Center of Excellence IFM Business

Job Description: Head - Central of Excellence

Reporting To: COO- IFM Business

Location: Chennai

Position Overview
The Head - Central of Excellence leads quality assurance service deliverables site transitions CRM operations training programs and related functions within Indias Integrated Facilities Management (IFM) sector. Reporting directly to the COO of IFM Business this role drives operational standardization continuous improvement and excellence across a large-scale organization with 55000 employees. The position ensures alignment with business goals like cost optimization compliance and client satisfaction in a competitive IFM landscape.

Key Responsibilities

• Oversee quality management systems including audits KPIs vendor performance and compliance with Indian labor laws (e.g. Wage Codes POSH).
  
• Manage site transitions ensuring seamless onboarding minimal downtime and standardized processes for new contracts or expansions.
  
• Drive CRM strategies for client relationship management contract renewals feedback loops and service excellence reporting.
  
• Develop and deliver training programs using modern methodologies like NLP-based coaching for workforce upskilling in IFM operations.
  
• Lead cross-functional teams to enhance deliverables implement Lean/Six Sigma for process optimization and monitor metrics like SLAs TAT and client NPS.
  
• Collaborate with COO on strategic initiatives budgeting policy development and organizational restructuring for scalability.
  

Required Qualifications and Experience

• 15 years in IFM/HR/operations with 5 years in leadership roles focused on quality training or CoE functions.
  
• Expertise in IFM industry practices organizational design NLP coaching and Indian regulatory compliance.
  
• Postgraduate degree (MBA preferred) with certifications in Six Sigma Black Belt NLP Master Practitioner or equivalent.
  
• Proven track record in large-scale IFM firms (1800-2000 Crores turnover) handling multi-site transitions and 50000 employee ecosystems.
  

Skills and Competencies

• Strategic mindset for policy development talent management and KPI-driven performance.
  
• Strong stakeholder management public speaking and trainer modeling for internal communications.
  
• Proficiency in HRMS tools PowerPoint for presentations and data analytics for MIS reporting.
  
• Location preference: Chennai Tamil Nadu with travel across India.
  

Core Responsibilities

Drive quality management systems through audits KPIs and compliance with Indian labor laws such as Wage Codes. Lead site transitions for seamless onboarding and minimal downtime in multi-site contracts. Implement CRM strategies to enhance client relationships feedback and contract renewals.

Training and Development

Design and deliver training programs incorporating NLP-based coaching for workforce upskilling in IFM operations. Foster trainer modeling and public speaking skills for internal communications. Monitor training effectiveness via metrics like skill adoption and performance uplift.

Operational Excellence

Optimize deliverables using Lean/Six Sigma methodologies for process improvements and SLAs. Collaborate on budgeting policy development and organizational restructuring for scalability. Track metrics including TAT client NPS and cost efficiencies across 1000 sites.

A Center of Excellence (CoE) in Integrated Facilities Management (IFM) thrives under a centralized hierarchical structure reporting to executive leadership like the COO. This setup integrates cross-functional teams for standardization quality and innovation across large-scale operations in India. It supports pillars like skilled workforce development and data-driven processes.

Hierarchical Placement

CoE Head reports directly to COO-IFM Business with dotted lines to regional operations heads for alignment. Positioned parallel to verticals (e.g. hard services soft services) to provide oversight without operational silos. Enables strategic governance over 55000 employees and multi-site portfolios.

Core Teams and Functions

• Quality & Compliance Team: Manages audits SOPs KPIs and Indian labor law adherence (e.g. Wage Codes).
  
• Transition & Delivery Specialists: Handles site onboarding SLAs and process standardization.
  
• Training & Development Unit: Delivers NLP-based programs trainer modeling for upskilling.
  
• CRM & Analytics Group: Oversees client feedback NPS tracking and MIS reporting.
  Teams consist of subject matter experts (10-20 members) challenging status quo for scalable solutions.