Operation Executive (Cleaning Services)

Maclean Services Sdn Bhd; Seberang Perai; On-site; MYR 60,000 - 80,000; Full time

Job summary

A leading service management firm in Penang, Malaysia is seeking a Service Delivery Manager to oversee cleaning operations, manage client relationships, and lead a team. The ideal candidate has a diploma or degree in relevant fields along with 5 to 7 years of experience in the service industry. Proficiency in English and Bahasa Malaysia, as well as project management skills, are essential. This position involves ensuring quality service delivery and compliance with safety regulations.

Qualifications

• 5 to 7 years of working experience as a Service Officer or its equivalent.
• Excellent proficiency in verbal and written English and Bahasa Malaysia.
• Certification in facilities management and/or safety officer qualification is advantageous.

Responsibilities

• Plans and supervises cleaning operations to meet client expectations.
• Partners with the client as the primary point of contact for inquiries and feedback.
• Recruits and manages a team, conducting trainings and performance evaluations.
• Conducts site inspections to verify service quality and compliance.

Skills

Interpersonal skills

Communication skills

Project management skills

Analytical skills

Team leadership

Client relationship management

Education

Diploma or Degree in Mechanical Engineering, Project Management, Civil Engineering, or related disciplines

Tools

MS Office applications (Word, Excel, PowerPoint)

Job description

Service Delivery Management

• Plans, coordinate and supervise cleaning operations to meet client expectations
• Develops and implement service schedules, ensuring timely and efficient delivery
• Addresses and resolves operational challenges promptly
• Champions good documentation and record keeping practice
• Prepares required reports based on the prescribed timelines

Client Relationship Management

• Partners with the client and acts as the primary point of contact addressing inquiries, complaints and feedback
• Conducts regular client meetings to review service performance and satisfaction
• Customizes service solutions based on client needs and feedback

Team Leadership and Supervision

• Recruits and manages the team, nurture leadership and ensure the adherence to company and client’s policies and procedures
• Conducts on-the-job and other relevant trainings for the team
• Monitors staff performance, providing coaching and performance evaluations
• Assists in managing accommodation and transport for the team
• Oversees the well-being of the team and conducts investigative interviews when required
• Ensures adequate staffing levels for all cleaning operations

Quality Control

• Conducts site inspections to verify service quality and compliance with health and safety standards
• Addresses and rectifies service deficiencies proactively

Financial and Resource Management

• Assists in preparing budgets for cleaning operations, managing costs effectively
• Ensures proper use and maintenance of cleaning equipment and supplies
• Monitors inventory levels, placing orders as necessary to prevent shortages

Compliance and Health & Safety

• Ensures all cleaning activities comply with relevant legal, safety and environmental regulations
• Provides training and enforces safety protocols to minimize risks

Requirements

• Diploma or Degree in Mechanical Engineering, Project Management, Civil Engineering, Business Administration, or related disciplines
• Certification in facilities management and/or safety officer qualification is advantageous
• Knowledge of Environmental, Health, and Safety (EHS) regulations in facilities management, particularly in cleaning services
• 5 to 7 years of working experience as a Service Officer or its equivalent, preferably gained from cleaning or service industry
• Familiar with external façade maintenance
• Excellent interpersonal and communication skills with high level of proficiency in verbal and written English and Bahasa Malaysia
• A team player with the ability to lead a team and work across all levels
• Proficient in MS Office applications (Word, Excel, PowerPoint)
• Possesses project management skills
• Good analytical skills, result oriented, innovative, organized, detailed and committed to deadlines
• Effective client relationship management and ability to work collaboratively yet independently in a fast-paced environment