Center head- from hotels only

Designation: Centre Head (Hotels background only)

Department: Client Experience and Operations

Key Roles & Responsibilities:

Team: Client Experience

Reports To: Regional Lead /City Lead

The Centre Manager is responsible for the end-to-end performance of the center— client experience, operational excellence, servicedelivery, vendor management, and profitability.

Client Experience & Relationship Management Serves as the primary point of contactfor all clients in the center. Conducts regular client meetings to gather feedbackand drive satisfaction. Manages the entire client lifecycle: move-in, onboarding, experience, engagement, move-out. Resolves escalations withincommitted SLAs; proactively track dissatisfaction drivers. Drives adoption of Smartworks tech platforms (C-SPOC,ticketing, etc.). Renewals coordination support:highlight early risks,prepare feedback insights,and partners with Regional/City leads. Operations Excellence & Service Delivery Ensures centre readinessthrough daily rounds across reception, cafeteria, pantry, washrooms, client areas. Monitors housekeeping, security, pantry, and engineering teams to maintain SLA and quality standards. Oversees ticket resolution, prevent recurrence, and maintain SLA breachBachelor's degree in Business, Hospitality, Facility Management, or equivalent. Experience 15–20 years in centre management, facility operations, hospitality, or client-facing environments. Strong experience in people management and vendor management. Exposure to commercial buildings, MEP basics,client servicing, and operational governance. Skills Strong communication and relationship management Operational excellence mindset Analytical and data-driven decision making Crisis management and escalation handling Coordination with cross-functional teams