Soft Service Manager / Facility Manager (Work Location - Malad)

K Raheja Corp; Mumbai; On-site; INR 900,000 - 1,500,000; Full time

Job summary

K Raheja Corp in Mumbai seeks an experienced facilities operations professional to oversee day-to-day soft services across assigned building(s). The role focuses on managing relationships with clients, occupants, and outsourced partners to ensure service excellence.

Responsibilities include CRM process implementation, SLA/KPI tracking, vendor performance reviews, and coordination of housekeeping, security, landscaping, waste management, and related services while maintaining cost efficiency and

Responsibilities

• Manage vendor performance against SLA, KPI, MIS and MMR; implement corrective actions for gaps.
• Conduct regular inspections of client and common areas to ensure cleanliness, hygiene and service standards.
• Manage client complaints and helpdesk requests with timely closure and preventive actions.
• Coordinate move-in/move-out activities, unit inspection and asset verification.
• Ensure adequate manpower, supervision and deployment of outsourced staff across service areas.
• Ensure outsourced teams are trained on SOPs, HIRA, Permit to Work and safety requirements.
• Prepare and monitor the CAM/operational budget; control expenses and identify cost-saving opportunities.
• Review and approve service-related plans, procedures and operating standards for client experience.
• Coordinate with clients, vendors, internal teams and SMEs for smooth resolution of issues.
• Ensure compliance with statutory, safety, security, quality, environmental and ESG requirements.
• Support ESG and sustainability initiatives, including waste management and energy conservation.
• Ensure effective emergency preparedness and coordinate response during emergencies.

Job description

• Manage day-to-day soft services operations of the assigned building in coordination with outsourced service partners.
• Build strong relationships with clients and occupants, understand their requirements and ensure timely resolution of concerns.
• Drive implementation of CRM processes, including client meetings, action tracking and closure of commitments.
• Ensure effective delivery of housekeeping, security, landscaping, pest control, waste management, parking/traffic management, food court and other soft services as per defined SLAs.
• Monitor vendor performance against SLA, KPI, MIS and MMR requirements and ensure corrective actions for service gaps.
• Conduct regular inspections of client areas, common areas and building premises to ensure cleanliness, hygiene, appearance and service standards.
• Manage client complaints and helpdesk requests, ensuring timely closure with appropriate corrective and preventive actions.
• Coordinate move-in and move-out activities, including unit inspection, asset verification, damage assessment and coordination for rectification.
• Ensure adequate manpower, supervision, training and deployment of outsourced staff across all service areas.
• Ensure outsourced teams are trained on SOPs, HIRA, Permit to Work, safety requirements and site-specific processes.
• Prepare and monitor the annual CAM/operational budget, control expenses within approved budgets and identify opportunities for cost optimisation.
• Review and approve service-related plans, procedures and operating standards to enhance client experience and operational efficiency.
• Coordinate with clients, vendors, internal teams and SMEs for smooth resolution of operational issues and service requirements.
• Ensure compliance with all applicable statutory, safety, security, quality, environmental and ESG requirements.
• Support implementation of ESG and sustainability initiatives, including waste management, energy conservation and responsible resource utilisation.
• Ensure effective emergency preparedness and coordinate response during emergencies in line with the Emergency Response Plan.
• Maintain appropriate records relating to service delivery, inspections, complaints, vendor performance, contracts, expenses and compliance.
• Conduct periodic vendor reviews and audits and ensure closure of identified observations within agreed timelines.
• Identify opportunities to improve service quality, productivity and customer experience while optimising operating costs.
• Support clients and prospective clients with space readiness, occupancy requirements and move-in/move-out coordination.
• Ensure seamless operations during planned events, client visits and other activities within the premises.