Back Office Manager

Responsible for overseeing the end-to end lifecycle of facility management services- from client onboarding and SLA tracking to technical execution and customer satisfaction analysis. Governing internal human capital by aligning employee competencies, training, and onboarding with the company’s overarching strategic goals.

Operations & Helpdesk SupervisionCross-Departmental Synergy: Communicate directly with the Business Development department to onboard new clients into the system, issuing service tickets with complete technical details to facilitate seamless progress tracking and analysis.

Ticket Lifecycle Governance: Supervise ticket creation within the system and monitor the Help Desk Team to ensure elevated customer satisfaction while strictly adhering to SLA policies.SLA & Performance Mapping: Identify and define specific Service Level Agreements (SLAs) for different service lines to anchor a high baseline of operational performance.

Feedback Loop Management: Conduct deep-dive analyses of customer satisfaction ratings to monitor business performance.

Actively follow up on customer complaints and feedback with the concerned employee to ensure all cases are decisively closedHR & Administrative GovernanceStrategic Competency Architecture: Identify specific operational criteria and employee competencies, directly linking them to the company’s long-term growth strategy.

Onboarding & Induction: Supervise the company’s employee onboarding process, continuously evaluating its effectiveness and providing structural recommendations for improvement.

Job Analysis & Training Development: Supervise ongoing job analyses across roles and update the company’s annual training plan by identifying skill gaps and presenting data-backed recommendations.

Logistics, Fleet & Secure Cash DistributionSecure Cash Payroll Logistics: Plan, supervise, and secure the logistics and transit routes for drivers delivering cash payments/payroll to employees deployed across various remote sites and project locations.

Risk & Protocol Management: Establish strict security protocols for cash handling, verifying chain-of-custody documentation, signed receipts, and field site verifications to mitigate risk and eliminate discrepancies.

Commercial Procurement ManagementClient Material Procurement: Manage the end-to-end procurement process for specialized items, spare parts, and equipment required directly by clients or contract scopes.

Vendor & Budget Control: Source materials from authorized suppliers, negotiate pricing, issue Purchase Orders (POs), and ensure items are delivered on schedule to prevent project delays.

Financial Reconciliation: Track and cross-reference all procurement costs against specific client profiles to ensure accurate client invoicing, markups, and transparent financial reporting.Continuous Improvement & KPI ManagementSupervise corrective and preventive maintenance processes and review the related reports.

Govern the key performance indicators of the processes and keep track of the records.

Plan for any required corrective actions and potential points of improvement.

Provide GM with frequent reports on client facility management performance and identify gaps for improvement.