Soft Service Manager

JLL; Bengaluru; On-site; INR 480,000 - 640,000; Full time

Job summary

JLL in Bengaluru seeks a Facilities Executive for integrated soft services support at a corporate facility. You will oversee housekeeping, pest control, landscaping, vendor activities, events, and daily vendor deployment, ensuring smooth operations and timely issue resolution.

You will run site inspections, monitor SLAs, manage cost control, assist in budgeting and invoicing, and liaise with clients and contractors. A strong focus on safety and process improvements is essential.

Qualifications

• Experience in facilities management or soft services.
• Strong communication and organizational skills.
• Ability to manage multiple vendors and priorities.
• Knowledge of safety standards and regulatory requirements.

Responsibilities

• Support day-to-day management of all soft services, ensuring SLA compliance.
• Monitor service performance, address issues, and maintain high cleanliness and safety standards.
• Conduct site inspections and audits, producing reports and tracking actions.
• Assist mobilization/demobilization of soft services contracts when required.
• Liaise with vendors/contractors to ensure contractual obligations are met.
• Support budgeting, cost control, invoice review, and records management.

Skills

Vendor management

Time management

Communication

Interpersonal skills

MS Office

CAFM systems

Problem solving

Customer focus

Tools

MS Office

CAFM systems

Job description

Integrated Facilities Management – Corporate Solutions (region/country)

What this job involves:

Providing onsite support. You will be the upper facilities management’s trusted right hand on all facilities-related activities like maintenance of high quality of Housekeeping standards, Pest control, Landscaping, vendor activities, Events Management, managing daily deployment of vendor staffs, attend and closure of user complaints, records for repair & periodic maintenance of cleaning equipment, store management, monitor par stock of chemicals & consumables, training vendor staffs on process & procedures, coordination with vendor on waste management. You’ll do this by performing routine site inspections to ensure all building processes and best practices are implemented and maintained. Assist in controlling the expenses & provide cost effective solutions. Must be able to work in multiple shifts & timings. Provide with all sorts of Daily/Weekly/Monthly reports and ensuring timely submission of vendor invoices.

Soft Services Operations

• Support day-to-day management of all soft services, ensuring consistent service delivery in accordance with contracts and Service Level Agreements (SLAs).
• Monitor service performance and address issues promptly to maintain high standards of cleanliness, safety, and customer experience.
• Conduct regular site inspections and audits, producing reports and tracking corrective actions.
• Support mobilization and demobilization of soft services contracts when required.

Vendor & Contract Management

• Liaise with soft services vendors and contractors to ensure compliance with contractual obligations.
• Assist in reviewing vendor performance, including KPIs, service reports, and invoices.
• Support the Facilities Manager in managing variations, escalations, and service improvements.

Health, Safety & Compliance

• Ensure all soft services activities comply with health, safety, and environmental regulations.
• Support risk assessments, method statements, and safe systems of work related to soft services.
• Assist with incident reporting, investigations, and implementation of corrective actions.
• Ensure compliance with site policies, statutory requirements, and client standards.

Client & Stakeholder Engagement

• Act as a point of contact for client and occupier queries related to soft services.
• Build positive working relationships with clients, occupants, vendors, and internal teams.
• Support client meetings, service reviews, and reporting requirements.

Financial & Administrative Support

• Assist with budget tracking and cost control for soft services.
• Review invoices and support accurate cost allocation.
• Maintain records, logs, and documentation related to soft services activities and compliance.

Continuous Improvement

• Identify opportunities to improve service quality, efficiency, and user experience.
• Support sustainability initiatives related to waste reduction, recycling, and environmentally responsible services.
• Contribute to process improvements and best practice sharing across sites.

Key Performance Indicators (Typical)

• Compliance with SLAs and KPIs
• Client and occupant satisfaction levels
• Health and safety compliance and audit outcomes
• Timely resolution of service issues
• Cost control and budget adherence

Skills & Competencies

• Strong understanding of soft services operations within a facilities management environment
• Good organizational and time-management skills
• Effective communication and interpersonal skills
• Ability to manage multiple vendors and priorities
• Problem-solving and attention to detail
• Customer-focused mindset
• Proficiency in MS Office (Word, Excel, Outlook); CAFM systems desirable

Where can processes be improved? How can we save costs? These are questions that will be at the forefront of the team’s thinking. You, too, will always have an eye on this, contributing suggestions as they arise.

You’ll also lend the team a big hand by providing admin support including front desk duties, basic housekeeping ,pest, landscape and appointment coordination. Also part of your job scope is to hit key performance indicators and meet service level agreements.

Meeting the clients’ facilities needs

At JLL, we put client satisfaction at the front and Centre of everything we do. If you share our values, we will be more than happy to work with you. In this role, you’ll be responsible for working closely with clients and suppliers onsite to identify their facility-related enquiries and requirements. Your planning and budgeting skills will also be vital to the job, as you’ll take part in the procurement of vendors and services from time to time.

Making everyone safe and risk-free

Do you value workplace safety? If so, you’ll be a perfect fit for the job. In this role, you will ensure everyone’s health and safety by keeping safe workplace procedures in place and order. You’ll also be expected to carry out these procedures, as needed.

At the same time, this role puts you on the first line of defence against risks. As such, you will help implement and manage risk management programs, disaster recovery and business continuity plans. You’ll also be expected to follow escalation and incident reporting procedures and comply with the firm’s guidelines and strategies.

Team player

JLL’s unmatched excellence is only made possible by team work—a core value we want you to possess. As the Facilities Executive, we expect you to support the team and work well with others toward achieving targets. Likewise, you must have a proven track record of flawless project execution, all while following company standards and procedures. Ensuring that the team practices our "I am JLL" core behaviors is also under your mandate.

Client focused enthusiast

It is important that you can easily interact with the general client staffs and vendors to deliver efficient services, attend user complaints & take service recovery measures. We’ll also count on you to address conflicts and conflicting priorities effectively. Likewise, you must be an excellent and resilient communicator who faces customers with a smile at all times, even when times get rough occasionally.

What we can do for you

At JLL, we make sure that you become the best version of yourself by helping you realize your full potential in an entrepreneurial and inclusive work environment. We will empower your ambitions through our dedicated Total Rewards Program, competitive pay and benefits package.