Job Summary:
As an Executive in Soft Services at SILA, you will play a crucial role in maintaining the quality and efficiency of service delivery across various sites. Your responsibilities will include managing client expectations, ensuring adherence to service standards, and handling site operations, including recruitment and attendance management. You will also be responsible for obtaining regular client feedback, managing grievances, and ensuring that all audit and compliance requirements are met.
Key Responsibilities:
Quality and Service Delivery:
- Maintain and enhance the quality of soft services across all assigned sites, ensuring compliance with SILA's service standards.
- Proactively manage client expectations and resolve grievances within the established turnaround times (TAT).
- Regularly obtain and assess client feedback to continuously improve service delivery.
Operational Management:
- Manage site recruitment processes to maintain optimal staffing levels and minimize attrition.
- Ensure that all sites have up-to-date schedules, checklists, and operational plans in place.
- Prepare and execute monthly site visit schedules, conducting thorough audits and ensuring timely submission of audit reports.
- Collaborate with site teams to address and rectify any audit findings or suggestions.
- Coordinate with the backend team to manage relievers and ensure smooth operations.
Attendance and Payroll Management:
- Oversee and ensure the accurate closure of attendance records by the 2nd of each month for all assigned sites.
- Review attendance data against budgeted or approved shifts before submitting it to the payroll team, ensuring alignment with financial targets.
Qualifications:
- Education: Bachelor’s degree in Hospitality Management, or a related field.
- Experience: Minimum of 3-5 years in soft services, facility management, or related roles, preferably in a client-facing capacity.
Skills:
- Strong organizational and time-management skills.
- Excellent communication and client relationship management abilities.
- Proficiency in MS Office and facility management software.
- Ability to handle multiple sites and tasks with a focus on quality and efficiency.
About the company:
SILA is a Real Estate Platform, managing over 200 million sq.ft. of assets with 22,000+ employees, pan India. We have a diverse client base of large Corporates, Real Estate Funds, Landowners and Developers.
SILA provides Facility Management, General Contracting and Real Estate Advisory services to various sectors. In 2019, SILA ventured into Real Estate development, with a Mumbai Metropolitan Region (MMR) focus. SILA’s development arm is currently constructing 750,000 sqft of Real Estate
Norwest Venture Partners and Samara Capital Group have invested in the Services and Development businesses respectively.
