Manager - Soft Service

Job Summary

Key Responsibilities

• Manage day-to-day soft services operations across multiple sites.
• Lead housekeeping, cleaning, waste management, landscaping, pest control, and hospitality teams.
• Conduct audits, inspections, and quality assessments.
• Ensure compliance with client requirements, facilities management standards, HSE policies, and company procedures.
• Develop cleaning methodologies, schedules, manpower plans, and service improvements.
• Monitor performance against SLAs, KPIs, and contractual obligations.
• Manage workforce planning, recruitment, training, deployment, and staff performance.
• Prepare reports, budgets, productivity analyses, and monthly performance reviews.
• Handle client meetings, complaints, and corrective action plans.
• Coordinate with technical facilities management teams.
• Manage inventory, equipment, chemicals, and consumables safely.
• Lead emergency response and business continuity requirements for soft services.

Education and Experience

• Bachelor's degree in Facility Management, Hospitality Management, Business Administration, or a related field.
• At least 10-12 years of facilities management experience.
• At least 5 years in a managerial role overseeing soft services operations.
• Experience with large-scale facilities management contracts.
• Experience across commercial, residential, hospitality, airport, healthcare, or mixed-use environments.
• Strong knowledge of cleaning operations, housekeeping management, and soft services best practices.

Certifications

• BICS Certification is mandatory.
• IOSH Managing Safely or NEBOSH is preferred.
• Facilities management-related certifications are advantageous.