Regional Lead - Chennai

• Provide leadership and oversight for all FM operations across approximately 100+ branches and regional offices.
• Ensure consistent delivery of agreed Services, and Support Services in line with contractual commitments.
• Drive operational standardization across all locations.
• Ensure timely closure of service requests, breakdowns, and critical incidents.
• Monitor service delivery performance and ensure adherence to agreed SLAs and KPIs.
• Lead crisis management and business continuity responses during emergencies.
• Ensure operational readiness for audits, inspections, and client reviews.

• Lead and manage Cluster Leads and site teams across the region.
• Develop a high-performance culture focused on accountability and customer service.
• Conduct monthly performance reviews with direct reports.
• Drive manpower optimization and workforce productivity.
• Review staffing deployment and ensure optimum resource utilization.
• Identify skill gaps and implement development and training plans.
• Mentor Cluster Leads and build succession plans for critical positions.
• Ensure employee engagement and reduce attrition across the region.

• Act as the Regional Single Point of Contact (SPOC) for client leadership.
• Develop and maintain strong relationships with regional and branch stakeholders.
• Conduct Quarterly Business Reviews (QBRs) and Monthly Operational Reviews (MORs).
• Anticipate client requirements and proactively offer solutions.
• Ensure effective handling and closure of escalations.
• Drive client satisfaction initiatives across all sites.
• Support retention and expansion of existing contracts.

• Validate billing, invoicing processes.
• Drive cost optimization while maintaining service quality.
• Identify revenue enhancement and value-added service opportunities.
• Monitor overtime, consumables, vendor costs, and manpower efficiency.

• Ensure compliance with all statutory, labor, regulatory, safety, and contractual requirements.
• Drive Environmental Health & Safety (EHS) standards across all locations.
• Conduct periodic risk assessments and safety inspections.
• Ensure compliance with Fire & Life Safety requirements.
• Lead incident investigations and root-cause analysis.
• Maintain 100% compliance documentation and audit readiness.
• Promote a zero-incident and zero-noncompliance culture.

• Develop and execute a structured branch inspection calendar.
• Personally conduct periodic inspections of critical and high-risk sites.
• Review inspection findings submitted by Cluster Leads.
• Ensure closure of audit observations within defined timelines.
• Track branch-wise compliance scores and action plans.
• Establish benchmarking standards across branches.
• Publish Regional Quality & Compliance Scorecards.
• Drive continual improvement through site maturity assessments.

• Establish governance mechanisms to monitor operational performance.
• Review SLA adherence, complaint trends, downtime, and service metrics.
• Generate and present regional MIS dashboards.
• Analyze performance data and recommend corrective actions.
• Prepare presentations for client reviews and internal leadership meetings.
• Ensure data accuracy and timely reporting from all clusters.
• Track key operational and financial KPIs.

• SLA Compliance %
• Client Satisfaction Score (CSAT)
• Complaint Closure TAT
• Employee Attrition
• Safety Compliance Score
• Branch Inspection Closure Rate

• Drive technology adoption and digital facility management initiatives.
• Lead process improvement and operational efficiency projects.
• Standardize best practices across all clusters.
• Implement innovations to improve customer experience and reduce costs.
• Utilize CAFM, CMMS, dashboarding, and analytics platforms effectively.
• Promote automation and predictive maintenance initiatives wherever feasible.

Conduct scheduled inspections across all assigned sites.

Evaluate site performance against organizational standards, SOPs, and client requirements.

Identify operational, safety, compliance, and service-delivery gaps.

Publish Branch Inspection Reports with actionable recommendations.

Track action closure and drive continuous improvement across the cluster.

Benchmark branch performance and share best practices across sites.

KPI to the RL's appraisal:

This single KPI significantly improves governance discipline and reduces operational surprises.

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

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