‘Honesty is the Best Policy’ was a case well proven by Suman Dhoiphode when she returned diamond rings worth lakhs to their rightful owners last year. Our team members stationed at the prestigious Mumbai International Airport Terminal T2 have given us another reason, again, to be proud.
Meet Linda Williams, who leads Accounts and Administration at SILA Bangalore. Delving deep into what inspires her, and drives her ahead at work.
In her own words:
What is your role in SILA?
Envocare, I look into only Debtors Reco and Collections. At times, I do the Induction process as well, if instructed by HR for Bangalore New Joinees – White Collar Only. Also, I support the Bangalore Operations Team headed by Raghav , Saarang Ganapathi, Durgegowda, Rajesh Venkat and Janardhan.
SILA is the one of India’s fastest growing facility management providers – with clients ranging from the pharmacy giants, premium commercial properties, exclusive gated communities to highly respected real estate developers. What has truly contributed to the growth is our focus on key differentiation, which leads to a superior customer experience.
Role of the Facility Manager
A Facility Manager has two key responsibilities to fulfill. The first one is meeting a customer’s strategic and tactical objectives. Since the department has an innate understanding of the state of infrastructure, a facility manager helps the end users understand the impact of their decisions on the manner in which provisions are stored, services are scheduled, costs are controlled and space is being managed. Operationally, a facility manager advises on ensuring a cost effective environment for everyone involved.
Being in the services business comes with its own basket of wins and challenges. Facility management remains as core business for SILA. Our portfolio also includes project management, turnkey interiors, home services, pest control, housekeeping and soft services. Since all our businesses experience multiple touch points with customers, it is essential for us to understand customer service in all detail.
Marrying the Tangible and the Intangible
SILA deals with businesses and individuals. As a result, the requirements and expectations of our customers differ, and there is no standard template to follow. It is necessary for our front line to be conscious of changing requirements and deliver accordingly.
Every customer requires two aspects to be in order – the expected numbers and manners. Numbers are the tangible, and manners of a human being are an experience, thus the intangible. While the numbers can be controlled by a few at the top and thus managed, manners come naturally to a human being. Human are emotive beings. We employ thousands, and controlling emotions is not possible on an excel sheet. How then, do you ensure a consistent experience for your customer?
Back when SILA started with facility management operations in April 2010, we had not expected that our culture would eat our strategy for breakfast. the fact that is has, speaks of our inclusion in the global movement that is revolutionizing work cultures. There has been a steady merger of organizational goals and people goals in companies, and this is making it easier for leaders to make decisions. The hunger in teams is evident, which can be effectively channelized for the organization’s betterment.
How SILA built a Portfolio of Real Estate Services
Over the next few years, we built a portfolio of real estate services companies. This included our core facility management business, housekeeping & soft services, project management services through CM&D SILA, pest control through Envocare and on demand home services through Mr. Homecare and Hammer and Mop. The intention has been to offer world class services to real estate properties under the same roof. Through our PMC entity we enter a project in the planning stage, take over its management just before handover and help out tiny commercial & residential properties with customized services. This allows SILA to offer end to end real estate services.
Why Culture Eats Strategy for Breakfast at SILA
Since the founders have been bankers, the foundation has a strong base of third party perspective helping the business. As the team grew, opportunities were offered to people who showed promise of the right attitude, as opposed to limiting them purely on the basis of educational qualifications. This allowed the necessary freedom and flexibility to experiment.
All organizations need inherent trust within teams – and by having faith in individual capacity to deliver, the founders were able to lead the way to defining how SILA does business. This culture of trust transcended boundaries and was lived by the field teams on sites – thus impacting customer experience in unimaginable ways.
As we build a business for the decades to come, we lay focus on people and technology. Looking forward :)
Watch brothers Sahil and Rushabh Vora who decided to move from high flying careers in investment banking to starting up a facility and project management venture for the realty sector – SILA on CNBC TV18 show called ‘The Young Turks’