Job Description: Senior Facility Manager - Soft Services
Location - Client site - Chennai
Position Overview
The Senior Facility Manager – Soft Services is a site-based leadership role responsible for delivering exceptional soft services operations at a prestigious client location. This position combines hands-on operational excellence with strategic insights, ensuring every aspect of soft services—from housekeeping to front office—consistently exceeds client expectations and reflects JLL's commitment to world-class service delivery.
Key Responsibilities
Operational Excellence & Service Delivery Lead daily soft services operations including housekeeping, cleaning, pest control, waste management, landscaping, front office, and site support services. Ensure flawless execution through active supervision, quality inspections, real-time issue resolution, and proactive management. Conduct regular walkthroughs to verify service quality, identify gaps, and implement immediate corrective actions. Create a culture where quality, responsiveness, and user satisfaction are non-negotiable priorities.
Quality Assurance & Standards Management Implement and enforce standardized SOPs, checklists, and quality control protocols aligned with CoE best practices. Conduct systematic quality audits, track corrective actions, and ensure sustained improvements. Monitor service consistency across all areas—public spaces, workstations, meeting rooms, pantries, restrooms—maintaining uniform excellence throughout the facility.
Team Leadership & Development Lead, motivate, and develop the soft services team including housekeeping staff, front office personnel, and supervisors. Set clear expectations, provide regular feedback, and build team capability through training and coaching. Create an engaged, accountable culture where members take ownership of service quality. Schedule resources effectively and address performance issues promptly while treating people with respect.
Client Relationship Management Serve as the primary soft services contact, building trusted relationships with client stakeholders at all levels. Understand and exceed client expectations consistently. Conduct regular meetings to review performance and gather feedback. Respond to concerns with urgency and effective resolution. Anticipate client needs proactively based on calendar awareness and upcoming events.
Vendor Management & Coordination Manage third-party soft services vendors, ensuring contract compliance and quality standards. Conduct performance reviews and provide constructive feedback. Address vendor issues promptly through clear communication and escalation when necessary. Build collaborative partnerships while maintaining firm accountability for results.
Continuous Improvement & Innovation Identify opportunities to enhance service delivery through improved processes, better tools, or technology enablement. Pilot new methods or products that could improve results. Contribute site-level insights to the broader CoE knowledge base. Stay current with industry best practices and workplace experience trends.
Safety & Compliance Management Ensure rigorous compliance with health, safety, environmental, and client-specific policies. Conduct safety training and regular audits. Investigate incidents and implement corrective actions. Maintain proper documentation for regulatory compliance. Foster a safety-first culture where team members feel empowered to report hazards.
CoE Collaboration Serve as the site connection point to JLL's Center of Excellence network. Implement standardized processes while adapting for site-specific context. Participate in knowledge-sharing forums and contribute practical operational perspectives. Share innovations and lessons learned with the broader network.
Required Qualifications
Education: Bachelor's degree in Facility Management, Hospitality Management, Business Administration, or related field. Relevant professional certifications (CFM, FMP) valued.
Experience: 8-12 years of progressive experience in soft services or hospitality operations with demonstrated leadership responsibility. Proven track record managing comprehensive soft services in corporate facilities, commercial real estate, or hospitality venues where service excellence was paramount. Experience managing diverse frontline teams and delivering consistent quality in high-expectation client environments.
Essential Skills & Competencies
Operational Excellence: Deep practical knowledge of soft services operations, quality control techniques, and performance management. Ability to diagnose issues and implement effective solutions quickly.
Leadership & People Management: Proven ability to lead and develop frontline service teams, building engagement while maintaining high standards. Empathetic approach that respects service work while driving accountability.
Client Relationship Excellence: Strong interpersonal skills with ability to establish credibility with demanding clients. Professional presence appropriate for executive interactions while remaining approachable. Service recovery skills that turn complaints into opportunities.
Communication Skills: Excellent verbal and written communication with clarity and professionalism for diverse audiences. Active listening and ability to communicate across language or cultural differences.
Analytical & Problem-Solving: Comfortable working with data and metrics to drive decisions. Detail-oriented with practical problem-solving approach. Ability to balance multiple priorities effectively.
Professional Attributes: Service-oriented mindset with genuine commitment to exceptional workplace experiences. Proactive, hands-on approach willing to work alongside teams. Results-focused with strong accountability. Resilient and calm during challenging situations.
Success Measures
- Consistently high inspection scores, customer satisfaction ratings, and positive client feedback
- Strong client relationships evidenced by trust and proactive engagement
- Engaged, stable team with low turnover and strong performance
- Effective cost control and resource utilization without compromising quality
- Zero serious safety incidents and successful audit outcomes
- Demonstrated service improvements and achievement of established KPIs
Why This Role Matters
As Senior Facility Manager for Soft Services at a prestigious client site, you directly shape the daily workplace experience for employees and visitors. Your leadership creates environments where people feel valued and productive. The high-expectation environment attracts professionals who take pride in delivering outstanding results and building operations others admire.
What JLL Offers You
- Competitive salary with performance-based incentives
- Comprehensive health and wellness benefits
- Professional development and certification support
- Career advancement opportunities within a global organization
- Access to industry-leading platforms and CoE network
- Collaborative, inclusive culture that values excellence
Apply today and lead soft services excellence at one of JLL's most prestigious client sites.
JLL is an equal opportunity employer committed to building diverse, inclusive teams.
