- Manage day-to-day soft services operations of the assigned building in coordination with outsourced service partners.

- Build robust relationships with clients and occupants, understand their requirements and ensure timely resolution of concerns.

- Drive implementation of CRM processes, including client meetings, action tracking and closure of commitments.

- Ensure effective delivery of housekeeping, security, landscaping, pest control, waste management, parking/traffic management, food court and other soft services as per defined SLAs.

- Monitor vendor performance against SLA, KPI, MIS and MMR requirements and ensure corrective actions for service gaps.

- Conduct regular inspections of client areas, common areas and building premises to ensure cleanliness, hygiene, appearance and service standards.

- Manage client complaints and helpdesk requests, ensuring timely closure with appropriate corrective and preventive actions.

- Coordinate move-in and move-out activities, including unit inspection, asset verification, damage assessment and coordination for rectification.

- Ensure adequate manpower, supervision, training and deployment of outsourced staff across all service areas.

- Ensure outsourced teams are trained on SOPs, HIRA, Permit to Work, safety requirements and site-specific processes.

- Prepare and monitor the annual CAM/operational budget,



control expenses within approved budgets and identify opportunities for cost optimisation.

- Review and approve service-related plans, procedures and operating standards to enhance client experience and operational efficiency.

- Coordinate with clients, vendors, internal teams and SMEs for smooth resolution of operational issues and service requirements.

- Ensure compliance with all applicable statutory, safety, security, quality, environmental and ESG requirements.

- Support implementation of ESG and sustainability initiatives, including waste management, energy conservation and responsible resource utilisation.

- Ensure effective emergency preparedness and coordinate response during emergencies in line with the Emergency Response Plan.

- Maintain appropriate records relating to service delivery, inspections, complaints, vendor performance, contracts, expenses and compliance.

- Conduct periodic vendor reviews and audits and ensure closure of identified observations within agreed timelines.

- Identify opportunities to improve service quality, productivity and customer experience while optimising operating costs.

- Support clients and prospective clients with space readiness, occupancy requirements and move-in/move-out coordination.

- Ensure seamless operations during planned events, client visits and other activities within the premises.

📌 Soft Service Manager / Facility Manager (Work Location - Malad) (Mumbai)
🏢 K Raheja
📍 Mumbai