Facilities Manager - Soft Services Operations

Facilities Manager

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Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people  and empowering them to  thrive, grow meaningful careers and to find a place where they belong.  Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.   

REQ495255Key Responsibilities

Soft Services Operations Management

Oversee daily delivery of all soft services including cleaning, janitorial services, waste management, recycling programs, pest control, and grounds maintenance. Manage reception services, mail and courier operations, meeting room coordination, and hospitality services. Ensure catering and food service operations meet quality, safety, and client satisfaction standards. Monitor service delivery quality through regular inspections, audits, and occupant feedback. Develop and maintain standard operating procedures for all soft service functions.

Vendor and Contract Management

Manage relationships with multiple soft service providers including cleaning contractors, catering companies, landscaping firms, and waste management services. Negotiate service contracts, pricing, and scope of work to achieve optimal value. Conduct regular performance reviews and scorecards to ensure compliance with service level agreements. Address service deficiencies promptly and implement corrective action plans. Source and onboard new vendors as business needs evolve.

Quality Control and Service Excellence

Establish quality standards and key performance indicators for all soft services. Conduct routine facility inspections to verify service delivery meets established standards. Implement quality assurance programs including mystery shopper assessments and occupant surveys. Address complaints and service requests in a timely, professional manner. Drive continuous improvement initiatives to enhance service quality and efficiency.

Health, Safety, and Hygiene Standards

Ensure all soft services comply with health and safety regulations, hygiene standards, and industry best practices. Maintain compliance with food safety regulations for catering operations where applicable. Implement infection control protocols and enhanced cleaning procedures. Manage chemical storage, handling, and safety data sheet (SDS) compliance. Coordinate pest control programs and maintain documentation.

Budget and Cost Management

Develop and manage soft services operating budgets across all service categories. Track expenses, analyze variances, and identify cost optimization opportunities. Process invoices, reconcile billing statements, and manage vendor payments. Prepare financial reports and forecasts for senior management. Evaluate cost-benefit analyses for service enhancements or changes.

Sustainability and Waste Management

Implement and manage recycling and waste reduction programs. Monitor waste diversion rates and report on sustainability metrics. Promote environmentally responsible practices across all soft service operations. Support green cleaning initiatives using eco-friendly products and methods. Collaborate on corporate sustainability goals and environmental certifications.

Workplace Experience and Hospitality

Enhance the overall workplace experience through thoughtful service delivery. Manage amenity spaces including cafeterias, break rooms, fitness centers, and common areas. Coordinate special events, seasonal decorations, and workplace engagement activities. Ensure reception areas project a professional, welcoming first impression. Respond to occupant needs with a customer service mindset.

Staff and Team Management

Supervise in-house soft services staff including receptionists, coordinators, and service attendants where applicable. Conduct performance reviews, provide coaching, and support professional development. Ensure adequate staffing levels to meet service demands. Foster a culture of teamwork, accountability, and service excellence. Coordinate training programs for vendor staff on client standards and expectations.

Stakeholder Communication and Reporting

Serve as primary point of contact for soft services-related inquiries and concerns. Communicate service schedules, changes, and planned activities to building occupants. Prepare regular operational reports including service performance, incidents, and improvement initiatives. Conduct client meetings to review service delivery and gather feedback. Collaborate with hard services and engineering teams for integrated facility management.

Required Qualifications

Education: Bachelor's degree in Facilities Management, Hospitality Management, Business Administration, or related field preferred. Equivalent combination of education and relevant experience will be considered.

Experience: Minimum 5-7 years of facilities management experience with focus on soft services delivery. Proven experience managing multiple service contracts and vendor relationships. Background in commercial office environments, corporate facilities, or hospitality settings. Experience with integrated facilities management (IFM) operations preferred.

Location:

On-site –Pune, MH

Scheduled Weekly Hours:

48

If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements.  We’re interested in getting to know you and what you bring to the table!

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.

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