Soft Services

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.