Assistant Manager - Ops Coordination

Overview

Operations Coordinator role within JLL's India Portfolio, driving day-to-day operational excellence across client sites in an assigned city cluster and acting as the bridge between on-ground execution and centralized planning.

What you'll do

• Lead and coordinate daily operations across all assigned city client sites, ensuring seamless delivery of 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 to drive operational effectiveness across all sites within the city cluster.
• Maintain timely and accurate data population from operational dashboards 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 the primary on-site point of contact, conducting regular coordination meetings with Facility Managers, City Leads, and client stakeholders.
• Build and maintain strong working relationships with Third-Party Vendors (TPVs) and key client representatives.
• Proactively identify service delivery risks through client feedback analysis, and escalate findings with root cause analysis and recommended actions to the India Ops Lead.
• Ensure service delivery consistently meets or exceeds client expectations and contractual SLA requirements.
• Respond to escalated issues with structured resolution strategies and within defined response timelines.
• Manage third-party vendor relationships at city level through structured governance frameworks and regular engagement.
• Ensure vendor performance through structured scorecards, SLA compliance tracking, and corrective improvement plans.
• Support procurement processes and vendor onboarding, and maintain an up-to-date vendor database with complete documentation.
• Implement and maintain operational processes, workflows, and Standard Operating Procedures (SOPs) for city-level operations.
• Drive continuous improvement using Lean/Kaizen methodologies to enhance operational efficiency and reduce waste.
• Conduct periodic quality audits and site inspections to verify service standards are maintained across all city sites.
• Support root cause analysis and corrective action planning with documented follow-through on all findings.
• Maintain current working knowledge of local labor laws, building codes, IS standards, and applicable industry regulations.
• Ensure safety programs and regular training sessions are implemented, tracked, and well-documented across all city sites.
• Support ESG compliance and sustainability reporting aligned with client commitments.
• Manage incident reporting, investigation, and prevention protocols; maintain audit-ready documentation for all statutory and regulatory compliance.
• Contribute to strategic planning and business development initiatives for city-level operations.
• Prepare and deliver operational reports, dashboards, and presentations to central teams on time for client and leadership review.
• Analyze operational data to identify performance trends, improvement opportunities, and actionable insights.
• Monitor and manage city-level OPEX budgets including manpower costs, consumables, AMC charges, utility expenses, and recurring service costs; track monthly actuals against budget and prepare variance analysis with corrective action plans.
• Coordinate with the central finance team for timely OPEX forecasting, accruals, and month-end closure activities; maintain a detailed OPEX tracker by site, vendor, and cost category.
• Support identification, justification, and documentation of CAPEX requirements; track CAPEX approvals, procurement timelines, disbursement schedules, and project delivery within approved scope, timeline, and budget.
• Maintain a CAPEX register and prepare monthly CAPEX utilization reports, flagging under-utilization or over-expenditure risks to the India Operations Manager.
• Monitor and analyze customer sentiment data from SINT/Slack channels, feedback forms, NRR surveys, and stakeholder interactions; prepare weekly/monthly sentiment dashboards and action plans.
• Maintain a Repeat Concerns Tracker, conduct root cause analysis on repeat concerns, and drive corrective and preventive action (CAPA) plans with defined owners and timelines.
• Define, monitor, and report on vendor KPIs aligned with contractual SLAs; conduct structured vendor performance reviews using standardized scorecards.
• Track vendor contractual obligations and issue formal improvement notices (Cure Notices / Show Cause) where performance gaps are identified; support contract renewal and renegotiation.
• Maintain a centralized Project Milestone Tracker for city-level projects, flag delays and risks, coordinate with POP Managers and vendors, and ensure proper project documentation.
• Plan and execute periodic store/site audits (reception, pantry, washrooms, MEP, security, landscaping, etc.) and cross-site audits, documenting findings with photographic evidence and corrective actions.
• Conduct attendance audits of vendor-deployed manpower, cross-verifying biometric records, muster rolls and vendor submissions, and link findings to vendor penalty clauses.
• Monitor implementation of standardized processes, SOPs and templates across city sites; maintain an Implementation Tracker and report progress to the India Operations Manager.
• Conduct scheduled audits against laid-down standards using JLL and client-defined benchmarks, and 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 in Chennai, TN.
• Scheduled weekly hours: 48.