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Vp, Operations

2 weeks ago

Singapore Hmlet Pte. Ltd. Full time

**About the job**

Hmlet is the leading flexible living brand in Asia, disrupting the home rental market by offering urbanities a curated, cost-effective and hassle-free accommodation solution. Backed up by Sequoia Capital and Burda Principal Investments and as part of the Habyt GmbH group, we change the way people live by leveraging technology, design, planning, and services in the evolving reality of real estate.

As we scale across countries and across borders, the Operations Team is critical to providing our members with a seamless and joyful experience. As a vital leader of our Operations team, you will report to the CEO and will manage and assign roles and responsibilities across customer service, facilities management, security, and housekeeping teams to service our portfolio of properties.

As our VP, of Operations for APAC, you oversee the operations to ensure all areas run smoothly and the best customer service is delivered according to the business standards and priorities. You ensure our operations teams are well coordinated and efficient. With excellent problem-solving skills, you will prioritize day-to-day issues, and effectively delegate responsibilities to make sure deadlines are met, and problems are resolved to deliver on targets.

**You will be responsible for**:

- Recruit, train and lead team members to continuously improve the experience and service execution across the below teams under your scope across the Hmlet portfolio in APAC
- Facilities Management/ Maintenance & Security
- Housekeeping
- Member or Guest Experience
- Guide the team into identifying new suppliers, negotiating and maintaining vendor relationships for the best cost-efficient and successful contracts including but not limited to:

- Housekeeping & Laundry
- Maintenance & MEP including all Building Management scopes such as Landscape, Pest Control, Aircon Maintenance, and Security, among other
- Set and drive KPI targets within the portfolio
- Develop and oversee all the Facilities team into delivering adequate preventive maintenance actions that will improve the apartment conditions
- Be the final point of escalated issues both across members and landlords when related to the issues involving both customers and Landlords related to Building Management, this involves operational emergencies
- Identify better efficiencies with existing processes to help optimize the labor time/cost ratio
- Accountability for department budget and spending including management of Opex across both the boutique and residential portfolio
- Oversee and approve maintenance-related procurement requests
- Ensuring compliance with local Fire & Life Safety and other Building Regulations
- Set the team and workflows to be capable of coping with new building openings showing that your Operations team can scale efficiently and promptly
- Work across a building opening project giving support and input to the project management team ensuring that the OS&E and FF&E orders are as per needs, aligning budget and executing an adequate handover process between the Operations and Project Management team.
- Work closely with other departments including Finance, Demand, and Real Estate for alignment and seamless execution
- Help implement a quality control process to improve Member satisfaction
- Drive customer surveys across the member journey in collaboration with the Member Services global team and with the Sales team
- Conduct Operations/Sales meetings when required to align the
- Continuous review of the ticketing system and data reports to:

- Set SLA standards and review them regularly. Drive SLAs for Customer Service, Maintenance, and Housekeeping Teams, among other
- Manage staff performance and find continuous improvement
- Analyze aging tickets, managing priorities and action plans for poor-performing SLAs

**The skills, attitude, and experience we require are**:

- A minimum of 8 years relevant experience in hospitality, asset management, construction or related industry with deep knowledge of Operations le
- Strong working knowledge of commercial MEP systems, specifically HVAC, plumbing, fire and life safety systems, and electrical distribution networks
- Experience in managing housekeeping duties in the hospitality sector
- Strong project management, organization, and writing skills
- Strong leadership skills and experience, having managed teams of more than five employees
- Experienced and comfortable in a multicultural environment
- A hands-on and lead-by-example style
- Highly detail-oriented
- Excellent cross-team communication skills
- Location
- Singapore, Singapore
- Department
- Operations Management
- Employment Type
- Full-time
- Minimum Experience
- Experienced