Assistant Manager - Soft Services

Assistant Manager – Soft ServicesJob PurposeThe Assistant Manager – Soft Services is responsible for planning, managing, and monitoring all soft services operations across assigned properties/facilities to ensure high standards of cleanliness, housekeeping, waste management, pest control, landscaping, hygiene, and customer satisfaction. The role ensures service delivery is aligned with contractual requirements, company standards, health & safety regulations, and client expectations.Key ResponsibilitiesSoft Services OperationsManage day-to-day soft services operations across assigned facilities.Oversee housekeeping, cleaning, waste management, pest control, landscaping, and other support services.Ensure service delivery complies with contractual SLAs, KPIs, and client expectations.Conduct regular inspections and audits to maintain service quality standards.Develop and implement corrective action plans for identified service gaps.Team ManagementSupervise site supervisors, team leaders, and outsourced service providers.Plan and monitor manpower deployment, attendance, productivity, and performance.Conduct training, coaching, and performance evaluations for operational staff.Promote a culture of accountability, customer service, and continuous improvement.Client & Stakeholder ManagementAct as the primary point of contact for clients on soft services-related matters.Attend client meetings and provide operational updates, reports, and improvement plans.Respond promptly to client concerns, incidents, and service requests.Ensure high levels of customer satisfaction and relationship management.Quality, Health & SafetyEnsure compliance with company policies, health & safety regulations, and industry best practices.Conduct regular quality inspections and monitor compliance with cleaning standards.Ensure all staff use appropriate PPE and follow approved safe work procedures.Support internal and external audits and implement corrective actions where required.Budget & Cost ControlMonitor soft services budgets and control operational costs.Track consumption of cleaning materials, chemicals, equipment, and consumables.Identify opportunities for cost optimisation and operational efficiencies.Review vendor performance and support procurement activities when required.Reporting & Performance ManagementPrepare operational reports, performance dashboards, and monthly client reports.Monitor KPIs and SLA achievement and recommend improvement initiatives.Maintain accurate records of inspections, incidents, complaints, and corrective actions.Analyse trends and develop action plans to enhance service quality and productivity.QualificationsBachelor's Degree or Diploma in Facilities Management, Hospitality Management, Business Administration, or a related field.Professional certifications in Facilities Management, Housekeeping, or HSE would be an advantage.Experience5 to 8 years of experience in Soft Services or Facilities Management operations.Minimum 2 years of supervisory or management experience.Experience within Facilities Management, Property Management, Hospitality, Healthcare, Aviation, or Commercial Buildings preferred.UAE/GCC experience will be an advantage.Skills & CompetenciesStrong knowledge of housekeeping and soft services operations.Excellent client and stakeholder management skills.Strong leadership and team management capabilities.Knowledge of cleaning methodologies, chemicals, equipment, and industry best practices.Understanding of Health, Safety & Environment (HSE) requirements.Strong analytical, reporting, and problem-solving skills.Excellent communication and interpersonal skills.Proficiency in Microsoft Office (Excel, Word, PowerPoint, Outlook).Key Performance Indicators (KPIs)SLA/KPI achievement rate.Client satisfaction scores.Audit and inspection scores.Complaint resolution time.Productivity and manpower utilisation.Budget compliance and cost optimisation.HSE compliance performance.Staff retention and training completion rates.Reporting To: Senior Manager / Operations Manager – Facilities Management Direct Reports: Soft Services Supervisors, Team Leaders, Cleaning Supervisors, Service Providers/Vendors.