Oversee quality and standards of soft facilities management services according to established guidelines and best practices
Act as Single Point of Contact (SPOC) for all soft service functions and contracted service providers on a day-to-day basis
Ensure effective communication and collaboration between internal teams, service partners, and contractors
Service Level Agreement (SLA) / KPI Management
Develop, implement, and maintain comprehensive service charters and service level agreements for all soft service functions
Monitor and report on SLAs and Key Performance Indicators (KPIs) regularly to internal stakeholders and external service providers
Track risks and rewards mechanisms associated with service delivery performance
Conduct regular service reviews and audits to ensure compliance with agreed service standards
Financial Management
Track and report financial performance of all soft service contracts and operations
Ensure services are delivered within agreed budgets while maintaining quality standards
Identify cost optimization opportunities without compromising service quality
Review and approve invoices and payment schedules for contracted services
Statutory Compliance
Own and manage the departmental statutory compliance plan to achieve and maintain legal compliance status
Ensure all soft service operations comply with relevant local, state, and national regulations
Maintain updated documentation and records for audit and compliance purposes
Coordinate with relevant authorities for inspections, renewals, and statutory submissions
Continuous Improvement & Innovation
Review existing soft service operations and develop initiatives to enhance service delivery
Drive rationalization efforts to optimize performance and improve customer satisfaction
Support and promote innovation culture within the team and service partner ecosystem
Implement best practices and industry benchmarks to elevate service standards
People Management & Leadership
Lead, manage, and develop the on-site soft services team
Conduct regular team meetings, training sessions, and performance reviews
Foster a collaborative and high-performance team culture
Mentor team members to enhance their skills and capabilities
Reporting & Documentation
Prepare and present regular operational reports, performance dashboards, and management presentations
Maintain comprehensive documentation of all soft service activities, contracts, and performance metrics
Ensure timely escalation of critical issues to senior management
Client Engagement
Build and maintain strong relationships with internal clients and stakeholders
Address client concerns and feedback promptly and professionally
Conduct regular client satisfaction surveys and implement improvement actions based on feedback
QUALIFICATIONS & EXPERIENCE
Education
Graduate degree in Hotel Management, Hospitality Management, or related field
Professional certifications in Facilities Management (preferred)
Experience
Minimum 8+ years of progressive experience in managing soft service functions within IT/ITES organizations or large corporate facilities
Proven track record in vendor management and service delivery excellence
Experience in managing multi-site or large-scale facility operations (preferred)
SKILLS & COMPETENCIES
Technical Skills
Strong understanding of soft services operations including housekeeping, security, catering, waste management, and support services
Proficiency in SLA development, monitoring, and performance management
Knowledge of statutory compliance requirements related to facilities management
Familiarity with facility management software and reporting tools
Budget management and financial tracking capabilities
Behavioral Skills
Excellent communication and interpersonal skills
Strong client engagement and relationship management abilities
Leadership skills with proven people management experience
Problem-solving and decision-making capabilities
Attention to detail and quality orientation
Ability to work under pressure and manage multiple priorities
Other Requirements
Awareness and understanding of various operational reports and performance metrics
Support for innovation culture and continuous improvement mindset
Flexibility to adapt to changing business needs and requirements
Willingness to be available for operational emergencies
This position is based out of client site of JLL
Location
On-site –Mumbai, MH
Scheduled Weekly Hours
48
If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements. We’re interested in getting to know you and what you bring to the table!
At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.
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