About the Role
We are looking for an experienced and highly responsible Estate Manager / Community Operations Head to take complete ownership of the day-to-day operations and resident experience of a premium residential development.
The role will be responsible for ensuring the estate operates to the highest standards of service, cleanliness, safety, maintenance, financial discipline and resident satisfaction.
The ideal candidate will be a hands-on operations leader with strong people-management, vendor-management and problem-solving capabilities. The individual will act as the key interface between residents, the management team, vendors, service partners and on-ground staff, ensuring seamless functioning of the community.
This is a high-ownership role requiring someone who can build systems, improve processes, manage costs, resolve issues proactively and create a consistently premium living experience for residents.
Key Responsibilities
1. Estate & Community Operations
- Take end-to-end responsibility for the daily operations and upkeep of the residential community.
- Oversee security, housekeeping, landscaping, waste management, common-area maintenance and other estate services.
- Ensure all common areas, amenities and facilities are maintained to defined quality and service standards.
- Establish and enforce comprehensive Standard Operating Procedures (SOPs) for routine and critical operations.
- Conduct regular inspections and proactively identify operational, safety and maintenance issues.
- Coordinate preventive and corrective maintenance activities to minimize service disruptions.
- Ensure compliance with applicable safety, statutory and operational requirements.
- Develop emergency response and contingency procedures for critical situations.
2. Resident Experience & Community Relations
- Serve as the primary operational point of contact for residents.
- Build strong, professional and service-oriented relationships with residents and resident representatives.
- Manage resident complaints, requests, escalations and disputes with maturity and urgency.
- Establish structured systems for complaint registration, tracking, resolution and closure.
- Monitor resident feedback and identify recurring issues requiring systemic solutions.
- Drive initiatives to improve resident satisfaction and the overall community experience.
- Communicate operational updates, planned maintenance and important community information effectively.
3. Vendor & Workforce Management
- Manage and monitor security, housekeeping, landscaping, maintenance and other service vendors.
- Ensure adequate staffing levels, attendance, discipline, grooming and performance standards.
- Define service expectations and KPIs for vendors and service partners.
- Conduct regular vendor performance reviews and ensure adherence to contractual obligations.
- Negotiate commercial terms and support contract renewals and vendor selection.
- Identify opportunities to improve service quality while optimizing operating costs.
- Ensure all on-ground personnel follow appropriate safety, conduct and service standards.
4. Maintenance Billing & Collections
- Oversee the complete maintenance billing and collection process.
- Ensure timely generation and distribution of monthly maintenance bills.
- Track outstanding dues and proactively follow up on delayed or defaulting payments.
- Work closely with the accounts/finance team to ensure accurate billing, collections and reconciliation.
- Prepare regular collection and outstanding reports for management review.
- Identify opportunities to improve collection efficiency and reduce receivables.
- Maintain appropriate records and documentation related to maintenance charges and collections.
5. Budgeting, Cost Control & Administration
- Prepare and manage annual and periodic operating budgets for the estate.
- Monitor actual expenditure against approved budgets.
- Identify cost leakages, inefficiencies and opportunities for operational savings.
- Ensure appropriate controls over procurement, vendor payments and operating expenses.
- Maintain accurate operational, financial and vendor records.
- Prepare periodic MIS and management reports covering operations, costs, collections, complaints and service performance.
- Support management in financial planning and operational decision-making.
6. Facility & Asset Management
- Ensure systematic maintenance of common infrastructure, amenities, equipment and community assets.
- Establish preventive maintenance schedules for critical systems and equipment.
- Maintain appropriate records of assets, warranties, service contracts and maintenance history.
- Coordinate with technical teams and external agencies for major repairs and specialized maintenance.
- Ensure the estate remains aesthetically well-maintained and consistently reflects a premium standard.
7. Systems, Technology & Process Improvement
- Develop structured systems for complaint management, preventive maintenance, vendor tracking, attendance and operational reporting.
- Introduce appropriate digital tools for service requests, billing, collections and resident communication.
- Establish dashboards and KPIs to monitor operational performance.
- Continuously review processes and implement improvements to enhance efficiency, transparency and service quality.
- Reduce dependency on informal/manual processes through appropriate systems and documentation.
8. Commercial & Value-Enhancement Support
- Contribute to initiatives that enhance the overall perception, desirability and value of the residential development.
- Identify opportunities for additional community services or revenue-generating initiatives, where appropriate.
- Support management in evaluating new service offerings, amenity partnerships and commercial opportunities.
- Maintain strong relationships with external service providers and strategic partners.
Key Performance Areas
Success in this role will be measured through:
- Overall resident satisfaction and quality of community experience.
- High standards of cleanliness, security, landscaping and maintenance.
- Timely resolution and closure of resident complaints.
- Maintenance collection efficiency and reduction in outstanding dues.
- Vendor performance and service-level compliance.
- Staff productivity, discipline and manpower optimization.
- Operating cost control and adherence to budgets.
- Preventive maintenance effectiveness and reduction in breakdowns.
- Quality and accuracy of operational MIS and reporting.
- Successful implementation of SOPs, systems and process improvements.
Candidate Profile
We are looking for a mature, service-oriented and highly accountable operations professional with:
- 5–10 years of relevant experience in property management, facility management, residential community management, hospitality operations or similar environments.
- Experience managing large residential communities, townships, premium developments, hotels or complex facilities will be strongly preferred.
- Demonstrated experience managing multiple vendors and large on-ground teams.
- Strong understanding of facility operations, maintenance, housekeeping, security and landscaping.
- Good financial understanding, including maintenance billing, collections, budgeting, cost control and reconciliation.
- Strong interpersonal and communication skills with the ability to interact confidently with residents, senior management, vendors and service teams.
- Excellent complaint handling, negotiation and conflict-resolution capabilities.
- Strong organizational skills with the ability to manage multiple priorities simultaneously.
- High level of ownership, accountability and attention to detail.
- A proactive, solution-oriented approach rather than a reactive operational mindset.
- Comfortable working in a hands-on, on-site environment.
Preferred Industry Background
Candidates from the following backgrounds would be preferred:
- Premium residential communities / townships
- Large housing societies
- Real estate / property management
- Facility management companies
- Hospitality / hotels / resorts
- Integrated facility services
- High-end commercial or mixed-use developments
Education
A graduate degree in any discipline is required.
MBA, Hotel Management, Facility Management, Operations or a related qualification would be an advantage, but is not mandatory for candidates with strong relevant experience.
Personal Attributes
The successful candidate should be:
- Highly accountable and dependable
- Service-oriented and resident-centric
- Strong in people and vendor management
- Calm and mature when handling escalations
- Commercially aware and cost-conscious
- Proactive in identifying and solving problems
- Process-oriented and disciplined
- Comfortable taking ownership of issues from identification through resolution
- Capable of maintaining high standards without compromising relationships
Employment Details
Job Type: Full-time, Permanent
Work Location: In person
Schedule: Flexible, based on operational requirements
Benefits: Paid time off and other benefits as per company policy
Why This Role Matters
This is more than a conventional facility-management position. The Estate Manager / Community Operations Head will play a critical role in protecting the quality, reputation and long-term value of the residential development while creating an exceptional day-to-day experience for its residents.
We are looking for an individual who can combine operational excellence, financial discipline, people leadership and a premium service mindset to build a professionally managed and highly regarded residential community.
Pay: ₹50,000.00 - ₹60,000.00 per month
Work Location: In person
