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 (C