Assistant Cluster Lead

Role Overview

The Assistant Cluster Lead will support the Cluster Lead in managing operations across multiple residential & comemrcial communities. The incumbent will be responsible for driving operational excellence, team effectiveness, vendor performance, customer satisfaction, governance compliance, and financial discipline across assigned sites while ensuring adherence to organizational standards and service commitments.

Key Responsibilities

Operational Management

• Support the Cluster Lead in overseeing daily facility management operations across assigned communities.
• Ensure implementation and adherence to FM guidelines, SOPs, statutory requirements, and work instructions.
• Conduct regular site visits and operational audits to ensure service quality and compliance.
• Monitor preventive and corrective maintenance activities across sites.

Team Management

• Guide, mentor, and supervise Site Managers, Community Executives, and operational teams.
• Ensure manpower deployment, attendance management, roster adherence, and workforce productivity.
• Support hiring, onboarding, training, and performance management of site teams.
• Drive a culture of accountability, customer-centricity, and continuous improvement.

Financial Management

• Review operational expenses and support budget control across assigned sites.
• Monitor monthly budgets and identify opportunities for cost optimization.
• Coordinate with Finance for billing, collections, vendor payments, and financial reconciliations.
• Assist in achieving revenue and profitability targets for assigned communities.

Stakeholder Management

• Build strong relationships with Resident Welfare Associations (RWAs), Management Committees, and Developer Representatives.
• Support governance meetings and ensure closure of action items.
• Act as a key escalation point for operational and service-related issues.

Customer Experience

• Drive resident satisfaction by ensuring timely resolution of complaints and service requests.
• Monitor customer feedback and implement improvement initiatives.
• Support resident engagement activities and community-building programs.
• Minimize escalations through proactive issue identification and resolution.

Vendor Management

• Monitor vendor performance against defined SLAs, KPIs, and contractual commitments.
• Conduct periodic vendor reviews and service quality audits.
• Ensure compliance with safety, statutory, and operational standards.
• Support onboarding and governance of service partners.

Compliance & Governance

• Ensure adherence to EHS guidelines, statutory compliances, and internal audit requirements.
• Monitor documentation, licenses, certifications, and compliance trackers.
• Support implementation of risk mitigation and corrective action plans.

Review & Reporting

• Prepare and review Monthly Management Reports (MMR), operational dashboards, and business review presentations.
• Track key operational, financial, and customer experience metrics.
• Share periodic updates with stakeholders and management on site performance.

Educational Qualification

• Any Graduate / BE/ B.Tech/ MBA/ Hospitality courses/ BHM (Any)

Experience

• 8-17 years of experience in Facility Management, Property Management, Community Management, or Operations.
• Experience managing residential townships, premium housing societies, or mixed-use developments preferred.
• Prior experience leading multiple sites and vendor management is desirable.