Head of Operations

About the role
The Head of Operations is responsible for setting direction and managing the overall Operations function, covering Building Management, Facility Management, and Urban Development. The role ensures efficient, standardized, and safe operations while delivering excellent experiences to customers, residents, space users, and stakeholders. The Head of Operations manages Operations Strategy, Service Quality, Cost, Manpower, Risk, and Stakeholder Relationships, integrating the work of all three functions to support customer retention, quality improvement, and sustainable business growth.

Key responsibilities

- Define Operations Strategy, Operating Model, Policy, SOP, and Service Standard; set shared goals and standards across Building Management, Facility Management, and Urban Development; drive integrated operations management
- Oversee building, juristic person, and project management; elevate customer and resident service and complaint management; oversee vendor and contractor performance; build confidence with customers, residents, and committees
- Oversee facility, engineering, preventive and corrective maintenance, and asset management; ensure utility and building system reliability; reduce breakdowns and operational risk; oversee technical vendor and contractor performance
- Manage urban and common area operations; maintain cleanliness, safety, order, and area quality; manage infrastructure and environmental issues affecting space users; develop service standards and quality of life for space users
- Manage relationships with customers, residents, business operators, property owners, communities, and government agencies; serve as executive escalation point for critical issues; manage conflicts and differing stakeholder interests
- Define SLA, Service Standard, and Service Quality KPI; track complaints, incidents, service recovery, and voice of customer; drive root cause problem-solving to reduce repeat complaints
- Monitor project and area performance through Operations Dashboard; conduct Operations Review and Recovery Plan; analyze performance, risk, and issues to determine corrective approaches
- Manage Operations Budget, Manpower Cost, overtime, Vendor Cost, and Maintenance Cost; analyze cost efficiency and productivity; control costs without compromising Service Quality
- Oversee Scope of Work, SLA, and Contract Performance; manage contract risk and support client retention and contract renewal; address critical issues with strategic clients
- Establish Organization Structure and Manpower Model for Operations; develop managers and key talent; manage performance management and succession planning; build leadership teams capable of efficient management without daily dependence on the Head
- Oversee operational risk, safety, compliance, and business continuity; make decisions and manage critical events such as building system failures, accidents, emergencies, and major complaints; determine corrective and preventive actions
- Develop SOP, workflow, and operations processes; promote use of CMMS, dashboards, complaint tracking, and data analytics; reduce manual processes and increase productivity and operational visibility
- Oversee new project or area mobilization, including site survey, scope, manpower, asset, infrastructure, SOP, vendor, and service readiness prior to operations launch
- Support proposals and tenders with Operations Model, Manpower Plan, Cost, and Risk Assessment; assess readiness and value before accepting new projects
- Prepare Operations Performance Reports covering financial, customer, complaint, incident, risk, and improvement metrics; present recommendations and decisions required to management About you
- Bachelor's degree or higher in Business Administration, Management, Engineering, Facility Management, Property Management, Urban Management, or related field
- Master's degree in Business Administration, Management, or Engineering Management preferred
- Minimum 10 years of experience in Property Management, Facility Management, Building Management, Urban/Area Management, or Operations Management
- Minimum 5 years of experience at Senior Manager/Head level or equivalent
- Experience managing multiple sites or large areas
- Experience managing teams across multiple functions
- Experience in Client, Stakeholder, and Community Management
- Experience in Budget, Cost, and Manpower Management
- Experience managing complaints, incidents, and crises
- Experience with Property Management Company, Facility Management Company, Township, Mixed-use Development, or large-scale projects preferred