About the role
Key Responsibilities Maintenance and Upkeep of Common Areas and Building ? 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 clear 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