Facility Manager- Soft Services

Job Summary

The Facilities Operations Manager is responsible for overseeing the overall facilities management, maintenance, safety, and efficiency of facilities operations. The role ensures the smooth functioning of building infrastructure, asset management, vendor services, workplace safety, and operational processes while delivering high service standards and ensuring regulatory compliance.

Package: 10 to 12 LPA

Key Responsibilities

Operational Management

• Oversee daily operations of buildings, grounds, equipment, and facility systems.
• Ensure all facilities operate safely, efficiently, and in compliance with regulatory requirements.
• Manage preventive and corrective maintenance programs.
• Ensure daily facility walkthroughs along with SLs to check and ensure the cleanliness and readiness of the facility at all times.

Health, Safety & Compliance

• Ensure compliance with all applicable building codes, safety regulations, and company policies.
• Ensure the team is aware of EHS norms and follows them at the site
• Conduct safety audits, risk assessments, and workplace safety training.
• Implement health, safety, and environmental (HSE) protocols.

Vendor & Contractor Management

• Establish service-level agreements (SLAs) and ensure adherence to quality standards.
• Conduct vendor performance evaluations and, in case of non-performance, escalate to JLL management to avoid escalations and ensure client satisfaction at all times.

Customer Service & Stakeholder Communication

• Act as the primary point of contact for all facility-related issues.
• Communicate operational updates, outages, and improvement initiatives to stakeholders.
• Ensure prompt response and resolution of service requests to maintain high user satisfaction.

Emergency & Risk Management

• Manage incident reporting, investigation, and corrective actions.
• Ensure preparedness for emergencies through drills and response protocols.

Leadership & Team Management

• Supervise, train, and guide facility staff, including Service Leads and housekeeping teams.
• Conduct workforce planning, scheduling, and shift allocation.
• Lead team briefings, feedback sessions, and performance evaluations.
• Promote a culture of safety, accountability, and teamwork.

Back Office Operations Support

• Facilitate employee onboarding, including seating, infrastructure, and workplace readiness.
• Support operational processes, including coordination with HR, finance, and procurement teams.

Process Improvement & Operational Efficiency

• Identify gaps in facility operations and implement improvements.
• Introduce best practices for facility management.
• Identify operational bottlenecks and implement productivity enhancements.
• Ensure strict adherence to Standard Operating Procedures (SOPs).

Ticket Monitoring & Service Management

• Monitor and track facility-related service requests and tickets.
• Coordinate with internal teams and vendors for timely resolution within SLA timelines.
• Analyze ticket trends to identify recurring issues and training needs.

Reporting & Performance Management

• Prepare and present operational performance reports, including:
• Weekly Business Review (WBR)
• Monthly Business Review (MBR)
• Quarterly Business Review (QBR)
• Half-Yearly Business Review (HBR)
• Track and report Key Performance Indicators (KPIs).
• Conduct trend analysis and highlight risks, opportunities, and improvement areas.
• Ensure accuracy and timeliness of management reports.

Required Skills & Competencies

• Strong facilities and operations management expertise
• Vendor and contract management skills
• Knowledge of safety regulations and compliance requirements
• Leadership and team management abilities
• Strong analytical and reporting skills
• Excellent communication and stakeholder management
• Problem-solving and process improvement mindset

Preferred Qualifications

• Bachelor's degree in Facilities Management, Hotel Management, Business Administration, or related field.
• 5–12 years of experience in facilities or operations management.
• Experience in corporate facilities, commercial buildings, or large campuses.

Prior experience working with global facilities management organizations such as CBRE, JLL, or ISS would be an advantage.