Assistant Manager - Soft Services

Assistant Manager – Soft Services Job Purpose The Assistant Manager – Soft Services is responsible for planning, managing, and monitoring all soft services operations across assigned properties/facilities to ensure high standards of cleanliness, housekeeping, waste management, pest control, landscaping, hygiene, and customer satisfaction. The role ensures service delivery is aligned with contractual requirements, company standards, health & safety regulations, and client expectations. Key Responsibilities Soft Services Operations - Manage day-to-day soft services operations across assigned facilities. - Oversee housekeeping, cleaning, waste management, pest control, landscaping, and other support services. - Ensure service delivery complies with contractual SLAs, KPIs, and client expectations. - Conduct regular inspections and audits to maintain service quality standards. - Develop and implement corrective action plans for identified service gaps. Team Management - Supervise site supervisors, team leaders, and outsourced service providers. - Plan and monitor manpower deployment, attendance, productivity, and performance. - Conduct training, coaching, and performance evaluations for operational staff. - Promote a culture of accountability, customer service, and continuous improvement. Client & Stakeholder Management - Act as the primary point of contact for clients on soft services-related matters. - Attend client meetings and provide operational updates, reports, and improvement plans. - Respond promptly to client concerns, incidents, and service requests. - Ensure high levels of customer satisfaction and relationship management. Quality, Health & Safety - Ensure compliance with company policies, health & safety regulations, and industry best practices. - Conduct regular quality inspections and monitor compliance with cleaning standards. - Ensure all staff use appropriate PPE and follow approved safe work procedures. - Support internal and external audits and implement corrective actions where required. Budget & Cost Control - Monitor soft services budgets and control operational costs. - Track consumption of cleaning materials, chemicals, equipment, and consumables. - Identify opportunities for cost optimisation and operational efficiencies. - Review vendor performance and support procurement activities when required. Reporting & Performance Management - Prepare operational reports, performance dashboards, and monthly client reports. - Monitor KPIs and SLA achievement and recommend improvement initiatives. - Maintain accurate records of inspections, incidents, complaints, and corrective actions. - Analyse trends and develop action plans to enhance service quality and productivity. Qualifications - Bachelor's Degree or Diploma in Facilities Management, Hospitality Management, Business Administration, or a related field. - Professional certifications in Facilities Management, Housekeeping, or HSE would be an advantage. Experience - 5 to 8 years of experience in Soft Services or Facilities Management operations. - Minimum 2 years of supervisory or management experience. - Experience within Facilities Management, Property Management, Hospitality, Healthcare, Aviation, or Commercial Buildings preferred. - UAE/GCC experience will be an advantage. Skills & Competencies - Strong knowledge of housekeeping and soft services operations. - Excellent client and stakeholder management skills. - Strong leadership and team management capabilities. - Knowledge of cleaning methodologies, chemicals, equipment, and industry best practices. - Understanding of Health, Safety & Environment (HSE) requirements. - Strong analytical, reporting, and problem-solving skills. - Excellent communication and interpersonal skills. - Proficiency in Microsoft Office (Excel, Word, PowerPoint, Outlook). Key Performance Indicators (KPIs) - SLA/KPI achievement rate. - Client satisfaction scores. - Audit and inspection scores. - Complaint resolution time. - Productivity and manpower utilisation. - Budget compliance and cost optimisation. - HSE compliance performance. - Staff retention and training completion rates. Reporting To: Senior Manager / Operations Manager – Facilities Management Direct Reports: Soft Services Supervisors, Team Leaders, Cleaning Supervisors, Service Providers/Vendors.

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