Lead-Soft Services-IFM Standardization

Purpose/Objective

To establish, implement, and govern standardized Soft Services frameworks across all Group locations, ensuring consistent service delivery, customer experience, compliance, and operational excellence.
The role will drive standardization of housekeeping, pest control, hospitality, pantry, mailroom, workplace experience, and related IFM services through uniform policies, SOPs, service levels, audit mechanisms, and performance metrics while optimizing costs and enhancing workplace quality across the Group.

Key Responsibilities of Role

- 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.

Technical Competencies

IFM Commercials,Soft Services Standardization,SOP Development & Governance,Vendor Performance Management,KPI & SLA Framework Development,Audit & Compliance Management,Policy Formulation & Implementation, Techn-commercial astute,Project Management

Qualifications and Experience

- 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.