Operations Manager

Job Description

Role Description

The Senior Operations Manager (Soft Services) is responsible for managing and optimizing soft service operations across multiple client sites. This includes ensuring high-quality service delivery in areas such as housekeeping, security, pest control, waste management, landscaping, cafeteria, and front office management. The role involves strategic oversight, team leadership, client relationship management, and operational excellence across all sites.

Key Responsibilities

• Oversee daily soft services operations across multiple client sites to ensure consistent service quality and client satisfaction.
• Lead and manage site-based teams including facility executives, supervisors, and service staff.
• Develop and implement standard operating procedures (SOPs) and quality checklists for all soft services.
• Drive service excellence, hygiene standards, and employee discipline across all sites.
• Manage vendor and subcontractor performance; ensure SLAs and KPIs are met.
• Conduct site audits, inspections, and regular client review meetings.
• Plan and monitor operational budgets, manpower deployment, and resource utilization.
• Resolve client escalations and operational issues promptly.
• Implement cost optimization and productivity improvement initiatives.
• Ensure compliance with health, safety, and statutory regulations.
• Support mobilization of new sites, including staff onboarding and training.
• Prepare periodic reports on operational performance and client satisfaction.

Qualifications & Experience

• Bachelors degree in Hospitality, Facilities Management, Business Administration, or a related field.
• 8–15+ years of experience in facility management soft services, with 3–5 years in a multi-site leadership role.
• Proven track record in managing outsourced service providers and large manpower teams.
• Strong client relationship and stakeholder management skills.
• Excellent communication, leadership, and people management capabilities.
• Experience with ISO standards, safety audits, and quality frameworks (preferred).

Key Soft Services Areas

• Housekeeping & Janitorial Services
• Security Management
• Landscaping & Horticulture
• Pest Control
• Waste Management & Sustainability Initiatives
• Front Office & Helpdesk Operations
• Cafeteria & Pantry Management
• Event & Office Support Services

More Info

Education