Facilities Executive - Soft Services

cw; Telangana; On-site; INR 600,000 - 900,000; Full time

Job summary

cw in India is seeking an Executive - Soft Services to manage Integrated Facilities Management operations, ensuring high-quality soft services and client satisfaction. You will report to the Facility Manager, implement preventive maintenance, establish SOPs, monitor KPIs and SLAs, coordinate vendor staff and events, handle training, audits, and timely ticket resolution.

This role emphasizes proactive client communication and adherence to contractual standards.

Responsibilities

• Maintain client satisfaction with delivery of Facility Management services and support programs to increase customer satisfaction.
• Regularly engage with clients to understand their specific needs, expectations, and concerns through surveys, feedback sessions, or regular meetings.
• Implement proactive and preventive maintenance programs to reduce downtime, minimize disruptions, and enhance facility efficiency.
• Establish clear SOPs and performance benchmarks to ensure services are delivered consistently and meet high-quality standards.
• Support compliance with audit and compliance standards in facility management, financial management, and operational policies and procedures.
• Meet or exceed site KPIs; monitor SLAs monthly to identify potential challenges and plan corrective actions accordingly.

Job description

Job Title

Facilities Executive - Soft Services

Job Description Summary

Executive - Soft Services

Job Description

Title

Executive - Soft Services

Business unit

Integrated Facilities Management

Reporting to

Facility Manager

What this job involves:

• Maintain client satisfaction with delivery of Facility Management services and support programs to increase customer satisfaction.
• Regularly engage with clients to understand their specific needs, expectations, and concerns. This can be done through surveys, feedback sessions, or regular meetings.
• Implement proactive and preventive maintenance programs to reduce downtime, minimize disruptions, and enhance facility efficiency.
• Establish clear SOPs and performance benchmarks to ensure services are delivered consistently and meet high-quality standards.
• Support compliance with audit and compliance standards in facility management, financial management, and operational policies and procedures.
• Adhering to Preventive Maintenance Schedules.
• Ensuring that all vendor contracts comply with client procurement and contract management policies. This includes verifying that vendor payments, contract terms, and performance meet agreed standards.
• Ensuring that financial reports and budgets are accurate, transparent, and compliant with financial reporting standards. This includes proper documentation for all expenses, invoices, and financial transactions.
• Conducting regular internal audits to ensure that operational procedures, policies, and service levels are in compliance. Using checklists, audit forms, and reports to document compliance and address any gaps or non-compliance.
• Meet or exceed site Key Performance Indicators (KPIs); monitor Service Level Agreements (SLAs) monthly to identify potential challenges and plan corrective actions accordingly.
• Regularly review and assess site-specific Key Performance Indicators (KPIs) to ensure targets are met or exceeded.
• Manage SURF tickets, ensuring timely monitoring and resolution with appropriate corrective actions.
• Ensure the tickets have been checked regularly to avoid the SLA breached.
• Both proactive/reactive to be addressed
• Reactive tickets route to the concerned team for further action.
• Addressing the tickets on priority basis.
• Updating/closing the ticket in the surf tool once its addressed
• Once a proactive ticket is raised, it must be addressed within the specified timelines
• Once a ticket is assigned, its status should remain Hold until the concerned issue is addressed and resolved.
• Monitor staff deployment, coordinate with vendors to meet site-specific requirements, and validate vendor staff attendance.
• Regular staff briefings to be attended shift wise & ensure deployment sheet filed.
• Ensure staff to be deployed floor wise as per the planned deployment.
• Any absence /shortage of staff in shift escape to the respective vendor for action
• Attendance to be validated based on the deployment sheet.
• Organize team engagement activities such as Rewards & Recognition, Women's Day Celebrations, and other events to foster a positive workplace culture.
• Coordinate with the Vendor POC for the best staff nominations.
• Post receiving nominations we will review and ensure the nominations are valid.
• Make sure the necessary arrangements have been made for team R&R event.
• Appreciating the nominees with gifts & certificates that provided from the respective vendor partner
• By arranging refreshments for all the staff and wrap up the event by applauding the nominees
• Ensure planning and execution of all preparation required for Conferences / meetings of the client as well as VIP visits and event scheduled during the shift.
• Ensuring the area is neat & clean where the event is being held.
• Shifting & Lifting of Furniture at the Event Site (if required)
• Ensuring all services have been met as per the standards.
• Coordinating and executing all the events ensuring everything goes off without any lapses.
• Coordinating Customer Visits and ensuring a positive experience for visitors.
• Preparing & maintaining a tracker for the scheduled events and same to be shared on monthly basis
• Briefings and conducting training sessions to ensure staff are well-informed and properly trained.
• Conducting the weekly/monthly trainings to all the support staff
• Make sure the training topics are also covered the security team and engineering dept. related for the awareness
• On-Job training will be conducted for the new joiners from the respective service providers
• Ensure the 100% attendance of support team is cover in all the training sessions
• Coordinating and ensuring Indoor Plants are well maintained across the site.
• Make sure the indoor plants services are being maintained as per the SOW
• Make sure the the dead plants are replaced with healthy plants once noticed
• Green walls to be maintained as per the standard
• If any lapses/gaps noticed escape with respective service provider for quick action
• All service documents to be validated for the invoice process
• Implement effective pes