Regional Operations Manager

ROLES
1. Operation Management (40%)
• Standard Operating Procedure (SOP) Guidance: Provide direction and guidance to the ground team across all SLP Parks regarding the implementation of Standard Operating Procedures (SOPs).
• Joint Inspections with Property Managers: Collaborate with Property Managers at respective parks to perform inspections, ensuring operations, maintenance, and Health, Safety, and Environmental (HSE) standards are met at all SLP Parks.
2. Customer Experience (40%)
• Familiarity with Lease Agreement Services: Ensure a comprehensive understanding of the services provided to customers as outlined in the Lease Agreement.
• Customer Interaction & Problem Resolution: Strategize solutions for customer interactions, addressing concerns beyond the scope of Property Managers' daily support at each SLP Park.
3. Administration (20%)
• Contract Management of Service Providers: Oversee and manage contracts with service providers.
• Budgeting & Financial Control: Develop and control the annual budget, ensuring effective cost management.
• Filing & Reporting: Manage documentation and ensure timely and accurate reporting.
• SOP Creation & Updates: Compile, create, and update SOPs as necessary to maintain operational excellence.
DETAILED DUTIES
• Legal and Operational Knowledge: Be well-versed in the Lease Agreement, Customer Handbook, Customer Fit-out Guide, and relevant real estate laws (including firefighting safety, environmental regulations) to monitor the implementation of these standards by customers and contractors.
• Customer Requirements Handling: Address customer requirements and feedback that exceed the control of the Property Manager, providing optimal solutions to resolve issues.
• Customer Interaction Across Vietnam: Engage with customers at SLP Parks across Vietnam (from North to South), whether via phone or in-person, to deeply understand their operations and needs, ensuring the right solutions are provided.
• Fit-Out & Reinstatement Process Coordination: Collaborate with Property Managers to guide customers through the entire process, from move-in, fit-out execution, to move-out and reinstatement, ensuring all procedures align with the Lease Agreement and Fit-Out Guide.
• Routine Inspections: Conduct regular inspections at all SLP Parks to monitor the quality of service in operation, maintenance, and HSE, ensuring standards are consistently maintained.
• Service Provider Contract Monitoring: Coordinate and manage all contracts with service providers, ensuring timely and proper execution.
• Annual Budget Planning & Expense Control: Work closely with the team to develop the annual budget and ensure tight control over operational expenses.