Assistant Facilities Manager - Soft Services

Job Description: Assistant Facilities Manager – Soft Services

Position Overview

The Assistant Facilities Manager – Soft Services is responsible for providing comprehensive facilities management services with a primary focus on soft services operations. This role drives continuous improvement initiatives while achieving financial targets and KPI/SLA objectives established by the Facilities Manager.

Key Responsibilities

Property Operations

The Assistant Facilities Manager oversees all outsourced service contracts and JLL personnel, ensuring exceptional service delivery across multiple functions. This includes managing cleaning operations, security services, administration, reception, helpdesk, pantry, and mailroom services through regular inspections and quality management assessments.

The role involves developing and implementing building procedures and performance measures that simplify work methods and enhance system reliability. You will ensure adequate supplies and materials are available for proper building operations, entering into supply and service contracts as approved by the client. Routine inspections of all contracted services verify that performance measures are maintained consistently.

Critical to this position is ensuring helpdesk service requests receive timely attention and that mailroom services operate efficiently to guarantee on-time deliverables. The ultimate objective is achieving client satisfaction that meets or exceeds client expectations.

Staff Management

This role encompasses comprehensive people management responsibilities. You will manage and support the personal development of all direct reports through regular coaching and mentoring. Developing and managing succession plans and conducting appraisals for direct reports ensures organizational continuity and employee growth.

You will actively train subordinates in all aspects of non-technical services and work to multi-skill JLL staff, increasing flexibility and job satisfaction across the team.

Reporting

The position requires preparing daily and weekly operational reports, contributing to the monthly management report presented to the client, and generating other reports as required to maintain transparency and accountability.

Vendor Management

Managing service contracts involves conducting inspections and implementing quality management processes to ensure optimal service delivery. You will prepare tender documentation, evaluate tender submissions, and prepare contracts for various services.

A key responsibility is managing contract resources to achieve Service Level Agreements and Key Performance Indicators at optimum cost for the client, balancing quality with financial efficiency.

Additional Responsibilities

Participation in emergency evacuation procedures, crisis management, and business continuity planning is essential. You will manage all health and safety issues and actively participate in health and safety reviews to maintain a safe working environment.

Qualifications and Experience

Essential Requirements:

Tertiary qualifications in property, building, or facilities management are required. Proven contract administration experience is essential, along with excellent interpersonal skills and the ability to interact effectively with a diverse range of client staff and manage varying demands.

You must demonstrate experience with tendering processes and service improvement initiatives. Knowledge of occupational safety requirements is mandatory, as is strong PC literacy with proven ability to manage daily activities using various systems. Demonstrated experience in client reporting and preparation of reports is required.

Highly Desirable:

Experience with continuous improvement initiatives and methodologies is highly desirable.

Key Performance Indicators

Success in this role is measured through several critical metrics. You will be expected to achieve contracted service levels and performance indicators consistently while meeting contracted customer satisfaction expectations. Management of resources must ensure no disruption to client business operations.

Additional KPIs include achievement of savings initiatives as agreed with the client, delivery of agreed initiatives per the Client/JLL Initiatives Road Map, and accomplishment of performance goals established with your manager.