Job Objective: To maintain and upkeep of completed residential / commercial properties of MDPL and ensure their effective management in line with the brand promise.

Primary Responsibilities

Strategic

- Ensure maintenance and service agreements are best in the industry or region

Operational

- Adherence to feedback mechanism with the customers and customize operations and maintenance services accordingly

- Coordinating with marketing team to conceptualize and execute various events across different properties to enhance brand image

- Coordinate with vendor for empanelment and tendering process.

- Prepare, maintain and report performance of each of the vendors and ensure enforcement of service level agreements

- Monitor and oversee various projects for services like security, building / mechanical / electrical works, landscaping, pest control.

- Ensure effective execution of services as per lease and service level agreements in close coordination with vendors and customers

- Interface closely with the project delivery team to be aware of the key design parameters

- Ensure effective handholding of customers from the date of sale till possession and oversee responses to customer needs and queries

Financial

- Ensure accurate and timely billing and collections

People

- Design and implement training programs for the team and ensure development of capabilities to be on par with the emerging trends in the industry

Key Result Areas Key Performance Indicators

Financial Perspective a. Continuously improve bottom line a. % reduction in operating costs without compromising on the service levels

b. Accuracy and timeliness of billings and collections

Customer Perspective b. Customer Satisfaction c. % increase in customer satisfaction scores on facility management services

Internal Process Perspective c. Execution Excellence d. % reduction in turnaround time for customer complaints

e. % reduction in number of customer complaints escalated

f. Adherence to SOPs for customer compliant monitoring, quality inspection procedures for completed properties by X date

g. Number of initiatives taken for customer engagement

Learning and Growing Perspective d. Training h. % achievement of training man hours per employee as per the schedule

External Interfaces Internal Interfaces

Customers Project Delivery Team

Vendors Finance

Service Providers Branding

Sales

Legal

Desired qualifications BE (Electrical / Mechanical), MBA (in any discipline)

Desired experience 2-5 years experience with at least 1 year experience in a homecare / property management role in the real estate or hospitality industry

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