Deputy City Operations Manager - Gurugram

Role- Deputy City Operations Manager - Gurugram

Excellent Communication Skills In Hindi, English Are Required,

Work days: 6 days working, Weekly off: Monday (Sunday working day)

About The Role

The Deputy City Operations Head will lead city-level operations for Company, ensuring seamless functioning, client satisfaction, and profitability across all active societies. This leadership role demands strong on-ground execution, team management, cross-functional coordination, and a commitment to service excellence.

The incumbent will oversee operational delivery across residential communities using the Company's platform and its integrated hardware ecosystem — including Boom Barriers, RFID, and ANPR systems.

Job Description:-

• Client Servicing & Relationship Management
• Serve as the single point of contact (SPOC) for all premium societies — RWAs, Facility Managers, and Builders.
• Ensure high client satisfaction through prompt issue resolution and proactive engagement.
• Conduct regular review meetings with societies to track SLAs, performance, and evolving requirements.
• Build and sustain long-term client relationships to ensure renewals, retention, and referrals.
• Collaborate with product and tech teams to address recurring issues or feature requests.
• Operations & Execution
• Oversee all on-ground operational activities across the assigned city.
• Ensure 100% uptime and seamless functioning of the Company's ecosystem.
• Monitor SLA adherence for ticket closures, response times, and client communication.
• Maintain updated and accurate data for all societies — including visitor logs, resident databases, and vehicle lists.
• Coordinate with logistics and vendors for timely deployment, maintenance, and support services.
• Team Management & Field Operations
• Lead and mentor a city-level operations team.
• Define and monitor daily visit plans, service goals, and review schedules.
• Conduct on-ground audits and surprise checks to ensure service quality and adherence to SOPs.
• Drive a culture of teamwork, discipline, and accountability across the city team.
• Business & Profitability
• Own and drive city-level profitability through cost optimization and efficiency.
• Support upselling and cross-selling of Company platform features and paid add-ons (RFID tags, parking solutions, ANPR upgrades, etc.).
• Ensure timely payment collections and renewals from societies.
• Optimize resource utilization to minimize idle deployments and stock wastage.
• Reporting & Governance
• Maintain accurate daily MIS reports on operations, servicing, and client feedback.
• Track performance metrics using CRM and ticketing dashboards.
• Share weekly city performance summaries with management.
• Ensure full compliance with company SOPs, safety guidelines, and governance standards.
  
  

Key Skills & Competencies

• Strong leadership and people management abilities.
• Excellent communication, relationship-handling, and negotiation skills.
• Hands-on, operationally focused mindset with attention to detail.
• Strong problem-solving and escalation management capabilities.
• Data-driven decision-making using Excel and operational dashboards.
• Ability to manage multi-site operations under pressure.
  
  

Mandatory requirements for this position

• Graduate / Postgraduate in Business, Engineering, or Operations.
• Two-wheeler / four-wheeler with valid driving licence is mandatory.
• 5–10 years of experience in Client Servicing, Sales, or Operations roles.
• Proven success in managing city-level teams, P&L, and client portfolios.
  
  

Key Performance Indicators (KPIs)

• Client Retention & Renewal Rate
• SLA Adherence (% of tickets closed within timelines)
• Society Satisfaction Score (CSAT)
• Monthly Profitability & Cost Efficiency
• Team Productivity (visits, closures, escalations handled)
  
  

What we have to offer!

• Opportunity to work closely with high-performing Sales and Operations teams.
• Exposure to end-to-end client management and process optimization.
• Fast-paced and collaborative work environment with growth opportunities.
  
  

Benefits

• Variable pay
• Corporate Health Insurance
• Travel Allowance
• Monthly R&R awards
  
  

Skills: digital,dashboards,closures,teams,managing operations,ownership,saas,proptech,communication skills,operations,rwa,team management,anpr,communication,campaigns