of experience in facilities management or property operations.
•Proven experience managing multi-site and multi-city operations.
•Strong exposure to corporate real estate, commercial facilities, industrial, or mixed-use portfolios.
•Experience in client-facing leadership roles preferred.
Technical & Functional Skills
•Strong understanding of integrated facilities management operations.
•Expertise in KPI management, operational reporting, and governance reviews.
•Financial acumen with experience in budgeting and cost management.
•Vendor management and contract administration experience.
•Strong operational planning and problem-solving capabilities.
Behavioral Competencies
•Strong leadership and stakeholder management skills.
•Excellent communication and presentation abilities.
•Strategic thinking with operational execution focus.
•Ability to manage multiple priorities across geographically dispersed teams.
•Customer-centric and results-oriented approach.
Reporting To
Regional Director / Account Director
Travel Requirements
Frequent travel across assigned cities and sites within the cluster.
Location
On-site – Bengaluru, KA
Scheduled Weekly Hours
48
