Assistant Manager - Ops Coordination

Overview

The Operations Coordinator drives day-to-day operational excellence across client sites in an assigned city cluster within JLL's India Portfolio, bridging on-ground execution with centralized planning and supporting the India Operations Manager.

What you'll do

• Lead and coordinate daily operations across all assigned city client sites, covering hard services, soft services and support functions.
• Implement operational strategies aligned with client requirements, organizational goals and client global best practices.
• Manage city-level operational budgets, track variances and drive cost optimization initiatives.
• Monitor performance metrics and KPIs across all sites in the city cluster and share actionable city-level insights with the India Operations Lead.
• Work closely with POP Managers and support adherence to project closure timelines.
• Serve as primary on-site point of contact, conducting regular coordination meetings with Facility Managers, City Leads and client stakeholders.
• Build and maintain relationships with Third-Party Vendors (TPVs) and key client representatives.
• Identify service delivery risks through client feedback analysis and escalate with root cause analysis and recommended actions.
• Ensure service delivery meets or exceeds client expectations and contractual SLA requirements.
• Manage third-party vendor relationships at city level through structured governance frameworks; ensure vendor performance via scorecards, SLA tracking and corrective improvement plans.
• Support procurement, vendor onboarding and maintenance of an up-to-date vendor database.
• Implement and maintain operational processes, workflows and SOPs for city-level operations; drive continuous improvement using Lean/Kaizen.
• Conduct periodic quality audits and site inspections; support root cause analysis and corrective action planning.
• Maintain working knowledge of local labor laws, building codes, IS standards and applicable regulations; ensure safety programs and training are implemented and documented.
• Support ESG compliance and sustainability reporting; manage incident reporting, investigation and prevention protocols with audit-ready documentation.
• Contribute to strategic planning and business development for city-level operations; prepare operational reports, dashboards and presentations for central teams.
• Monitor and manage city-level OPEX (manpower, consumables, AMC, utilities, recurring services); track actuals against budget, prepare variance analysis and coordinate with central finance on forecasting and month-end closure.
• Support identification, justification and documentation of CAPEX requirements; track CAPEX approvals, procurement timelines and disbursements; maintain CAPEX register and prepare monthly utilization reports.
• Monitor and analyze customer sentiment from SINT/Slack, feedback forms, NRR surveys and stakeholder interactions; prepare sentiment dashboards and collaborate on action plans.
• Maintain a Repeat Concerns Tracker; conduct root cause analysis and drive corrective and preventive action (CAPA) plans with owners, timelines and closure criteria.
• Define, monitor and report vendor KPIs aligned with contractual SLAs; conduct monthly/quarterly vendor performance reviews; track contractual obligations and issue Cure Notices / Show Cause where needed.
• Support contract renewal and renegotiation with data-driven performance assessments and market benchmarking inputs; keep vendor documentation current and audit-ready.
• Maintain a centralized Project Milestone Tracker for city-level projects; track milestones, flag delays, coordinate with POP Managers and vendors, and document approvals, change orders and handovers.
• Plan and execute periodic store/site audits using standardized checklists (reception, pantry, washrooms, MEP, security, landscaping); document findings with photographic evidence and corrective timelines.
• Conduct attendance audits of vendor-deployed manpower, cross-verifying biometric records, muster rolls and vendor submissions, and link findings to vendor penalty clauses.
• Conduct cross-site audits across the city cluster to benchmark standards and drive knowledge transfer between sites.
• Monitor implementation of standardized processes, SOPs and templates across city sites via an Implementation Tracker; coordinate rollout and training.
• Conduct scheduled audits against laid-down JLL and client standards; document non-conformances with severity classification and corrective plans; maintain audit records in a centralized repository.

What you'll need

• Bachelor's degree in Facilities Management, Business Administration, Operations Management, or a related field.
• 3-5 years of experience in integrated facilities management or corporate real estate operations in India.
• Proven track record managing multi-site operations encompassing hard services, soft services and support functions.
• Strong understanding of the Indian business environment, regulatory landscape and commercial real estate sector.
• Advanced proficiency in Microsoft Office Suite; experience with data analysis and reporting tools.
• Budget management experience with the ability to track P&L, variances and cost optimization measures.
• Familiarity with operational dashboards, reporting tools and data visualization techniques.
• Experience with financial tracking tools for OPEX/CAPEX management and variance analysis.
• Familiarity with vendor management systems, contract compliance tracking and performance scorecarding.
• Proficiency in audit management tools and standardized audit frameworks.
• Experience with customer sentiment analysis tools and feedback management platforms.

Nice to have

• Bachelor's degree in Facilities Management or a related discipline.
• Prior experience at a multinational IFM firm.
• Familiarity with smart building technologies, BMS/BAS systems and IoT applications in facility operations.
• Lean/Six Sigma Green Belt or equivalent process improvement certification.
• Certification in Project Management (PMP/PRINCE2) or equivalent.
• Experience with audit and compliance management in multi-site facility operations.

Details

• On-site, Hyderabad, Telangana.
• Scheduled weekly hours: 48.