Lead-Soft Services-IFM Standardization
Key Skills for This Role
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Operating Model Standardization
- 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 and Compliance
- Establish governance mechanisms to monitor adherence to approved soft-service standards.
- Conduct periodic audits, service assessments, and compliance reviews across locations.
- Drive corrective and preventive action closure for identified gaps and non-conformities.
Vendor Management
- Develop standardized scopes of work, SLAs, KPIs, and contract templates for soft-service providers.
- Define vendor performance evaluation and governance frameworks.
- Support strategic sourcing and vendor consolidation initiatives.
Workplace Experience
- 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 and Efficiency
- Establish Group-wide dashboards and MIS for service quality, audit scores, complaint trends, and customer satisfaction.
- Drive productivity improvement and cost optimization through standardized processes, consumables, equipment, and manpower models.
- Identify opportunities for bulk procurement and economies of scale across locations.
Technology 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 and Customer Feedback
- Develop competency frameworks and training standards for soft-service teams and service partners.
- Establish employee satisfaction measurement, workplace experience surveys, and service feedback mechanisms.
- Drive service improvements based on feedback, audit findings, and business requirements.
Sustainability and Stakeholders
- Integrate waste management, water conservation, green housekeeping, and environmentally responsible consumables into soft services.
- Collaborate with Corporate Real Estate, Procurement, HR, Projects, Sustainability, and business-unit teams.
- Present performance reviews, standardization progress, and improvement initiatives to leadership.
Qualifications
- Graduate in Hotel Management, Hospitality Management, Facility Management, Business Administration, or a related discipline.
- Strong exposure to corporate offices, campuses, industrial townships, business parks, airports, hotels, or infrastructure projects.
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