City Manager
JLL · Pune, India · 1d ago
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Job Description: City Lead - West Region
Position Overview
The City Lead for the West Region will oversee facilities management operations across Pune, Mumbai, Indore, and Gandhinagar. This role combines operational excellence with exceptional employee experience and client engagement, requiring a hospitality-focused professional who can manage multiple locations while maintaining high standards of service and stakeholder satisfaction.
Locations - Pune | Mumbai | Indore | Gandhinagar
Key Responsibilities
Strategic Planning & Operations Develop and implement facilities management plans across the West Region with focus on employee experience and operational efficiency. Optimize resource allocation including space, equipment, and personnel. Align facility managers across locations and coordinate with clients on requirements.
Employee Experience & Workplace Enhancement Create welcoming, functional work environments that enhance employee satisfaction and productivity. Implement workplace initiatives, gather user feedback, and translate insights into improvements. Partner with clients to design programs supporting employee wellbeing and engagement.
Client Engagement & Relationship Management Build strong relationships with client leadership as primary point of contact for facilities matters. Conduct regular business reviews, exceed service expectations, and act as strategic partner. Demonstrate hospitality mindset in every interaction.
People Management & Team Leadership Lead and develop facility managers across the region, fostering service excellence and accountability. Provide coaching and mentorship, conduct performance reviews, and create collaborative, inclusive team culture.
Infrastructure & Maintenance Oversight Monitor facility conditions across all locations, ensure prompt resolution of maintenance issues, and implement preventive maintenance programs. Oversee infrastructure upgrades with minimal disruption to occupants.
Vendor Management Oversee service provider contracts, evaluate vendor performance, and maintain qualified vendor network delivering responsive, courteous service across the region.
Financial Management Prepare and manage budgets for facilities expenses, track expenditures, identify cost-saving opportunities, and prioritize projects based on business impact. Provide regular financial reporting.
Safety & Compliance Ensure compliance with safety regulations, building codes, and environmental standards. Implement preventive safety measures, conduct audits, and drive continuous safety improvement.
Emergency Preparedness Develop and maintain emergency response plans for all facilities. Ensure readiness for various scenarios and lead crisis management with calm, clear communication.
Stakeholder Communication Facilitate transparent communication with all stakeholders. Address concerns with empathy and urgency, organize engagement initiatives, and build community across facilities.
Qualifications & Requirements
Education
Bachelor's degree in Hotel Management, Hospitality Management, or related field (Required)
MBA or relevant master's degree preferred
Experience
10-12 years in hospitality operations, employee experience, facilities management, or corporate services
Minimum 3 years in operations leadership role managing multiple locations/sites
Demonstrated experience with strong controls on KPIs, service delivery metrics, and SOW (Scope of Work) adherence
Proven track record of implementing and monitoring operational controls and performance dashboards
Proven track record in client-facing roles with emphasis on relationship management
Background in employee engagement and workplace experience initiatives
Core Competencies
Leadership & People Management
Exceptional people management with proven success leading distributed teams
Strong emotional intelligence and coaching abilities
Experience building collaborative, inclusive cultures
Operational Excellence & Controls
Strong analytical skills with focus on KPI tracking, trend analysis, and performance improvement
Experience establishing and enforcing SOW compliance across multiple vendors and locations
Ability to implement control mechanisms and governance frameworks
Data-driven decision making with regular performance reporting
Client Engagement
Outstanding relationship management with hospitality-driven service orientation
Ability to build strategic partnerships and act as trusted advisor
Track record of exceeding client satisfaction metrics
Communication
Excellent verbal and written skills in English and Hindi
Warm, approachable communication style
Strong presentation abilities for diverse audiences
Technical Knowledge
Understanding of building systems and facilities operations
Knowledge of workplace design and employee experience best practices
Familiarity with safety regulations and compliance requirements
Hospitality Mindset
Deep service orientation with genuine desire to create positive experiences
Grace under pressure and high attention to detail
Proactive problem-solving with "no task too small" attitude
Additional Requirements
Willingness to travel extensively across West Region
Strong analytical and financial management skills
Crisis management and decision-making abilities
Location: West Region (Pune, Mumbai, Indore, Gandhinagar)
Reports To: India Operations Head
Location:
On-site –Pune, MHScheduled Weekly Hours:
48If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements. We’re interested in getting to know you and what you bring to the table!
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