Responsibilities
- 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.
Qualifications
- 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.