Outsourcing and Operations Lead at Smart Partners

Job Summary

• Outsourcing and Operations Lead manages outsourcing/client relationships and lead operational execution across multiple service areas.
• This role involves supervising admin and janitorial staff, coordinating field operations, managing vendor contracts, developing client proposals, and ensuring seamless service delivery in cleaning, sales of cleaning consumables, fumigation, and facility management.
• Balancing strategic oversight with hands-on management of people, processes, and clients.

Key Responsibilities
Outsourcing/Client Service & Relationship Management:

• Serve as the primary liaison between the company and its clients.
• Develop and maintain strong relationships with clients and outsourced staff to ensure satisfaction and client retention.
• Handle client onboarding, service requests, issue resolution, and performance reviews.
• Send tailored proposals, quotations, and service agreements to clients based on requirements.
• Conduct regular check-ins, service updates, and client review meetings.

Operations & Field Management:

• Manage recruitment and deployment of janitors across client sites.
• Coordinate contingency cleaning activities and ensure cleaning consumable are adequately supplied to clients’ locations when and where necessary on monthly basis.
• Handles sales and client acquisition for cleaning consumables and other services.
• Oversee fumigation and pest control management, ensuring compliance with standards and schedules.
• Conduct routine custodian service inspections and detailed location inspections; document findings and recommend improvements.
• Track service-level performance and respond quickly to issues or client escalations.
• Send monthly report to all the clients on janitorial activities/observations

Vendor & Procurement Management:

• Manage procurement of cleaning and pest control consumables and ensure adequate stock levels.
• Evaluate vendor performance and maintain up-to-date service agreements.
• Oversee inventory management, stock issuance, and reporting.

Administrative & Financial Oversight:

• Supervise administrative staff and cleaning operatives, ensuring clarity of roles and productivity.
• Oversee invoicing and collaborate with Finance on accurate and timely payroll for custodians.
• Monitor budget allocation for consumables, equipment, and personnel logistics.
• Prepare and submit comprehensive operational and client service reports monthly.

Qualifications

• Bachelor’s degree in Business Administration, Facility Management, Operations, or a related field.
• Minimum 4–6 years of relevant experience in operations, client service, or facility management.
• Proven experience in managing field teams, proposals, procurement, and client accounts.

Key Skills & Competencies:

• Strong leadership and people management abilities.
• Excellent written and verbal communication skills.
• Solid understanding of facility management, cleaning, and pest control procedures.
• Highly organized with strong problem-solving and decision-making skills.
• Proficient in Microsoft Office Suite especially excel, and operations software.
• Experience with budgeting, invoicing, and inventory control.
• Strong client service orientation and conflict resolution skills.

Other Attributes:

• Field experience in janitorial or environmental services.
• Ability to multitask and manage several locations or projects simultaneously.
• Attention to detail and commitment to service excellence.
• Strong interpersonal and vendor negotiation skills.