Assistant Manager - Ops Coordination

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Position Overview The Operations Coordinator is a pivotal role within JLL's India Portfolio, responsible for driving day-to-day operational excellence across client sites in a designated city cluster. This role ensures efficient, seamless service delivery by proactively identifying gaps, driving process improvements and maintaining high standards of customer experience. Acting as the bridge between on-ground execution and centralized planning, the Operations Coordinator supports the India Operations Manager to optimize resource utilization, achieve SLA targets, and deliver measurable client satisfaction. This is an ideal opportunity for a facilities professional seeking to grow into city-level or regional operations leadership.

Key Responsibilities 1. Operational Responsibilities 1. Lead and coordinate daily operations across all assigned city client sites, ensuring seamless delivery of hard services, soft services, and support functions. 2. Implement operational strategies aligned with client requirements, organizational goals, and Clients global best practices. 3. Manage city-level operational budgets, track variances, and drive cost optimization initiatives. 4. Monitor performance metrics and KPIs to drive operational effectiveness across all sites within the city cluster. 5. Maintain timely and accurate data population from operational dashboards and share actionable city-level insights with the India Operations Lead. 6. Work Closely with POP Managers and support adherence to Project closure timelines

2. On-Site Client Management 1. Serve as the primary on-site point of contact, conducting regular coordination meetings with Facility Managers, City Leads, and client stakeholders. 2. Build and maintain strong working relationships with Third-Party Vendors (TPVs) and key client representatives. 3. Proactively identify service delivery risks through client feedback analysis, and escalate findings with root cause analysis and recommended actions to the India Ops Lead. 4. Ensure service delivery consistently meets or exceeds client expectations and contractual SLA requirements. 5. Respond to escalated issues with structured resolution strategies and within defined response timelines.

3. Vendor & Contract Management 1. Manage third-party vendor relationships at city level through structured governance frameworks and regular engagement. 2. Ensure vendor performance through structured scorecards, SLA compliance tracking, and corrective improvement plans. 3. Support procurement processes, vendor onboarding and maintain an up-to-date vendor database with complete documentation.

4. Process & Quality Management 1. Implement and maintain operational processes, workflows, and Standard Operating Procedures (SOPs) for city-level operations. 2. Drive continuous improvement using Lean/Kaizen methodologies to enhance operational efficiency and reduce waste. 3. Conduct periodic quality audits and site inspections to verify service standards are maintained across all city sites. 4. Support root cause analysis and corrective action planning with documented follow-through on all findings.

5. Compliance & Safety 1. Maintain current working knowledge of local labor laws, building codes, IS standards, and applicable industry regulations. 2. Ensure safety programs and regular training sessions are implemented, tracked, and well-documented across all city sites. 3. Support ESG compliance and sustainability reporting aligned with client commitments. 4. Manage incident reporting, investigation, and prevention protocols; maintain audit-ready documentation for all statutory and regulatory compliance.

6. Strategic Planning & Reporting 1. Contribute to strategic planning and business development initiatives for city-level operations. 2. Prepare and deliver operational reports, dashboards, and presentations to central teams on time for client and leadership review. 3. Analyze operational data to identify performance trends, improvement opportunities, and actionable insights

7. Financial Management OPEX (Operational Expenditure) 1. Monitor and manage city-level OPEX budgets including manpower costs, consumables, AMC charges, utility expenses, and recurring service costs. 2. Track monthly OPEX actuals against approved budgets; prepare variance analysis reports with root cause commentary and corrective action plans. 3. Identify and implement cost optimization initiatives to reduce OPEX without compromising service quality or SLA compliance. 4. Coordinate with the central finance team for timely OPEX forecasting, accruals, and month-end closure activities. 5. Maintain a detailed OPEX tracker with line-item breakdowns by site, vendor, and cost category for leadership review. CAPEX (Capital Expenditure) 6. Support identification, justification, and documentation of CAPEX requirements for city-level infrastructure upgrades, equipment replacements, and facility improvements. 7. Track CAPEX project approvals, procurement timelines, and disbursement schedules to ensure timely utilization of approved budgets. 8. Coordinate with project teams and vendors to ensure CAPEX projects are delivered within approved scope, timeline, and budget. 9. Maintain a CAPEX register with project-wise tracking of approvals, PO status, invoice processing, and asset capitalization. 10. Prepare monthly CAPEX utilization reports and flag under-utilization or over-expenditure risks to the India Operations Manager.

8. SINT / Slack – Customer Sentiments & Repeat Concerns Customer Sentiments 1. Monitor and analyze customer sentiment data from SINT/Slack channels, feedback forms, NRR surveys, and direct stakeholder interactions. 2. Categorize and track sentiment trends (positive, neutral, negative) across city sites to identify patterns and areas requiring immediate attention. 3. Prepare weekly/monthly customer sentiment dashboards highlighting key themes, recurring pain points, and improvement opportunities. 4. Collaborate with site teams to develop and implement targeted action plans addressing negative sentiment drivers. 5. Escalate critical sentiment issues with root cause analysis and recommended corrective actions to the India Operations Manager. Repeat Concerns 6. Maintain a Repeat Concerns Tracker to log, categorize, and monitor recurring issues reported through SINT/Slack and other feedback channels. 7. Conduct root cause analysis on repeat concerns to identify systemic gaps in processes, vendor performance, or resource allocation. 8. Drive corrective and preventive action (CAPA) plans for all repeat concerns with defined owners, timelines, and closure criteria. 9. Track repeat concern resolution rates and ensure closure within defined SLA timelines. 10. Present repeat concern trends and resolution status in weekly/monthly operational reviews.

9. Vendor KPIs & Contractual Obligations 1. Define, monitor, and report on vendor KPIs aligned with contractual SLAs, scope of work, and service level expectations. 2. Conduct structured monthly/quarterly vendor performance reviews using standardized scorecards covering quality, responsiveness, compliance, and cost efficiency. 3. Track vendor contractual obligations including manpower deployment, material supply commitments, AMC schedules, and statutory compliance requirements. 4. Identify vendor performance gaps and issue formal improvement notices (Cure Notices / Show Cause) with defined corrective action timelines. 5. Maintain a comprehensive vendor compliance tracker with real-time status of all contractual deliverables, penalty triggers, and renewal milestones. 6. Support contract renewal and renegotiation processes by providing data-driven performance assessments and market benchmarking inputs. 7. Ensure all vendor documentation (contracts, insurance, licenses, statutory registers) is current, complete, and audit-ready.

10. Projects – Track Milestones 1. Maintain a centralized Project Milestone Tracker for all city-level projects including fit-outs, renovations, equipment installations, and process improvement initiatives.2. Track project milestones against approved timelines, flagging delays and risks with impact assessment and mitigation plans. 3. Coordinate with POP Managers, vendors, and cross-functional teams to ensure project deliverables are completed within scope, budget, and timeline. 4. Conduct weekly project review meetings and prepare status reports with milestone completion percentages, RAG status, and next steps. 5. Ensure proper documentation of project approvals, change orders, completion certificates, and handover protocols. 6. Support post-project reviews and lessons-learned documentation to drive continuous improvement in project execution.

11. Process Audits Store Audit 1. Plan and execute periodic store/site audits to assess compliance with operational standards, housekeeping benchmarks, safety protocols, and service delivery quality. 2. Use standardized audit checklists covering all operational areas including reception, pantry, washrooms, MEP systems, security, and landscaping. 3. Document audit findings with photographic evidence, severity ratings, and corrective action requirements with defined closure timelines. 4. Track audit scores and trends across sites to identify top performers and sites requiring focused improvement interventions. Attendance Audit 5. Conduct regular attendance audits of vendor-deployed manpower to verify actual deployment against contractual headcount commitments. 6. Cross-verify attendance records from biometric systems, muster rolls, and vendor submissions to identify discrepancies. 7. Flag attendance non-compliance issues including ghost employees, unauthorized absenteeism, and overtime irregularities. 8. Ensure attendance audit findings are linked to vendor penalty clauses and reflected in monthly vendor performance reviews. Cross-Sites Audit 9. Conduct cross-site audits across the city cluster to benchmark operational standards, identify best practices, and ensure consistency in service delivery. 10. Use a standardized cross-site audit framework to evaluate performance across common parameters including safety, housekeeping, vendor compliance, and process adherence. 11. Prepare comparative audit reports highlighting site-wise performance gaps and recommend knowledge transfer initiatives between high-performing and underperforming sites. 12. Drive cross-pollination of best practices identified during cross-site audits to elevate overall portfolio performance.

12. Standardization Track Implementation 1. Monitor and track the implementation of standardized processes, SOPs, checklists, and operational templates across all city sites. 2. Maintain an Implementation Tracker with site-wise status of each standardization initiative including rollout date, adoption rate, and compliance level. 3. Conduct periodic implementation reviews to assess adherence and identify barriers to adoption; develop action plans to address gaps4. Coordinate with site teams to ensure timely rollout of new standards and provide training/support during the transition period. 5. Report implementation progress with completion percentages and RAG status to the India Operations Manager on a weekly/monthly basis. Audit Laid Down Standards 6. Conduct scheduled audits to verify compliance with laid-down standards across all operational areas including service delivery, documentation, safety, and vendor ma