Job Summary
The Soft Services Supervisor will oversee soft services operations, ensuring high standards across cleaning, waste management, and landscaping activities in line with SLAs and approved schedules. Drives tenant satisfaction by promptly resolving hygiene-related issues and maintaining excellent standards in all tenant-facing areas. Ensures compliance with policies and SOPs while leading continuous improvement initiatives and supporting audit readiness through structured reporting and performance tracking.
Key Responsibilities
Soft Services Operations
- Supervise all cleaning, waste management, and landscaping activities, including fully serviced office areas
- Ensure strict adherence to SLAs, approved cleaning schedules, and scope of work
Consumables Control & Inventory Management
- Take full ownership of all cleaning consumables (toiletries, chemicals, janitorial supplies, tenant-distributed items)
- Track consumption trends and prevent wastage through effective controls
Quality Assurance & Reporting
- Implement structured cleanliness audit systems and daily checklist inspections
- Ensure minimum cleanliness score of ≥90% across all areas
Tenant Experience Management
- Ensure prompt resolution of hygiene-related complaints within SLA timelines
- Maintain high standards across all tenant-facing areas
Compliance & Continuous Improvement
- Ensure full compliance with SOPs, policies, and service standards
Education :
- Bachelor’s Degree or HND in Facilities Management, Hospitality Management, Business Administration, or related field
Experience :
- 5–7 years’ experience in soft services, housekeeping, or facilities management
- Experience in commercial office buildings, serviced offices, or high-rise developments is strongly preferred.
- Demonstrated experience managing: ○ Cleaning operations ○ Waste management systems ○ Landscaping services ○ Consumables inventory
Key Skills & Competencies
- Strong operational supervision and vendor management capability
- Proven experience implementing audit systems and maintaining ≥90% cleanliness scores
- High proficiency in inventory control and cost management
- Strong reporting and data analysis capability
- Tenant-focused mindset with service excellence orientation
- Good knowledge of SLAs, KPIs, and compliance frameworks
- Effective communication and stakeholder management skills
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Job Summary
The role is responsible for driving operational excellence through strong governance, compliance, and continuous improvement practices. It ensures full adherence to Standard Operating Procedures (SOPs), maintains centralized document control, and enforces process standardization across departments. The position oversees audit and compliance activities, including planning and executing audits, tracking corrective actions, and ensuring organizational readiness. It manages incident reporting and resolution, ensuring timely closure and identifying recurring risks.
Key Responsibilities
SOP Governance & Compliance
- Ensure full implementation and adherence to all approved SOPs across departments
- Maintain centralized document control, including versioning, updates, and accessibility
- Enforce process standardization and eliminate operational inconsistencies
Audit & Compliance Management
- Plan and conduct quarterly process audits across all departments
- Evaluate SOP compliance and operational effectiveness
- Track audit findings and enforce timely closure of corrective actions
- Ensure audit readiness across all functions
Incident Management & Control
- Ensure 100% logging of all FM-related incidents on SmartCheck or approved platforms
- Monitor full incident lifecycle: reporting → tracking → resolution → closure
- Ensure incidents are resolved within defined SLA timelines
- Identify recurring issues and escalate systemic risks
- Generate incident trend analysis and performance reports
Data Validation & Impact Measurement
- Validate all departmental data submissions (SmartCheck, reports, dashboards)
- Ensure data accuracy, integrity, and alignment with defined KPIs
- Support consolidation of enterprise-level performance and impact reports
Performance Reporting
- Develop and maintain monthly and quarterly performance dashboards
- Conduct variance analysis (Target vs Actual) across key metrics
- Identify performance gaps and escalate to management
- Ensure timely submission of all reports
Continuous Improvement
- Identify operational inefficiencies and process gaps
- Drive and monitor implementation of improvement initiatives across departments
- Support a culture of accountability and performance optimization
Qualifications & Experience
- Bachelor’s Degree or HND in Facilities Management, Business Administration, Engineering, or related field
- 4–6 years’ experience in quality assurance, audit, compliance, or performance management
- Experience within facilities management, real estate, or structured corporate environments preferred
- Proven experience in: ○ SOP development and enforcement ○ Audit processes and compliance tracking ○ Data analysis and performance reporting
Key Skills & Competencies
- Strong analytical and data validation capability
- High attention to detail and process discipline
- Experience in audit management and compliance enforcement
- Proficiency in reporting tools, dashboards, and performance tracking systems
- Strong understanding of KPIs, SLAs, and operational metrics
- Ability to drive cross-functional coordination and accountability
- Excellent documentation and report-writing skills
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