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Job Description: City Lead - West Region

Position Overview

The City Lead for the West Region will oversee facilities management operations across Pune, Mumbai, Indore, and Gandhinagar. This role combines operational excellence with exceptional employee experience and client engagement, requiring a hospitality-focused professional who can manage multiple locations while maintaining high standards of service and stakeholder satisfaction.

Locations - Pune | Mumbai | Indore | Gandhinagar

Key Responsibilities

Strategic Planning & Operations Develop and implement facilities management plans across the West Region with focus on employee experience and operational efficiency. Optimize resource allocation including space, equipment, and personnel. Align facility managers across locations and coordinate with clients on requirements.

Employee Experience & Workplace Enhancement Create welcoming, functional work environments that enhance employee satisfaction and productivity. Implement workplace initiatives, gather user feedback, and translate insights into improvements. Partner with clients to design programs supporting employee wellbeing and engagement.

Client Engagement & Relationship Management Build strong relationships with client leadership as primary point of contact for facilities matters. Conduct regular business reviews, exceed service expectations, and act as strategic partner. Demonstrate hospitality mindset in every interaction.

People Management & Team Leadership Lead and develop facility managers across the region, fostering service excellence and accountability. Provide coaching and mentorship, conduct performance reviews, and create collaborative, inclusive team culture.

Infrastructure & Maintenance Oversight Monitor facility conditions across all locations, ensure prompt resolution of maintenance issues, and implement preventive maintenance programs. Oversee infrastructure upgrades with minimal disruption to occupants.

Vendor Management Oversee service provider contracts, evaluate vendor performance, and maintain qualified vendor network delivering responsive, courteous service across the region.

Financial Management Prepare and manage budgets for facilities expenses, track expenditures, identify cost-saving opportunities, and prioritize projects based on business impact. Provide regular financial reporting.

Safety & Compliance Ensure compliance with safety regulations, building codes, and environmental standards. Implement preventive safety measures, conduct audits, and drive continuous safety improvement.

Emergency Preparedness Develop and maintain emergency response plans for all facilities. Ensure readiness for various scenarios and lead crisis management with calm, clear communication.

Stakeholder Communication Facilitate transparent communication with all stakeholders. Address concerns with empathy and urgency, organize engagement initiatives, and build community across facilities.

Qualifications & Requirements

Education

Bachelor's degree in Hotel Management, Hospitality Management, or related field (Required)

MBA or relevant master's degree preferred

Experience

10-12 years in hospitality operations, employee experience, facilities management, or corporate services

Minimum 3 years in operations leadership role managing multiple locations/sites

Demonstrated experience with strong controls on KPIs, service delivery metrics, and SOW (Scope of Work) adherence

Proven track record of implementing and monitoring operational controls and performance dashboards

Proven track record in client-facing roles with emphasis on relationship management

Background in employee engagement and workplace experience initiatives

Core Competencies

Leadership & People Management

Exceptional people management with proven success leading distributed teams

Strong emotional intelligence and coaching abilities

Experience building collaborative, inclusive cultures

Operational Excellence & Controls

Strong analytical skills with focus on KPI tracking, trend analysis, and performance improvement

Experience establishing and enforcing SOW compliance across multiple vendors and locations

Ability to implement control mechanisms and governance frameworks

Data-driven decision making with regular performance reporting

Client Engagement

Outstanding relationship management with hospitality-driven service orientation

Ability to build strategic partnerships and act as trusted advisor

Track record of exceeding client satisfaction metrics

Communication

Excellent verbal and written skills in English and Hindi

Warm, approachable communication style

Strong presentation abilities for diverse audiences

Technical Knowledge

Understanding of building systems and facilities operations

Knowledge of workplace design and employee experience best practices

Familiarity with safety regulations and compliance requirements

Hospitality Mindset

Deep service orientation with genuine desire to create positive experiences

Grace under pressure and high attention to detail

Proactive problem-solving with "no task too small" attitude

Additional Requirements

Willingness to travel extensively across West Region

Strong analytical and financial management skills

Crisis management and decision-making abilities

Location: West Region (Pune, Mumbai, Indore, Gandhinagar)
Reports To: India Operations Head

Location:

On-site –Pune, MH

Scheduled Weekly Hours:

48

If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements.  We’re interested in getting to know you and what you bring to the table!

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.

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