Lead - Soft Services and Integrated Facility Management Standardization

adani capital pvt ltd; Ahmedabad District; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Adani Capital Pvt Ltd seeks a Lead for Soft Services/IFM to drive standardization of operating procedures and service delivery across multiple sites. You will establish governance, define vendor templates, and boost workplace experience while enabling data-driven decisions through dashboards.

The role focuses on cost optimization, technology enablement, training, and stakeholder collaboration to deliver consistent service quality across corporate offices and campuses.

Qualifications

• Graduate in Hotel Management, Hospitality Management, Facility Management or related discipline.
• Strong exposure to corporate offices, campuses, industrial townships, business parks, airports, hotels, or infrastructure projects

Responsibilities

• Lead deployment of common operating procedures and service delivery models across business units and sites to ensure consistent service quality.
• Establish governance mechanisms to monitor adherence to approved soft service standards and conduct audits across locations.
• Develop standardized scopes of work, SLAs, KPIs and contract templates for soft service providers and define vendor governance frameworks.
• Lead initiatives to enhance employee and visitor experience across Group facilities and standardize hospitality protocols.
• Establish group-wide dashboards and MIS for monitoring service quality, audit scores, complaint trends, and customer satisfaction metrics.
• Drive productivity improvement and cost optimization through standardization of processes, consumables, equipment, and manpower models.
• Drive adoption of CAFM platforms, digital audits, helpdesk systems, mobile inspection tools, and service performance dashboards.
• Develop competency frameworks and training standards for soft service teams and service partners.
• Establish frameworks for employee satisfaction measurement and service feedback mechanisms; drive improvements from feedback and audits.
• Integrate sustainability practices within soft services, including waste management, water conservation, green housekeeping, and ESG objectives.
• Collaborate with Corporate Real Estate, Procurement, HR, Projects, Sustainability, and Business Unit teams to ensure seamless implementation of Group standards.

Education

Graduate in Hotel Management or related discipline

Job description

Lead-Soft Services-IFM Standardization Responsibilities

Lead deployment of common operating procedures and service delivery models across business units and sites. Ensure consistent service quality, manpower deployment, consumable specifications, and performance standards

Service Governance & Compliance

Establish governance mechanisms to monitor adherence to approved soft service standards. Conduct periodic audits, service assessments, and compliance reviews across locations. Drive CAPA closure for identified gaps and non-conformities

Vendor Management & Service Partner Standardization

Develop standardized scopes of work, SLAs, KPIs, and contract templates for soft service providers. Define vendor performance evaluation and governance frameworks to ensure service excellence. Support strategic sourcing and vendor consolidation initiatives

Workplace Experience Enhancement

Lead initiatives to enhance employee and visitor experience across Group facilities. Standardize hospitality protocols, front-office operations, conference room services, and customer service practices

Performance Monitoring & Analytics

Establish Group-wide dashboards and MIS for monitoring service quality, audit scores, complaint trends, and customer satisfaction metrics. Analyze service performance data and identify continuous improvement opportunities

Cost Optimization & Operational Efficiency

Drive productivity improvement and cost optimization initiatives through standardization of processes, consumables, equipment, and manpower models. Identify opportunities for bulk procurement and economies of scale across locations

Technology & Digital Enablement

Drive adoption of CAFM platforms, digital audits, helpdesk systems, mobile inspection tools, and service performance dashboards. Promote data-driven management and automation of soft service operations

Training & Capability Building

Develop competency frameworks and training standards for soft service teams and service partners. Conduct knowledge-sharing sessions and best-practice deployment across sites

Customer Experience & Feedback Management

Establish frameworks for employee satisfaction measurement, workplace experience surveys, and service feedback mechanisms. Drive service improvements based on feedback, audit findings, and business requirements

Sustainability & ESG Initiatives

Integrate sustainability practices within soft services, including waste management, water conservation, green housekeeping practices, and environmentally responsible consumables. Support organizational ESG and sustainability objectives

Stakeholder Management

Collaborate with Corporate Real Estate, Procurement, HR, Projects, Sustainability, and Business Unit teams to ensure seamless implementation of Group standards. Present performance reviews, standardization progress, and improvement initiatives to leadership

Qualifications

8-12 Graduate in Hotel Management, Hospitality Management, Facility Management, Business Administration, or related discipline. Strong exposure to corporate offices, campuses, industrial townships, business parks, airports, hotels, or infrastructure projects