About the role
Roles & Responsibilities:
Maintenance and Upkeep of Common Areas
• 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
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