Assistant Manager - Soft Services

Jones Lang LaSalle (JLL); Mumbai; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Jones Lang LaSalle (JLL) in Mumbai seeks an Assistant Manager - Soft Services to oversee high-quality delivery of housekeeping, pantry/cafeteria, reception, waste management, pest control, and related services across a large GCC workplace (2000+ headcount). You will lead day-to-day operations, vendor management, and KPI governance to ensure compliance, safety, and an excellent employee experience.

6–10 years’ experience in soft services is preferred.

Qualifications

• 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.

Responsibilities

• 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.
• Housekeeping & Hygiene Management: Oversee housekeeping deployment, shifts, rosters, and zone allocation for multi-floor coverage; ensure cleaning schedules and hygiene audits.
• Pantry / Cafeteria Operations (In Scope): Manage service delivery including hygiene, cleanliness, etiquette, queue management, replenishment, and event catering support.
• Vendor & Manpower Management: Lead vendor teams and ensure staffing, training, productivity, and CAPA through SLA/KPI governance.
• Helpdesk, Complaints & Service Recovery: Coordinate soft-service helpdesk tickets, manage escalations, and drive service recovery.

Skills

Vendor management

SLA governance

KPI governance

Team supervision

Attention to detail

Education

Graduate (any discipline)

Diploma in Facility Management

Job description

Job Summary

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

• 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 including pre/post-event readiness.
• 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 including carpet shampooing, upholstery, washroom scaling, glass cleaning, high-dust areas.
  • Drive washroom excellence: hygiene logs, fixtures readiness, odor control, consumable availability, and periodic hygiene audits.
  • Ensure correct usage and storage of chemicals and equipment; enforce MSDS availability, dilution standards, and safe work practices.
• 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 including tea/coffee, snacks, water, setup and 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.
• Vendor & Manpower Management
  • Lead vendor teams including housekeeping, pantry/cafeteria, pest control, waste management, plants/landscaping, and facade/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.
• 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.
• Waste Management & Sustainability Support
  • Ensure waste segregation practices including dry, wet, e-waste and hazardous as applicable are implemented and monitored.
  • Manage waste vendor coordination, documentation including manifests and handover logs, and compliance.
  • Support sustainability programs such as reduction of single use items, recycling initiatives, and awareness drives where applicable.
• 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 and landscaping quality, replacement cycles, and aesthetics in office zones.
• Compliance, Audits & Documentation
  • Ensure compliance with EHS standards, local statutory requirements, and internal policies.
  • Maintain records including hygiene checklists, deep-clean plans, pest control reports, waste records, cafeteria hygiene checklists, and vendor compliance documentation.
  • Participate in internal and external audits; own closure of findings and preventive measures.
• 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

Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.