Job Description
Assistant Manager – Operations (Soft Services)
Department - Integrated Facility Management (IFM) – Operations
Position Summary
The Assistant Manager – Operations (Soft Services) is responsible for managing the delivery of soft services across one or multiple client locations within an Integrated Facility Management (IFM) environment. The role ensures operational excellence in housekeeping, pantry services, pest control, waste management, landscaping, façade cleaning (where applicable), washroom hygiene, and other support services while meeting contractual obligations, service level agreements (SLAs), key performance indicators (KPIs), statutory requirements, and client expectations.
The incumbent will lead site teams, oversee recruitment and manage vendors, optimise manpower utilisation, control operational costs, ensure quality assurance, and build strong client relationships to achieve business objectives and enhance customer satisfaction.
Key Responsibilities Operations Management
- Manage end-to-end delivery of all contracted soft services across assigned client sites.
- Ensure site operates with agreed manpower
- Ensure services are delivered in accordance with contractual scope, SLAs, KPIs, and company standards.
- Develop site-specific operational plans, deployment strategies, and preventive service schedules.
- Conduct regular operational reviews and identify opportunities for process improvement.
- Ensure uninterrupted service delivery by maintaining adequate manpower, equipment, and consumables.
- Coordinate with Engineering, Security, Helpdesk, Transport, and other IFM teams to provide integrated service delivery.
- Support mobilisation of new client sites and transition activities.
- Drive standardisation and implementation of best operational practices across sites.
Housekeeping & Soft Services Management
- Oversee housekeeping operations for offices, production areas, common spaces, washrooms, cafeterias, and external premises.
- Monitor mechanised cleaning operations and ensure optimal utilisation of cleaning equipment.
- Supervise pantry, hygiene, waste management, landscaping, and pest control services.
- Ensure proper segregation, storage, and disposal of waste in accordance with environmental regulations.
- Monitor chemical usage and ensure compliance with Material Safety Data Sheet (MSDS) requirements.
- Maintain housekeeping standards through structured inspections and quality audits.
- Ensure availability of cleaning chemicals, consumables, PPE, and operational materials.
Client Relationship Management
- Act as the primary operational interface between the organisation and assigned clients.
- Conduct daily client interactions and periodic review meetings.
- Present operational dashboards, MIS reports, SLA performance, and improvement plans.
- Resolve customer complaints promptly and implement corrective actions.
- Conduct customer satisfaction surveys and implement service improvement initiatives.
- Build long-term relationships with client stakeholders and identify opportunities for service enhancement.
SLA & KPI Management
- Monitor and achieve contractual SLAs and KPIs.
- Analyse operational performance using dashboards and service reports.
- Track response times, closure timelines, audit scores, complaint trends, and productivity metrics.
- Develop corrective and preventive action plans where service gaps are identified.
- Ensure contractual compliance during client audits and reviews.
Vendor & Contractor Management
- Manage outsourced service providers and subcontractors.
- Verify manpower deployment against contractual requirements.
- Conduct vendor performance evaluations and quarterly business reviews.
- Ensure contractors comply with statutory labour laws, ESI, PF, insurance, wage regulations, and safety requirements.
- Validate contractor invoices and certify monthly billing.
- Maintain statutory documentation and compliance records.
Team Leadership
- Lead housekeeping supervisors, executives, team leaders, and frontline associates.
- Prepare manpower deployment plans and shift rosters.
- Conduct induction programmes and ongoing technical and behavioural training.
- Monitor productivity and performance through measurable KPIs.
- Coach and mentor supervisors to build leadership capability.
- Promote employee engagement, discipline, and a culture of continuous improvement.
Quality Assurance
- Conduct routine quality inspections using digital or manual audit tools.
- Implement SOPs, work instructions, and quality management systems.
- Monitor corrective and preventive action (CAPA) closure.
- Ensure readiness for client, internal, ISO, and third-party audits.
- Benchmark performance against industry best practices.
Health, Safety & Environment (HSE)
- Ensure compliance with company HSE policies and statutory safety regulations.
- Promote safe handling, storage, and usage of cleaning chemicals.
- Conduct safety observations, toolbox talks, and awareness programmes.
- Ensure proper PPE usage by all staff.
- Investigate incidents, near misses, and non-conformities and implement corrective actions.
- Participate in emergency preparedness programmes and evacuation drills.
- Support sustainability initiatives, including water conservation, waste reduction, recycling, and green cleaning practices.
Financial Management
- Monitor site operational budgets and expenditure.
- Optimise manpower productivity and material consumption.
- Reduce operational costs without compromising service quality.
- Track housekeeping consumables and chemical usage against budget.
- Support revenue assurance through accurate billing inputs.
- Identify opportunities for value engineering and cost optimisation.
Inventory & Asset Management
- Manage inventory of consumables, chemicals, PPE, uniforms, and cleaning tools.
- Maintain asset registers for mechanised cleaning equipment.
- Coordinate preventive maintenance and repairs of cleaning machinery.
- Monitor stock levels and minimise wastage through effective inventory control.
Compliance & Documentation
Maintain accurate operational records, including:
- Daily operational reports
- Attendance and manpower deployment records
- SLA/KPI dashboards
- Housekeeping audit reports
- Client meeting minutes
- Incident and accident reports
- Vendor compliance documentation
- Equipment maintenance logs
- Material consumption reports
- Inventory records
- Statutory compliance documentation
- Monthly MIS and business review reports
Key Performance Indicators (KPIs)
- SLA achievement (%)
- Client satisfaction (CSAT) score
- Housekeeping audit score
- Customer complaint resolution time
- Productivity per employee
- Budget adherence
- Consumable cost variance
- Vendor compliance score
- Employee attrition
- Safety compliance
- Audit closure performance
- Contract profitability
- Billing accuracy and timeliness
Qualifications
- Bachelor's degree in Hospitality Management, Hotel Management, Facility Management, Business Administration, or a related discipline.
- Diploma or certification in Facility Management, Housekeeping Management, Hospitality Operations, or Operations Management is desirable.
- Professional certifications such as FMP, CFM, NEBOSH, IOSH, or Six Sigma are advantageous.
Experience
- 5–8 years of experience in Soft Services or Integrated Facility Management.
- At least 2–3 years in a supervisory or assistant managerial role.
- Experience managing corporate offices, IT parks, manufacturing facilities, healthcare institutions, educational campuses, airports, retail developments, or mixed-use properties.
- Experience handling multiple client sites and outsourced manpower is preferred.
CompetenciesOperational Competencies
- Soft services operations
- Housekeeping management
- Vendor and subcontractor management
- Client relationship management
- SLA and KPI management
- Quality assurance
- Budget and cost control
- Workforce planning
- Inventory management
- Contract management
- Risk management
- Mobilisation and transition management
Technical Knowledge
- Mechanised cleaning systems
- Cleaning chemicals and dilution practices
- Pest control coordination
- Waste management and recycling
- Landscaping and horticulture
- Hygiene and sanitation standards
- IFM service delivery models
- CAFM/CMMS platforms
- MS Office (Excel, Word, PowerPoint)
- Digital inspection and audit tools
Behavioural Competencies
- Leadership and people management
- Strategic planning and execution
- Decision-making
- Analytical thinking
- Customer focus
- Communication and presentation skills
- Stakeholder management
- Negotiation and conflict resolution
- Problem-solving
- Change management
- Time management
- Adaptability and resilience
Working Conditions
- Multi-site operational role requiring regular travel between client locations.
- Flexibility to work shifts, weekends, and public holidays as operationally required.
- Participation in emergency response, business continuity, and crisis management activities.
- Frequent interaction with clients, vendors, contractors, and cross-functional teams.
Career Progression
Assistant Manager – Operations → Operations Manager → Senior Operations Manager → Regional Operations Manager → Account Director / General Manager – Operations
Success Measures
Success in this role will be demonstrated by consistently achieving SLA and KPI targets, maintaining high client satisfaction, ensuring statutory and contractual compliance, optimising operational costs, developing high-performing teams, improving service quality, supporting business growth, and contributing to operational excellence across all assigned IFM sites.
Pay: ₹40,000.00 - ₹60,000.00 per month
Benefits:
- Cell phone reimbursement
- Health insurance
- Paid time off
- Provident Fund
Work Location: Hybrid remote in Ekkaduthangal, Tamil Nadu
