Senior Director, Operations

Overview

Account Director for Facility Management serving a banking client, based on-site in Mumbai, responsible for end-to-end facility management services, client relationships, business development, financial management and compliance.

What you'll do

• Serve as the primary point of contact for assigned banking client accounts
• Build and maintain strong C-level relationships with client stakeholders
• Conduct regular client meetings, business reviews, and strategic planning sessions
• Ensure exceptional client satisfaction and retention
• Oversee end-to-end facility management services, including hard services (HVAC, electrical, plumbing, fire safety) and soft services (cleaning, security, catering, landscaping)
• Oversee space planning and workplace optimization
• Oversee energy management and sustainability initiatives
• Monitor service level agreements (SLAs) and KPI performance
• Lead incident resolution and crisis management
• Identify opportunities for service expansion and contract growth
• Develop and present proposals for additional services
• Collaborate with sales teams to secure new business opportunities
• Conduct market analysis and competitor benchmarking
• Manage P&L responsibility for assigned accounts
• Develop and monitor budgets, forecasts, and financial reports
• Optimize cost efficiencies while maintaining service quality
• Process invoicing and manage contract negotiations
• Ensure compliance with banking industry regulations and security requirements
• Maintain knowledge of financial services compliance standards
• Implement risk mitigation strategies
• Coordinate vendor management and due diligence processes

What you'll need

• Bachelor's degree in Business, Engineering, or related field
• 5-8 years of experience in facility management or account management
• Strong knowledge of integrated facility management services
• Understanding of banking operations and regulatory environment
• Exceptional client relationship management skills
• Strong business acumen and financial analysis capabilities
• Excellent communication and presentation skills
• Problem-solving and crisis management expertise
• Project management capabilities
• Team leadership and vendor management experience

Nice to have

• 3+ years of experience serving financial services/banking clients
• MBA or relevant professional certifications (CFM, FMP, PMP)
• Experience with workplace transformation and change management
• Knowledge of sustainability and ESG initiatives

Details

• Location: On-site, Mumbai, MH
• Scheduled weekly hours: 48