Lead - Soft Services Standardization (IFM)

Overview

The role is designed to establish and enforce standardized frameworks for Soft Services across all locations within the Group, ensuring uniformity in service delivery, excellent customer experience, strict compliance, and operational superiority. This position focuses on standardizing various soft services such as housekeeping, pest control, hospitality, pantry management, mailroom operations, and overall workplace experience through common policies, SOPs, service levels, audit systems, and performance indicators while optimizing expenditures and improving workplace quality.

Key Responsibilities

• Drive the roll-out of uniform operating procedures and service delivery frameworks across multiple business units and sites to maintain consistent standards in service quality, staffing, consumables, and operational benchmarks.
• Implement governance structures to monitor and ensure compliance with established soft service standards via periodic audits, assessments, and reviews across locations; ensure closure of corrective actions.
• Formulate standardized scopes of work, SLAs, KPIs, and contractual documents for soft service vendors to maintain service excellence and support vendor consolidation and strategic sourcing initiatives.
• Enhance workplace experience by standardizing hospitality guidelines, reception services, conference facilities, and customer interaction protocols.
• Create comprehensive dashboards and management information systems to track service performance, audit outcomes, complaint trends, and satisfaction metrics; use data analytics for continuous service improvement.
• Lead initiatives to increase productivity and reduce costs by optimizing processes, consumables, equipment, and staffing models; identify opportunities for bulk purchasing and economies of scale.
• Promote technology adoption including CAFM platforms, digital audits, helpdesk software, mobile inspection applications, and performance monitoring tools to automate and digitize soft service operations.
• Develop training programs and competency frameworks for internal teams and service providers, facilitating knowledge sharing and best practice standardization.
• Establish employee satisfaction and workplace experience measurement frameworks, gathering feedback to trigger service enhancements aligned with findings and organizational goals.
• Integrate sustainable and environmental practices within soft service operations focusing on waste reduction, water saving, eco-friendly housekeeping, and responsible consumable usage, supporting the organization's ESG commitments.
• Work closely with Corporate Real Estate, Procurement, HR, Projects, Sustainability, and Business Units to ensure seamless implementation of standards and provide leadership with performance reviews and progress updates.

Qualifications and Experience

• Bachelor’s degree in Hotel Management, Hospitality Management, Facility Management, Business Administration, or related fields.
• 8 to 12 years of relevant experience, ideally with exposure to corporate offices, campuses, industrial townships, business parks, airports, hotels, or infrastructure projects.

Technical Expertise

• Strong command over IFM commercials and soft services standardization.
• Proficient in developing SOPs, governance frameworks, vendor management, KPI & SLA formulation, audit and compliance processes.
• Technically and commercially astute with project management capabilities.

Additional Details

This role demands proactive leadership to drive standardization across multiple sites ensuring cost-effective and quality soft service delivery, aligned with organizational ESG principles and continuous improvement.