Assistant Manager - Soft Services

JLL; Mumbai; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

JLL in Mumbai invites an Assistant Manager – Soft Services to lead housekeeping, pantry, reception, waste management and related operations across a large GCC workplace.

You will manage vendor teams, ensure SLA/KPI governance, safety, and a superior employee experience, while coordinating events and maintaining hygiene and environment standards. The role requires strong stakeholder communication and hands-on leadership in a multi-floor setting.

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

• Oversee soft services operations across multi-floor GCC workplace.
• Manage end-to-end daily soft services operations across all floors: workstations, meeting rooms, cafeterias/pantries, washrooms, lobbies and common areas.
• Conduct daily facility walkthroughs and service readiness checks; ensure corrective actions are closed within defined timelines.
• Ensure hygiene, aesthetics and workplace experience aligned with GCC expectations and policies.
• Plan and execute support for events; ensure pre/post-event readiness and smooth execution.
• Oversee housekeeping deployment, shifts, rosters, and zone allocation for multi-floor coverage.
• Drive SLA/KPI governance with daily monitoring, weekly reviews and monthly performance reporting.
• Coordinate soft-service helpdesk, complaints and service recovery with timely closure.

Skills

Vendor management

SLA/KPI governance

Team supervision

Floor-control discipline

Stakeholder communication

Hygiene standards

MS Excel/Sheets

Shifts / flexible hours

Education

Graduate

Diploma in Facility Management (preferred)

Tools

MS Excel/Google Sheets

Job description

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

• 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.
• 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.
• 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.
• 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.
• 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 (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).
• 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.
• 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.
• 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