Assistant Manager - Soft Services

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Assistant Manager – Soft Services (Workplace / Facilities)

Location

GCC Office – Multi-floor Corporate Workplace (2000+ employees)

Reporting To

Manager / Senior Manager – Facilities / Soft Services / Workplace Experience

Role Purpose

The Assistant Manager – Soft Services is responsible for ensuring high-quality delivery of all soft services across a large, multi-floor GCC workplace (2000+ headcount). The role leads day-to-day operations for housekeeping and hygiene, pantry/cafeteria and refreshments, reception/front-of-house support, waste management, pest control, indoor plants/landscaping (as applicable), and helpdesk coordination—ensuring compliance, safety, and an excellent employee experience through strong vendor management and KPI governance.

Key Responsibilities

1) Soft Services Operations (Multi-floor Oversight)

• Manage end-to-end daily soft services operations across all floors: workstations, meeting rooms, collaboration zones, cafeterias/pantries, washrooms, lobbies, and common areas.
• Conduct daily facility walkthroughs and service readiness checks; ensure corrective actions are closed within defined timelines.
• Ensure high standards of hygiene, aesthetics, and workplace experience aligned with GCC expectations and corporate policies.
• Plan and execute support for business events (townhalls, leadership visits, client visits, training sessions), including pre/post-event readiness.

2) Housekeeping & Hygiene Management

• Oversee housekeeping deployment, shifts, rosters, and zone allocation for multi-floor coverage.
• Ensure adherence to cleaning frequencies, checklists, and deep-cleaning schedules (carpet shampooing, upholstery, washroom scaling, glass cleaning, high-dust areas, etc.).
• Drive washroom excellence: hygiene logs, fixtures readiness, odor control, consumable availability, and periodic hygiene audits.
• Ensure correct usage and storage of chemicals/equipment; enforce MSDS availability, dilution standards, and safe work practices.

3) Pantry / Cafeteria Operations (In Scope)

• Manage cafeteria/pantry service delivery including hygiene standards, food area cleanliness, service etiquette, queue management, and replenishment.
• Coordinate daily refreshment services for meeting rooms and executive areas (tea/coffee, snacks, water, setup/cleanup).
• Oversee catering vendor operations and compliance: staff grooming, food safety practices, temperature controls (where applicable), pest prevention, and cleaning schedules.
• Support special catering requirements for events, festivals, leadership meetings, and large gatherings; ensure timely execution and quality control.

4) Vendor & Manpower Management

• Lead vendor teams (housekeeping, pantry/cafeteria, pest control, waste management, plants/landscaping, façade/internal cleaning vendors as applicable).
• Validate vendor attendance, deployment, productivity, grooming, and training; ensure adequate staffing for peak hours and business events.
• Drive SLA/KPI governance: daily monitoring, weekly reviews, and monthly performance reporting with documented corrective and preventive actions (CAPA).
• Support commercial controls: service validation for invoicing, scope adherence, and cost optimization initiatives without impacting service quality.

5) Helpdesk, Complaints & Service Recovery

• Coordinate soft-service related helpdesk tickets and requests; ensure closure within agreed TATs.
• Manage escalations, root cause analysis, and service recovery; communicate updates proactively to stakeholders.
• Track recurring issues and implement continuous improvement initiatives.

6) Waste Management & Sustainability Support

• Ensure waste segregation practices (dry/wet/e-waste/hazardous as applicable) are implemented and monitored.
• Manage waste vendor coordination, documentation (manifests, handover logs), and compliance.
• Support sustainability programs: reduction of single-use items, recycling initiatives, and awareness drives (as applicable).

7) Pest Control & Indoor Plants (If in Scope)

• Manage pest control schedules, site coverage plans, and documentation; ensure safety compliance and minimal business disruption.
• Ensure indoor plant maintenance/landscaping quality, replacement cycles, and aesthetics in office zones.

8) Compliance, Audits & Documentation

• Ensure compliance with EHS standards, local statutory requirements, and internal policies.
• Maintain records/logbooks: hygiene checklists, deep-clean plans, pest control reports, waste records, cafeteria hygiene checklists, and vendor compliance documentation.
• Participate in internal/external audits; own closure of findings and preventive measures.

9) Reporting & Governance

• Prepare daily/weekly/monthly dashboards covering: service quality, audits, ticket trends, consumables usage, costs, vendor performance, and incident logs.
• Present service performance and improvement plans in review meetings with Facilities leadership and key business stakeholders.

Key Interfaces (Stakeholders)

• Facilities / Workplace leadership, EHS, Security
• HR, Admin, Business Unit representatives
• Catering and soft-service vendor supervisors
• Building management / landlord (for common areas and coordination)

Desired Qualifications & Experience

• Graduate (any discipline). Certification/Diploma in Facility Management is preferred.
• 6–10 years of experience in soft services operations in large corporate offices / GCCs / IT/ITES campuses.
• Proven experience managing cafeteria/pantry operations and multiple soft service vendors in a multi-floor environment.

Required Skills & Competencies

• Strong vendor management, SLA/KPI governance, and team supervision
• High attention to detail and strong floor-control discipline
• Good stakeholder communication and escalation handling
• Working knowledge of hygiene standards, cleaning methods, chemicals, equipment, and food-area hygiene practices
• Proficiency in MS Excel/Google Sheets for reporting; ability to maintain trackers and dashboards
• Ability to work in shifts / flexible hours during events and deep-clean activity

Typical KPIs (Can be customized)

• Housekeeping & washroom audit score (daily/weekly)
• Helpdesk ticket TAT and closure rate (soft services)
• Cafeteria hygiene score and complaint rate
• Consumables spend vs budget; wastage control
• Vendor attendance compliance and deployment effectiveness
• Event readiness score / stakeholder satisfaction feedback

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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