CPE- Soft Services, SUS (Rest of South)

JD- CPE- Soft Services, SuS (ROS)

Location: Hyderabad

Department: COE

Reports to: COE Lead Soft Services

Position Overview:

The CPE – Soft Services will be responsible for managing and overseeing the entire portfolio of soft services provided to clients across Andra Pradesh, Telangana Tamil Nandu except Hosur. This includes services such as housekeeping, pantry management, pest control, landscaping, waste management, security services, and more.

The role involves ensuring the highest standards of service delivery, and leading team to consistently meet client expectations while driving efficiency, cost-effectiveness, and continuous improvement.

Key Job Responsibilities:

• Strategic Leadership & Operations Management:

o Lead and manage the delivery of all soft services across ROS, ensuring alignment with client requirements and organizational goals.

o Develop and implement operational strategies for soft services that drive efficiency, cost-effectiveness, and high standards of service delivery.

o Provide leadership and guidance to branch and site teams, ensuring that they are fully equipped to deliver exceptional service to clients.

o Ensure operational excellence by driving adherence to key performance indicators (KPIs), service level agreements (SLAs), and health & safety regulations.

• Client Relationship Management:

o Act as the primary point of contact for key clients, ensuring that client expectations are consistently met and exceeded.

o Regularly engage with clients to understand their evolving needs and challenges, and tailor service delivery models accordingly.

o Manage and resolve any client complaints or issues related to soft services in a timely and professional manner.

• Team Management & Development:

o Implement training programs that enhance the skills and competencies of staff in line with service requirements and client expectations.

o Foster a collaborative, high-performance culture within the team, promoting accountability,

professionalism, and teamwork.

o Ensure regular performance reviews, feedback, and coaching to drive continuous development of team members.

• Quality Control & Service Delivery:

o Establish and enforce service quality standards and ensure compliance across all soft services delivery teams.

o Conduct regular site inspections and audits to ensure that the highest standards of service are maintained.

o Implement and monitor quality assurance processes, ensuring that all tasks are completed to the client's satisfaction.

o Drive continuous improvement initiatives, identifying areas for innovation or operational enhancement and leading projects to implement these improvements.

• Budgeting & Cost Management:

o Oversee the budgeting process for soft services, ensuring cost-effective service delivery while maintaining high standards.

o Prepare and manage financial reports related to soft services, ensuring that costs and profits are tracked and accounted for accurately.

• Health, Safety & Compliance:

o Ensure compliance with all health, safety, environmental, and regulatory standards for soft services operations.

o Promote a strong safety culture within the team and across all client sites, ensuring the safety of employees and clients at all times.

o Work with the HSE (Health, Safety, and Environment) team to ensure that all service delivery processes align with safety standards and legal requirements.

o Conduct safety audits, risk assessments, and maintain appropriate documentation for all soft services-related activities.

• Reporting & Performance Monitoring:

o Regularly report on the status of soft services operations to senior management, highlighting successes, challenges, and opportunities for improvement.

o Utilize data and analytics to assess performance, identify trends, and drive improvements in service delivery.

• Innovation & Technology Implementation:

o Stay updated on industry trends, best practices, and new technologies to enhance the delivery of soft services.

o Implement and drive the use of technology and automation to improve operational efficiencies and service delivery.

o Explore new service offerings or enhancements that align with client needs and market trends.

Key Requirements:

• Education:

o Bachelor's degree in Hospitality Management, Business Management, Facility Management, or a related field.

o Advanced certifications in Facility Management or Soft Services Management will be a plus.

• Experience:

o Minimum of 10-12 years of experience in the facility management industry, with at least 5 years in a senior management role in soft services.

o Proven track record in managing large teams, multiple locations, and complex client relationships within the soft services domain.

o Strong experience in P&L management, budget control, and financial performance management.

o Demonstrated expertise in service delivery, quality control, and operational excellence in soft services such as housekeeping, landscaping, waste management, and more.

• Skills:

o Strong leadership, team management, and interpersonal skills.

o Excellent client relationship management and communication skills.

o In-depth knowledge of soft services processes, best practices, and industry standards.

o Strong problem-solving and decision-making skills, with the ability to manage multiple priorities.

o Familiarity with health, safety, and environmental regulations as they relate to facility management.

o Ability to work in a fast-paced, dynamic environment with shifting priorities.

Why Join Us

o Competitive salary and performance-based incentives

o Opportunities for career advancement and professional development

o Collaborative and dynamic work environment

o Work with a leading provider of food & facility management solutions.