Job Summary
The Head of Facilities is responsible for leading and managing all facilities functions across BPO operations, ensuring uninterrupted 24/7 service delivery. This role focuses on infrastructure reliability, workplace experience, safety, and cost optimization, supporting high-density office environments such as contact centers and back-office operations.
Key Responsibilities
1. Facilities Strategy & Leadership
- Develop and execute facilities strategies aligned with BPO operational requirements.
- Lead multi-site facilities teams supporting 24/7 operations.
- Ensure infrastructure readiness for business growth, transitions, and ramp-ups.
2. Operations & Maintenance (Critical for BPO)
- Ensure zero/near-zero downtime for all critical infrastructure (power, HVAC, network rooms).
- Oversee maintenance of UPS, generators, electrical systems, and data cabling.
- Manage preventive and corrective maintenance schedules to support round-the-clock operations.
3. Workplace & Employee Experience
- Maintain a safe, clean, and ergonomic work environment for large employee populations.
- Oversee seating capacity planning, workstation readiness, and shift-based usage.
- Partner with HR and Operations to improve workplace experience and engagement.
4. Vendor & Contract Management
- Manage vendors for security, housekeeping, technical maintenance, and cafeteria services.
- Ensure strict adherence to SLAs, especially for uptime and response times.
- Drive vendor performance reviews and cost optimization initiatives.
5. Health, Safety & Compliance
- Ensure compliance with local regulations, fire safety, and occupational health standards.
- Conduct regular fire drills, emergency response training, and evacuation planning.
- Maintain audit readiness for internal and client compliance requirements.
6. Business Continuity & Disaster Recovery
- Develop and maintain Business Continuity Plans (BCP) and Disaster Recovery (DR) for facilities.
- Ensure backup power systems and redundancy for critical operations.
- Lead response during disruptions (e.g., power outages, system failures).
7. Budgeting & Cost Management
- Manage OPEX and CAPEX budgets for facilities.
- Track and optimize utility consumption (electricity, water, cooling).
- Identify cost-saving initiatives without compromising service quality.
8. Space Planning & Capacity Management
- Plan and optimize seating layouts for maximum efficiency.
- Support rapid ramp-ups, transitions, and new client onboarding.
- Manage expansion projects, relocations, and site fit-outs.
9. Sustainability & Efficiency
- Implement energy-saving initiatives in high-consumption environments.
- Drive green workplace practices and monitor environmental impact.
Qualifications & Skills
Education:
- Bachelor's degree in Engineering, Facilities Management, or related field.
Experience:
- 10–15 years of experience in facilities management, preferably in BPO or large corporate environments.
- Minimum 5+ years in a leadership role managing 24/7 operations.
Skills:
- Strong understanding of critical infrastructure systems (UPS, DG sets, HVAC, electrical)
- Experience in high-density office environments
- Excellent leadership and stakeholder management skills
- Strong financial and vendor management capabilities
- Crisis management and problem-solving skills
Preferred Competencies
- Experience in BPO/contact center environments
- Certifications (e.g., IFMA, NEBOSH, or equivalent)
- Knowledge of BCP/DR frameworks
- Exposure to smart building systems and automation
Working Conditions
- 24/7 operational environment; on-call availability required
- Frequent site visits across delivery centers
- High-pressure environment with critical uptime requirements
