Duty Manager- Soft Services Executive

JLL; Gurugram District; On-site; INR 700,000 - 1,100,000; Full time

Job summary

Accenture’s facilities team is seeking a Duty Manager to oversee day-to-day service delivery across helpdesk, front office, security, housekeeping, cafeteria, and estate management during the shift.

You will coordinate with vendors, ensure SOP adherence, maintain asset/incident records, and support training and escalation processes while ensuring high standards and client satisfaction.

Responsibilities

• Provide management advice on Helpdesk/Mailroom for escalated issues during the shift.
• Ensure immediate response to priority calls from employees and Siebel team during the shift and follow escalation process.
• Oversee front office rounds and housekeeping standards to maintain high quality.
• Coordinate security muster and reporting, and ensure timely updates to security staff and client visits.
• Manage cafeteria hygiene and vendor coordination to ensure quality and cost control.
• Oversee estate management including vendor performance, pest control, and common area upkeep.

Skills

Facilities management

Security management

Vendor coordination

Team leadership

Tools

VMT tool

Site Ops

IMT

Work permit tool

Job description

Duty Manager, Facilities will be responsible for managing all aspects of day to day service delivery in Accenture during the shift. He/ She also will be accountable for proper usage and functionality of the technologies implement at site

Responsibilities

Helpdesk/Mailroom Operations

• To provide management advice on Helpdesk/Mailroom for escalated issues during the shift
• To ensure immediate response to all priority calls from employees and Siebel team during the shift and follow escalation process
• Clearing of C-mail / Government agencies mail to the proper recipient.
• To ensure accident or crises management is addressed immediately

Front Office Operations

• To provide management advice for Front Office for escalated issues during the shift.
• To ensure immediate response to all priority calls during the shift and follow escalation process
• To take rounds of front office, lobby area, rest rooms to ensure a high standard of housekeeping & upkeep

Security Operations

• Attending the shift briefing
• To ensure Security muster, deployment and make sure to acknowledge on the register for any penalties/comments for the improvement in security services
• To ensure that the security assignment manager or security in-charge of the facility is being updated on the client's/VIP visits
• To ensure that the security related issues are discussed with security assignment manager and also on priority for the shift and ensure there is an action and tracking for the issue closure.
• To ensure that security staff adheres to GAP norms.
• To discuss and assist facility manager and security Manager (pan India) on monthly basis on the vendor performance matrix.
• To ensure the Grooming of the staff
• To manage the overall key room, clock room and time office operations.
• To ensure weekly training is imparted and staff grooming standard is maintained.
• To ensure VMT tool (vendor management tool) is up and run all the time
• To ensure all registers/tools update for material movements (In & Out) on day to day basis
• Follow the escalation matrix if anything wrong
• Ensure to implement EHS practices (PPEs etc) in and around the security premises
• Ensure to update the new assets in the asset tracker & update the relevant stake holders (WM & CEs)

Housekeeping Operations

• Attending the shift briefing
• To ensure Housekeeping muster, deployment and ensure acknowledgement on the register for and penalties/comments for the improvement in housekeeping services.

90 Workplace Operating Playbook 91

• To ensure that the housekeeping duty manager or housekeeping in-charge of the facility is being updated on the client's/VIP visits.
• To ensure that the housekeeping related issues are discussed with housekeeping duty manager and also on priority for the shift and ensure there is an action and tracking for the issue closure.
• To ensure a facility walk through to check on all rest rooms, breakout area, workstations, meeting rooms, cabins, common areas, development areas for the quality of the housekeeping services.
• Identification, on time closure and reporting of snags.
• To discuss and assist facility manager on monthly basis on the vendor performance matrix.
• Ensure all the Siebel housekeeping calls are closed on priority and within TAT without escalations.

Cafeteria Operations

• To ensure caterers maintain a high standard of hygiene & cleanliness in the services areas
• During food run out situation, ensure the matter is escalated to catering lead and coordinate with the catering vendor or any other alternative arrangements
• To ensure random food samples test is done by Accenture authorized vendor and results are taken up accordingly.
• To manage and supervise the quality, quantity and the cost of meal and refreshments being served in the cafeteria.
• To ensure that the operating hours, menus will be prominently displayed in all prominent places in the cafeteria.
• To conduct quarterly traffic analysis and ensure that waiting time on the cash counter and food counters and Sodexho counters shall be within tolerable limits.
• To ensure that the table & chairs are cleaned at all times and the frequency shall be modulated according to the traffic.
• To ensure that tracking is done on the vendor crockery like spoons, plates etc. to ensure no shortages.
• Should conduct monthly random Kitchen audit of the vendors.
• Escalate Facility Manager and then Accenture Lead on escalations.
• Ensure the hygiene of the cafeteria vendors operating in stalls.
• Ensure PPE are used by vendor staff while serving, cooking and washing.

Estate Management

• Ensure necessary approvals are taken by the builder team on cases to cases basis during specific events
• Coordination with builder on guarding services and common area upkeep daily / weekly / monthly
• Co-ordinate with builder security for logistics requirement
• Co-ordinate with builder for pest control activity closure
• Take proper rounds in all common areas maintained by builder
• Co-ordination with builder HK team & ensure daily HK activity in place in common areas
• Make snag reports pertaining to common area's and follow up for closure
• Coordination for bee hive removals and pest control
• Coordination with builder security team for any logistics requirement

General Operations

• To ensure upkeep of breakout area & reprographic equipment's at all times and take necessary actions as required.
• To ensure all such communication is entered in the duty manager log book to inform the next shift person. Proper handing over and taking over to be done.
• To go for facility, walk around and ensure Walk around map & Guide is followed and maintained.
• To adhere to Accenture Policies, Processes & procedures and also the statutory documents
• To adhere to Accenture SLA & KPI as agreed with JLL
• To assist Facility Manager in all such ISO, Internal, External, audits that happen at Accenture and ensure necessary documentation are done
• To coordinate with engineering team for any issues that need help.
• Organizing induction program for all TPV & Jll staff
• Plan & train TPV staff on Accenture policies and requirements.
• Daily and monthly updating of OLA in the SMDRS tool.
• Important and VIP client visits to be coordinated with Events team and should be managed without escalations.
• Should have complete knowledge & functionality e.Fit tools ( VMT, IMT, Site Ops. Site Inspection tool), BGC and work permit tool.
• Should govern overall pest control, carpet maintenance, Wellness room, Ambulance, Indoor plants, Recreation room and Gym activities.
• Should conduct all the scheduled meeting and focus meets with projects as per calendar.
• Should participate and manage half yearly fire drill.
• All daily, weekly and monthly reports to be shared on time.
• All the relevant checklist to be governed and maintained as per requirement.
• Adopt to all the new implemented initiatives.
• Handling of security, EHS incidents on priority and communicating the same as per escalation matrix.
• Answering the employee query on phone and replying mails
• Follow the escalation process & matrix for any incident / issues (100%)