General Manager Operations

JOB DESCRIPTION: CHIEF OPERATING OFFICER (COO)

Company: A leading Housing Development company in Bengaluru,

Reporting To: Managing Director / CEO Role: GM – Operations / Chief Operating Officer (COO)

Position Level: Senior Management Team: Functional Heads – Sales, Marketing, Accounts, HR & Administration, Projects, Facilities & Operations and other designated functions

1. POSITION PURPOSE

The GM – Operations / Chief Operating Officer (COO) will be responsible for the overall operational management, coordination and performance of the functions (incl. Sales & Marketing, Human Resources, Administration, Facilities, Projects and other assigned operational functions) in the organisation, ensuring that the strategic direction established by the Managing Director/Board is effectively translated into execution.

The position requires a strong combination of business acumen, financial discipline, operational excellence, people leadership, project orientation and stakeholder management to build a professionally managed, accountable and performance-driven organisation.

2. KEY ACCOUNTABILITIES

A. Business & Operational Leadership

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Translate organisational strategy into annual operating plans, priorities, budgets and measurable targets.

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Drive effective coordination between all functional departments and ensure alignment with organisational objectives.

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Establish systems, processes, review mechanisms and accountability structures for operational excellence.

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Identify operational bottlenecks, risks and improvement opportunities and ensure timely corrective action.

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Act as the key integrator between the Managing Director and Functional Heads.

B. Projects & Development Operations

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Provide leadership oversight for ongoing plotted development projects.

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Monitor and Review project progress against approved scope, cost, quality and timelines.

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Ensure effective coordination among Projects, Engineering, Procurement, Finance, Sales and other relevant functions.

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Escalate critical project deviations and ensure timely resolution.

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Establish project review mechanisms and management reporting systems.

C. Human Resources & Organisation Development

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Drive manpower planning, recruitment, onboarding, performance management, training and employee engagement.

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Strengthen organisational structure, roles, KRAs, KPIs and reporting relationships.

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Develop and mentor Functional Heads and build a strong second line of leadership.

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Ensure appropriate HR policies, systems, discipline and employee practices.

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Promote a culture of ownership, teamwork, accountability and continuous improvement.

D. Administration, Facilities & General Operations

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Oversee administration, office infrastructure, facilities, housekeeping, security, travel, logistics and general services.

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Ensure efficient utilisation and maintenance of organisational assets and resources.

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Establish appropriate administrative controls, SOPs and service standards.

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Ensure effective coordination of all support functions required for smooth business operations.

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Drive cost optimisation without compromising business effectiveness or employee experience.

3. LEADERSHIP & MANAGEMENT RESPONSIBILITIES

The COO will be responsible for leading and managing the Functional Heads, rather than directly performing every functional activity.

Key responsibilities include:

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Set clear objectives, KRAs and KPIs for Functional Heads and ask them to percolate down the line.

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Conduct structured monthly/quarterly performance reviews.

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Ensure cross-functional collaboration and timely decision-making.

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Coach, mentor and develop Functional Heads.

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Build succession capability and a strong leadership pipeline.

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Establish a culture of ownership, transparency and accountability.

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Resolve inter-functional conflicts and remove operational roadblocks.

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Ensure that decisions are translated into timely execution.

4. GOVERNANCE, COMPLIANCE & RISK MANAGEMENT

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Ensure organisational activities are conducted within approved policies, budgets and delegated authority.

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Establish appropriate internal controls and approval mechanisms.

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Ensure compliance with applicable laws, regulations, approvals and contractual obligations.

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Review major contracts, vendor engagements and commitments within delegated authority.

5. MANAGEMENT REPORTING & REVIEW

The COO will establish a structured Management Review System, including:

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Monthly business and operational review.

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Project-wise progress and financial review.

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HR and manpower review & Functional KPI dashboard.

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Major risk and issue tracker.

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Vendor/contractor performance review.

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Action Taken Report (ATR) on management decisions.

6. KEY PERFORMANCE INDICATORS (Indicative)

Performance will be measured against agreed organisational KPIs, including:

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Achievement of annual business and operational objectives.

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Budget adherence and cost optimisation.

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Project completion within approved cost and timelines.

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Quality and operational efficiency.

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Employee productivity, retention and leadership capability.

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Effectiveness of Functional Heads and cross-functional coordination.

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Implementation of systems, SOPs and process improvements.

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Stakeholder satisfaction.

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Overall organisational efficiency and profitability contribution.

7. QUALIFICATION & EXPERIENCE

Educational Qualification

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Graduate/Postgraduate in Business Management / Engineering Graduate - Civil.

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MBA/PGDM or equivalent management qualification will be preferred.

Experience

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15+ years of relevant professional experience, preferably with substantial experience in senior operational/functional leadership.

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Experience in Plotted Development, Real Estate, Infrastructure, Construction or allied industries will be strongly preferred.

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Should have demonstrated experience in managing multiple functions and leading senior/mid-level teams.

9. KEY BEHAVIOURAL ATTRIBUTES

The successful candidate should demonstrate:

Ownership | Integrity | Accountability | Strategic Thinking | Execution Orientation | Team Building | Financial Discipline | Decisiveness | Collaboration | Emotional Maturity | Continuous Improvement | Stakeholder Orientation

12. ROLE SUCCESS DEFINITION

The COO will be considered successful when the organisation demonstrates:

“Clear accountability + strong functional leadership + financial discipline + predictable project execution + robust systems + high employee ownership + effective management control.”

The ultimate expectation from the role is to build an organisation that is less dependent on individual promoters and increasingly driven by professional systems, capable leaders, measurable performance and disciplined execution.