Soft Services Manager

Job PurposeThis position is perhaps one of the most critical as it is in direct contact with the client’s business. Your efforts will represent Khidmah and the service we provide with a healthy and safe standard in accordance with UAE legislation and companies / client policies and procedures.Roles , Responsibilities, DutiesCarry out all assigned tasks in accordance and under the guidance of Khidmah Home Operation manager. Conduct daily documented floor walks across all site areas; maintain visible on-site presence as first point of contact for service quality.Achieve a minimum QA/inspection audit score of 90%, with weekly inspections and monthly reporting.Respond to and resolve litter/spillage and cleanliness complaints within [X] minutes/hours of being raised.Track and report mobilization progress against full contracted headcount on a weekly basis until 100% coverage is achieved.Provide monthly status reporting on all subcontractor AMCs, including renewal and coverage gaps.Hold a fixed weekly client-facing operational review meeting; own closure of all client-raised issues within agreed timeframes, escalating immediately if a target date is at risk.Coordinate directly with Khidmah FM HSE team on all safety-related site issuesMaintain a good rapport & work relationship between all other department representatives, whether managerial or technical staff designation at all times.Liaise in a professional etiquette with Customers on all sites.Attend meetings as & when required.To fully support Training Function of Khidmah & in particular QHS&E and Soft Services. To respond to any changes in the place of work function as dictated by the business and policies To project at all times a positive and motivated attitude and exercise self-control.To provide a courteous and professional service at all times.To ensure Health, hygiene & safety regulations are met and in place as Municipality Code of ConductISO9001 -2015, COSHH, HACCP standards and procedures as well as the UAE Labor Law.To be fully aware and conversant of any environmental standards which are implemented by CWM within the place of work and responsible to integrate them in the day-to-day operation.To be fully aware and conversant with ISO9001 / 14001/18001 policies and procedures and responsible to integrate into the day-to-day operation where applicable.Operation Manager to cascade down the task delegation with efficiency according to established concept of providing a courteous, professional and flexible service at all times.Knowledge on Khidmah’ s wide range of services & capable to supervise, advice & making sure all safety procedures are in hand & met with the utmost safety & efficiency.To provide analysis on P&L reports & if required a report to Executive Director.To understand and reduce operation costs & keep within budget for assigned projects.A full understanding on how KPI & SLA work and implemented in contracts.To understand SOW, RFP, KPI’s, SLA’s in operation & be fully conversant with all services, activities, facilities offered by the company to the client.Cascade down responsibilities & task and monitor performance daily.Responsible on soft services Mobilization & Demobilization part for the projects but not limited to purchasing the assets, consumables and equipment. Implement operational standards with client liaison.Knowledge & understanding in KPI inspections and/or Quality Assurance inspections for the projects in compliance with any & all service level agreements. To be able to supervise, advice & follow up. To be available to advise/support when the staff is in need between other departments.Update/ Create/ Modify Method Statements when in need & register with the QMS Dept. To ensure all operational required documents are up to date and available on site.To support staff needs in other Divisions based on the business priorities and anticipated business demands.To liaise with Human Capital for appointment of new hired staff, staff welfare & Disciplinary actions.Assist Human Capital for interviews for potential candidates.To have a complete knowledge of all cleaning machines and equipment for operation and maintenance as dictated in operation.Keeping up to date with new cleaning innovations, products & cleaning techniques.To have a complete knowledge of cleaning chemicals, suppliers and janitorial materials in the market and their specifications.To have a complete understanding of different cleaning products & their economical & environmental effects. Knowledge & understanding of International cleaning standards such as BICSc.To assist in process to reduce any wastage on office, cleaning or any other related consumables. Liaise with the clients and the onsite Team Leaders and Supervisors to implement efficient management of cleaning programs and services.To have a working knowledge of all Food and Beverage items provided for the contract and the standard of assembly & presentation.Produce accurate contract performance reports weekly, monthly, and as requested.To support FM’s, OA’s & site Supervisors with the development of schedules , Rota’s and operational procedures To develop and implement an ongoing training program for the team to improve their skills and abilities through the BICs program, TBT’s and On Job Training.To promote and recognize positive actions by staff and reward accordingly To produce current reports to reflect current statistics and trends of the business Develop and write SOP’s, Method Statements & Scope of Work related to the activities and duties of the department. Ability to make produce point presentations on job relevant subject matter Conducting, review & advice; semi-annual & annual appraisals for Technical & Professional team members in the designated region.For any client enquiries or complains, Report & prepare an action plan with follow up dates.The client should be notified for any changes.To be demanding and critical when it comes to service standards.To ensure that the Khidmah team projects a warm, professional and welcoming image.Periodic client meetings agreed with Head of Soft Services Manager.Ensure well welfare for each employee, maximize his production and morale in order to maintain discipline as per Khidmah Policies/Procedures & local legislation.Build an efficient team of employees through multi skilling, tasking and flexible scheduling & by taking an active interest in their welfare, safety and development.To participate where and when necessary in camp inspections and to actively promote a clean and tidy living space for the staff.Knowledge & Understanding of; Industrial cleaning services, Hospitality Services, Façade Cleaning (BMU & Rope Access), Housekeeping services, Specialized Services (Garbage Chute cleaning, Chandelier cleaning, Acoustic panel cleaning, Air Duct cleaning, Fresh Water Tank Cleaning, Car Cleaning & Drapery cleaning services), Hospital Cleaning, Concierge services, Pest Control Management, Beach Cleaning.Liaise with Make Ready team with full coordination to complete cleaning tasks in Make ready .Occupational and workplace Health and Safety responsibilities: In addition to all job specific responsibilities, all employees are required to adhere to all Khidmah health, safety and environmental (HSE) policies, procedures, practices, and relevant legal and statutory health, safety and environmental requirements and obligations. All employees are personally responsible to familiarize themselves with these policies, procedures, practices, updates, etc. Khidmah HSE department regularly updates existing and introduce new policies, procedures and practices and each employee is personally responsible to ensure they stay updated and compliant with all such updates and new additions. Education & Qualification: Diploma or bachelor’s degree (preferable) in Facility Management or with relevant specialization MBA is preferableFM related professional certifications is preferable. E.g., BICSc certificationKnowledge & understanding of BICSc, COSHH, ISO, HACCP, ESTIDAMA, APPA, LEED.Knowledge and understanding of, Control of Substances Hazardous to Health COSHH, ISO, HACCP certificateExperience and Skills:CompetenciesBudgets/Cost ControlLeadershipManaging for ResultsManaging PerformanceOrganizational SavvyPeople DevelopmentPeople ManagementProject ManagementOther SkillsVery good level of knowledge in MS Office and Project Management Software. Demonstrate experience in Leading & managing business service teams, including the management work allocation process, performance management, staff development and career planningExcellent knowledge & understanding of Health, Safety and Environmental responsibilities. Sound operational, commercial and financial awareness of the client project contracts.Able to translate client requirements into action plans and implement them.Excellent communication and interpersonal skills, with ability to consult stakeholders at all levels to deliver services. Report writing and updates Excellent relationship management skills with clients, suppliers and ability to network with within FM Industry. Experience8-12 years of experience in relevant FM Industry. Background in soft services operations (cleaning, waste management, hospitality/janitorial services) within large commercial or retail premisesComputerized maintenance management system CMMS experience preferredKnowledge of Workplace Health and Safety (WH&S) practices and policies.Demonstrated experience mobilizing and directly supervising large frontline workforces (50+ staff) against contracted headcount.Experience managing subcontractors/AMC vendors and tracking service-level compliance.Prior experience in a mall/retail environment strongly preferredIdeally experienced in working with residential & commercial /retail properties