Roles and ResponsibilitiesThe AVP – Experience & Operations, COWRKS India should be a progressive, strategy-oriented professional with experience in both luxury and/or upper upscale hospitality and also in the business of flexible office spaces. Additional experience in commercial real estate, facilities management, and operations management is an added benefit to the requirements of this role. This position leads the pan-India COWRKS team for both Experience & Operations, and is the primary strategic business leader for all COWRKS Flex and Managed Office centres in the country. This position is responsible for developing, in partnership with other functional leaders, the COWRKS experience – the aim being to cement the brand as India’s premier serviced commercial real estate provider. This includes, but is not restricted to, designing the service experience, building upon existing brand standards, ensuring service excellence, troubleshooting operations and executing the organisation’s financial and business strategies across all centres; to improve customer experience and ultimately asset value. The scope of this position includes, but is not limited to - property management, operations management, front desk, concierge, wellness facilities, events, housekeeping, food & beverage services, tech, engineering and maintenance. Besides the shop-floor activities, this role also needs to have very strong financial and sales acumen; thereby overseeing budget creation, financial projections and reviews, identifying avenues for ROI and meeting Non-Desk Revenue (NDR) sales targets. CORE WORK ACTIVITIES Member ExperiencePartner with functional leaders to design member experience for all COWRKS Flex and Managed Offices centresEnsure that services, amenities, experiences and operational processes are executed so as to to create service excellence, leading to the best member experience possibleDeveloping brand standards and operating procedures to ensure the company’s vision and strategy is consistently implemented at all locationsIdentifying and developing appropriate vendors, keeping with brand standards, positioning and costsIdentify revenue generating opportunities and models to monetize services/amenitiesProfitabilityBuild, maintain, monitor and control operating budgets for all COWRKS Flex and Managed Offices centresRegularly review reports and financial statements to determine performance against budgetMonitor Capital expenditure projects, manpower, consumables, preventive maintenance, energy conservation and other controllable expensesConstantly analyse existing data and strategize to identify opportunities for rationalizing operations costs in line with budgeted revenuesRevenuePlay an active role in supporting the Revenue team in leasing of the office spaces in accordance with the approved business planWith support from other department leaders and Flex function heads, build and execute strategies to maximize NDR (Non-Desk Revenue) from revenue streams, including but not limited to, day passes, meeting rooms, events, shoots, F&B services etc.Develop and maintain strong relationships & networking amongst NDR source channels – these include Aggregators, IPCs & LPCsPossess a strategic bent of mind towards NDR business development and sales approaches - so as to identify key challenges and opportunities in executing the sales plan, effectively reviewing the same and meeting budgeted business plan targetsLeverage the roles of strategy & technology to maximize NDR top-line growth through competitive pricing, unique sales propositions & high visibility of NDR productsOperations and ExperienceEffective management and operations of all COWRKS Flex and Managed Offices centres – in accordance to Brand Audit StandardsDefining and maintaining operations and facilities management, consistent with the best hospitality standardsDevelop and implement Monthly SLA, Management report & other operations-related formats and reports in concurrence to client process guidelines.Possess strong vendor, sub vendor & projects contractor managementPrepare and implement management contracts; monitor all agreements, AMCs and plans for asset management effectivenessManage capital improvements, repairs and maintenance – both reactive & preventive across all centresPerform site audits of existing facilities and equipment to capture and report current condition, develop improvement plans and overlook implementation of the sameCoordinate contractual arrangements with subcontractors and suppliersLiaise with Tech team to drive and support tech products for experience team and clientsDrive unique, differentiated and well executed events that tenant members love, garner positive sentiments and maintain cost parameters while doing so Leadership and Team Management Lead cross functional teams including Operations, Experience, Food & Beverage, NDR, Events, Housekeeping, Tenant/ Member Relations teams, with superior customer-centric standards and strong operational processesCreate a safe and efficient work environment that improves business performance and optimizes staff productivityManage complex, multifunctional initiatives with significant impacts to people, process, and technologyDevelop KPIs and Metrics to drive productivity, process improvement and service levelsDriving brand partnerships and alliances, ensuring hassle free onboarding and offboarding experience of clientsClosely work with Strategy, Revenue, Marketing, Finance & Tech teams to deliver organizational goals Client ExperienceDesign and implement procedures and processes to ensure high levels of service consistency across all centres in the portfolio.Develop & administer periodic Surveys and Feedback of tenants and customers – NPS, Move Out, Events etcUtilize data to develop trends and insights that will drive continuous improvement in performanceMotivate employees to play a central role in customer care by bringing superior organizational skills, attention to detail, and passion to delight Safety, Environment and ComplianceEnsure all Fire, Health Safety & Environment compliancesBe the custodian of the organizations CSR & ESG initiatives & goals.Ensuring compliance with all legal & regulatory requirements, license, permissionsEnsure all Government & internal compliances, and to guidelines laid down by Internal & External Audit controlsGuiding and supervising maintenance of the facilitiesr.t. Govt laws and necessary companiesBEHAVIORAL ATTRIBUTESStrong experience in the management cadre in hospitality & flexible business office spaces. Proven track record of impactful leadership and creative problem-solvingHigh degree of professional judgment, maturity, integrity, and credibilityProven ability and record of leading large managerial & cross-functional teamsExcellent stakeholder management and superior communication skills; with the ability to engage and influence team members and stakeholders across all levels to drive collaboration and alignmentProactive, self-starter with a high degree of individual initiative and personal accountabilityExtensive demonstrated understanding of business concepts and strong commercial acumenAbility to navigate highly complex situations and make confident, quick and sound business decisions with clarity of thoughtExcellent planning and organizational skills with the ability to prioritize and manage several work flows concurrentlyDelivery-focused mindset to implement changes, identify and clarify ambiguities, and achieve resultsUtilises interpersonal and communication skills to lead, influence and encourage othersCommunicates the strategic goals, focus and business plan priorities to team members in a clear and precise mannerAbility to work well under pressure and to re-prioritize multiple tasks.Preferred qualifications17-20 years’ experience in hospitality/commercial real estateMore than 5 years of experience - in middle management or senior leadership positions mandatorily in flexible office spaces and luxury/upper upscale hotels, and preferably in & facilities managementMin 2-3 years’ experience in facilities management, and commercial real estate is a huge plus and will be preferred
Job Title
Assistant Vice President