- We are seeking a proactive, strategic, and high-energy Facilities Operations Manager to serve as the chief architect of Hugo's physical environment. This is not just a maintenance role; it is a critical enablement function.
- You will be responsible for ensuring the optimal functionality, safety, and 24/7 reliability of all Hugo campuses, transforming our facilities into a competitive advantage for our BPO business.
The ideal candidate will:
- Be a Master of Reliability: You understand that in a BPO, a power outage or IT or equipment failure isn't just an inconvenience, it's a service breach. You are obsessed with redundancy, uptime, and preventive maintenance.
- Be a Systems Thinker: You don't just manage one building; you create the "Hugo Standard." You have the vision to design SOPs and infrastructure frameworks that can be replicated as we scale across multiple campuses.
- Be a Strategic Negotiator: You will lead vendor management with a focus on both cost-efficiency and high-tier service delivery, ensuring Hugo gets maximum value from our partners.
- Be a Performance Driver: You are comfortable leading a diverse team of technicians, instilling a culture of excellence, urgency, and extreme attention to detail.
- Be Future-Oriented: You bridge the gap between expansion and operations, ensuring that new sites are not just "built," but are operationally sound and ready for high-performance work from day one.
- Ultimately, we are looking for someone who takes pride in the "unseen excellence" of a perfectly run campus, where the power is always on, the environment is pristine, and the infrastructure scales seamlessly with our growth.
What Does the Role Entail
Mission-Critical Infrastructure & Uptime Management:
- Guarantee 99.9% Operational Uptime: Serve as the ultimate custodian of business continuity, ensuring power, HVAC, IT and audio/visual infrastructure are resilient and redundancy systems are always "battle-ready."
- Incident Command: Lead the rapid response and root-cause analysis for any facility incidents, ensuring all technical faults are resolved within strict Service Level Agreements (SLAs).
- Daily Operational Rigor: Implement a regime of daily performance checks and real-time monitoring across all campuses to catch failures before they impact the BPO staff.
Strategic Maintenance & Systems Engineering:
- Preventive Excellence: Shift the culture from reactive "break-fix" to proactive maintenance. You will design and enforce the Master Preventive Maintenance (PM) Schedule for all critical assets (Generators, HVAC, UPS).
- Asset Lifecycle Management: Maintain meticulous documentation, equipment logs, and inspection records to maximize the lifespan of Hugo's physical assets and reduce unplanned downtime.
High-Performance Team Leadership:
- Technical Mentorship: Lead and upskill a dedicated team of Facility Technicians and support staff, transforming them into a high-response unit through daily briefings and structured training.
- Workforce Oversight: Manage task distribution and performance tracking, ensuring the team upholds the highest standards of professionalism and technical accuracy.
Vendor Excellence & Contract Governance:
- Performance-Based Partnerships: Manage the full lifecycle of facilities vendorsfrom cleaning to specialized engineeringusing structured scorecards to ensure ≥90% compliance with Hugo's standards.
- Strategic Procurement: Negotiate contracts and SLAs that balance premium service delivery with cost-efficiency, ensuring Hugo remains a "priority client" for our partners.
HSE, Compliance & Risk Mitigation:
- Safety Stewardship: Own the health and safety environment across all sites, ensuring that fire suppression systems, emergency exits, and safety protocols are fully compliant with local regulations and global BPO standards.
- Audit Readiness: Lead quarterly safety and operational audits, ensuring that any critical findings are closed out with urgency.
Efficiency, Sustainability & Reporting:
- Cost & Energy Optimization: Analyze consumption patterns (Power/Fuel/Water) and implement innovative measures to hit annual energy reduction and cost-saving targets.
- Data-Driven Insights: Maintain real-time dashboards and provide monthly summaries that offer clear recommendations for operational improvements and expansion readiness.
- Bachelor's Degree in Engineering, Facility Management, Operations, or related field (preferred but not mandatory).
- Experience: 6 - 10 years in Facilities Management, with at least 3 years managing multi-site operations (preferably in BPOs, Data Centers, or Industrial sites).
- Technical Mastery: Deep understanding of MEP (Mechanical, Electrical, Plumbing) and power redundancy systems.
- Leadership: Proven ability to manage vendors and internal teams through influence and clear KPIs.
- Problem Solving: You don't just fix a leak; you analyze why the pipe burst and ensure it doesn't happen at any other campus.