Hub Manager – Operations (Coworking Spaces)

Key Responsibilities

1. P&L Ownership & Commercial Management

• Own and manage the full Profit & Loss (P&L) for all centres within the hub.

• Ensure minimum 95% occupancy across centres.

• Drive revenue growth while optimizing operational expenses to improve profitability.

• Monitor rental values, additional revenue streams (F&B, meeting rooms, event spaces, add-on services).

• Ensure 100% billing accuracy and timely monthly invoice generation.

• Ensure 100% collections of monthly rentals and follow up on outstanding payments.

• Identify upsell and cross-sell opportunities for existing clients to increase ARPU (Average Revenue Per User).

• Collaborate closely with Sales for closures and expansion opportunities within centres.

2. Centre Operations Management

• Oversee daily operations across all assigned coworking centres.

• Ensure adherence to SOPs and operational compliance standards.

• Maintain high standards of infrastructure, cleanliness, safety, and ambiance.

• Monitor vendor performance including housekeeping, security, maintenance, IT, and facility partners.

• Ensure preventive maintenance schedules are followed and AMCs are managed effectively.

• Ensure statutory, safety, and audit compliance across centres.

• Coordinate with Projects team for new fit-outs, refurbishments, and expansion work.

3. Member Experience & Retention

• Ensure exceptional and consistent member experience across all centres.

• Drive minimum 95% retention rate across properties.

• Conduct regular client meetings to understand requirements and identify expansion opportunities.

• Address escalations promptly and ensure proactive issue resolution.

• Analyze client feedback and implement improvements.

• Organize monthly/weekly engagement activities and events.

• Drive community-building initiatives including networking sessions and celebrations (work anniversaries, milestone events, etc.).

4. Hub Development & Business Growth

• Support Business Development initiatives within the hub.

• Coordinate with Sales team for centre closures and onboarding.

• Work with Marketing team for online campaigns, lead generation, and event promotions.

• Identify new revenue opportunities within the hub.

• Drive brand experience and service differentiation to enhance competitive positioning.

5. Team Leadership & People Management

• Lead, mentor, and manage Centre Managers and Community Associates.

• Plan workforce allocation and ensure adequate staffing across centres.

• Hire new Centre Managers as required and drive structured onboarding and training.

• Conduct regular team meetings (Ops–Projects–Tech weekly reviews).

• Drive accountability, ownership, and operational discipline within the team.

• Implement Learning & Development initiatives for continuous team improvement.

6. Vendor & Facility Coordination

• Oversee electricity payments and operational expenses coordination with Centre Managers.

• Ensure smooth coordination between HK staff, vendors, and centre teams.

• Monitor cost control and implement expense reduction strategies.

• Ensure service-level agreements (SLAs) are met consistently.

7. Reporting & Governance

• Prepare and present monthly reports including:

o P&L Statements

o Occupancy & Rental Values

o Additional Revenue Performance

o F&B Revenue

o Expense Overview

• Maintain operational dashboards tracking KPIs (occupancy, revenue, cost, CSAT, escalations).

• Ensure audit readiness and documentation compliance.

• Drive process improvements for operational efficiency.