Managing IFM for corporate sector on behalf of CBRE South Asia Pvt Ltd

Responsibilities ♦ Manage the regional portfolio through both direct employees and third-party service providers, to ensure that all KPI and SLA are met or exceeded♦ Managed performance, developed, trained and ensured efficient utilization of staff♦ Developed and maintained a high performance team utilizing HR top grading and other tools for hiring, talent and succession planning, and development planning♦ Responsible for overall team management, staff development and planning. Execute staff succession and growth plans♦ Operating as the lead point of contact for any and all matters specific to client♦ Acquiring a thorough understanding of key clients’ needs and requirements♦ Expanding the relationships with existing clients by continuously proposing solutions that meet their objectives whilst ensuring cost control measures are in place♦ Played an integral part in generating new sales that will turn into long-lasting relationships♦ Weekly & Monthly meet with clients and internal stake holders to review performance and MIS for every site and every client♦ Managed P&L♦ Manage 2 sites consist of 5 buildings and approx. 5 lakh square feet in Pune♦ IFM ( Integrated Facility Management) implementation across all locations and sites which covers the following services o House Keeping o Pantry o Office Assistants o Plumbing o Carpentry o Engineering, Repair and Maintenance o Pest Control o Mail Room services o Facility Helpdesk Management o Transport Helpdesk o Transport Operations o Cafeteria Management o Vendor Management (DG, Lift, Major PPM’s, Project work, Civil Work etc) o Client Billing from various vendors o Procurement o MIS♦ Ensure Training is provided for all staff through certified trainers for their assigned task before commencement of work

Responsibilities ♦ Operating as the lead point of contact for any and all matters specific to client♦ Developing trust relationships with clients to ensure they do not turn to competition♦ Acquiring a thorough understanding of key clients needs and requirements♦ Expanding the relationships with existing clients by continuously proposing solutions that meet their objectives whilst ensuring cost control measures are in place♦ Serve as the link of communication between key clients and internal teams♦ Resolve any issues and problems faced by clients and deal with complaints to maintain trust by implementation of effective Escalation matrix♦ Play an integral part in generating new sales that will turn into long-lasting relationships♦ Manage reports of progress and forecasts to internal and external stakeholders using key account metrics through Site Managers/ Site Heads♦ Weekly & Monthly meet with clients and internal stake holders to review performance and MIS for every site and every client♦ Manage P&L♦ Negotiate contracts and close agreements to maximize profits through vendor management♦ Manage 4 sites and 9 Guest Houses/ Transit Flats across Mumbai & Thane♦ IFM ( Integrated Facility Management) implementation across all locations and sites which covers the following serviceso House Keepingo Pantryo Office Assistantso Plumbingo Carpentryo Technicalo Receptionisto Nurse (Medical)o Gardening (Horticulture)o Pest Controlo EPBX Operationo Mail Room serviceso Vendor Management (DG, Lift, Major PPM’s, Project work, Civil Work etc)o Guest House Management ♦ QHSE standards are maintained at all locations and every individual associated with the team has gone QHSE training and certification

♦Project management and supervising and coordinating the work of contractors♦Investigating availability and suitability of options for new premises.♦Planning for future development in line with strategic business objectives♦Planning best allocation and utilization of space and resources for new buildings, or re-organizing current premises.♦Checking that agreed work by staff or contractors has been completed satisfactorily and following up on any deficiencies.♦Directing, coordinating and planning essential central services such as reception, security, maintenance, mail, archiving, cleaning, catering, waste disposal and recycling;♦Calculating and comparing costs for required goods or services to achieve maximum value for money♦Observing the property A/c units, Electrical Panels, DG set, UPS, Elevators etc are working properly♦Responding appropriately to emergencies or urgent issues as they arise and dealing with the consequences♦Preparing PPM for all the equipments (Plan Preventive Maintenance)♦Involvement in both strategic planning and day-to-day operations, particularly in relation to buildings and premises. Areas of responsibility include:Building and Ground maintenance;Cleaning;Catering and Vending;Health and Safety;Procurement and Contract management;Security;Space management (Lease Management);Utilities and Communications Infrastructure

Responsibilities with Learning Excellence (People Function) – Intelligence & Analytics (Apr – 2011 to Jul – 2014):♦Improvise & work towards improving the quality of the MIS, reports and dashboards constantly Coordinate with Planning team, Training delivery and recruitment for hiring numbers delivery ♦Periodically assess hiring profile for different areas (skill set) to meet business objective as per company plan ♦Timely & Accurate updation on employee information & performance in TMS and data mart ♦Preparation of MIS reports, presentation & updates for Management ♦Process documentation, Ownership & Direction ♦At the start of the assessment period, conduct Objective Setting Conversations with each direct report, where business & department objectives, KRAs & KPIs are discussed and agreed and documented♦Managing YBR / QBR / MBR / Peoples Deck ♦Projects & Process improvements♦Monthly Audits on all reports , TMS and Data warehouse

Workforce & Business Planning as Analyst (till Mar 2011)♦Responsible for scheduling & planning required call taking as per forecasted Volume and AHT ♦Worked on Impact Assessment for various skill sets for AHT, Volume, Required FTE (Full Time Employees) ♦Responsible for planning training for all skill sets within the contact centre for various purpose ♦Have been consistent in meeting the expectations within the prescribed time line ♦Have handled planning & scheduling of skill sets with head count up to 1000 employees ♦Initiated Employee Focus Group Discussion with Ops Planning (Workforce & Business Planning) ensuring all expectations from both sides are met to best possible way thus improving employee satisfaction which has proven to be very beneficial ♦Consistently working closely with operations to enhance employee expectation & derivable from Ops Planning (W&BP) ♦Merged skill sets ensuring desired service level were met while saving FTE ♦Supporting team by taking ownership off all issues related to the group & finding appropriate resolution ♦Responsible for training new analyst in EWFM for planning & scheduling, AMS (Attendance Management System), LMS (Leave Management System) and Intraday ♦Apart from scheduling assisting operations with real time monitoring in cases of CIQ (calls in queue) ♦Updating Heads of the skill set from UK on happenings in the skill set & providing solutions as per situation on weekly basis ♦Consistently driving the Leave Management System (LMS) usage and driving awareness about the usage of the leaves