JLL supports the Whole You, personally and professionally.
Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you’ve got deep experience in commercial real estate, skilled trades, and technology, or you’re looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.
Job Description: Senior Facility Manager - Soft ServicesLocation - Client site - Chennai
Position OverviewThe Senior Facility Manager – Soft Services is a site-based leadership role responsible for delivering exceptional soft services operations at a prestigious client location. This position combines hands-on operational excellence with strategic insights, ensuring every aspect of soft services—from housekeeping to front office—consistently exceeds client expectations and reflects JLL's commitment to world-class service delivery.
Key ResponsibilitiesOperational Excellence & Service Delivery Lead daily soft services operations including housekeeping, cleaning, pest control, waste management, landscaping, front office, and site support services. Ensure flawless execution through active supervision, quality inspections, real-time issue resolution, and proactive management. Conduct regular walkthroughs to verify service quality, identify gaps, and implement immediate corrective actions. Create a culture where quality, responsiveness, and user satisfaction are non-negotiable priorities.
Quality Assurance & Standards Management Implement and enforce standardized SOPs, checklists, and quality control protocols aligned with CoE best practices. Conduct systematic quality audits, track corrective actions, and ensure sustained improvements. Monitor service consistency across all areas—public spaces, workstations, meeting rooms, pantries, restrooms—maintaining uniform excellence throughout the facility.
Team Leadership & Development Lead, motivate, and develop the soft services team including housekeeping staff, front office personnel, and supervisors. Set clear expectations, provide regular feedback, and build team capability through training and coaching. Create an engaged, accountable culture where members take ownership of service quality. Schedule resources effectively and address performance issues promptly while treating people with respect.
Client Relationship Management Serve as the primary soft services contact, building trusted relationships with client stakeholders at all levels. Understand and exceed client expectations consistently. Conduct regular meetings to review performance and gather feedback. Respond to concerns with urgency and effective resolution. Anticipate client needs proactively based on calendar awareness and upcoming events.
Vendor Management & Coordination Manage third-party soft services vendors, ensuring contract compliance and quality standards. Conduct performance reviews and provide constructive feedback. Address vendor issues promptly through clear communication and escalation when necessary. Build collaborative partnerships while maintaining firm accountability for results.
Continuous Improvement & Innovation Identify opportunities to enhance service delivery through improved processes, better tools, or technology enablement. Pilot new methods or products that could improve results. Contribute site-level insights to the broader CoE knowledge base. Stay current with industry best practices and workplace experience trends.
Safety & Compliance Management Ensure rigorous compliance with health, safety, environmental, and client-specific policies. Conduct safety training and regular audits. Investigate incidents and implement corrective actions. Maintain proper documentation for regulatory compliance. Foster a safety-first culture where team members feel empowered to report hazards.
CoE Collaboration Serve as the site connection point to JLL's Center of Excellence network. Implement standardized processes while adapting for site-specific context. Participate in knowledge-sharing forums and contribute practical operational perspectives. Share innovations and lessons learned with the broader network.
Required QualificationsEducation: Bachelor's degree in Facility Management, Hospitality Management, Business Administration, or related field. Relevant professional certifications (CFM, FMP) valued.
Experience: 8-12 years of progressive experience in soft services or hospitality operations with demonstrated leadership responsibility. Proven track record managing comprehensive soft services in corporate facilities, commercial real estate, or hospitality venues where service excellence was paramount. Experience managing diverse frontline teams and delivering consistent quality in high-expectation client environments.
Essential Skills & CompetenciesOperational Excellence: Deep practical knowledge of soft services operations, quality control techniques, and performance management. Ability to diagnose issues and implement effective solutions quickly.
Leadership & People Management: Proven ability to lead and develop frontline service teams, building engagement while maintaining high standards. Empathetic approach that respects service work while driving accountability.
Client Relationship Excellence: Strong interpersonal skills with ability to establish credibility with demanding clients. Professional presence appropriate for executive interactions while remaining approachable. Service recovery skills that turn complaints into opportunities.
Communication Skills: Excellent verbal and written communication with clarity and professionalism for diverse audiences. Active listening and ability to communicate across language or cultural differences.
Analytical & Problem-Solving: Comfortable working with data and metrics to drive decisions. Detail-oriented with practical problem-solving approach. Ability to balance multiple priorities effectively.
Professional Attributes: Service-oriented mindset with genuine commitment to exceptional workplace experiences. Proactive, hands-on approach willing to work alongside teams. Results-focused with strong accountability. Resilient and calm during challenging situations.
Success MeasuresConsistently high inspection scores, customer satisfaction ratings, and positive client feedback
Strong client relationships evidenced by trust and proactive engagement
Engaged, stable team with low turnover and strong performance
Effective cost control and resource utilization without compromising quality
Zero serious safety incidents and successful audit outcomes
Demonstrated service improvements and achievement of established KPIs
Why This Role MattersAs Senior Facility Manager for Soft Services at a prestigious client site, you directly shape the daily workplace experience for employees and visitors. Your leadership creates environments where people feel valued and productive. The high-expectation environment attracts professionals who take pride in delivering outstanding results and building operations others admire.
What JLL Offers YouCompetitive salary with performance-based incentives
Comprehensive health and wellness benefits
Professional development and certification support
Career advancement opportunities within a global organization
Access to industry-leading platforms and CoE network
Collaborative, inclusive culture that values excellence
Apply today and lead soft services excellence at one of JLL's most prestigious client sites.
JLL is an equal opportunity employer committed to building diverse, inclusive teams.
If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements below. We’re interested in getting to know you and what you bring to the table!
Personalized benefits that support personal well-being and growth:
JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.
About JLL –
We’re JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That’s why we’re committed to our purpose to shape the future of real estate for a better world. We’re using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities.
Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we’re honored to be recognized with awards for our success by organizations both globally and locally.
Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we’re headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.
