Senior Soft Services Manager

3 weeks ago

Bengaluru, India JLL Full time

Job Description: Senior Soft Services Manager IFM - India

Location: India (Pan-India Coordination)

Reporting to: India Account Lead

Role Overview:

We are seeking a dynamic and detail-oriented Program Manager to lead and coordinate key aspects of facility management operations across India. This role requires strong stakeholder management, project coordination, soft services leadership, and process oversight, along with a proactive approach to reporting and compliance. The candidate will serve as a critical point of contact supporting the India Account Lead and driving operational excellence.

Key Responsibilities:

  • Stakeholder & Program Management
  • Serve as the primary interface for internal and external stakeholders across India.
  • Coordinate and track tasks and projects to ensure timely delivery and alignment with objectives.
  • Manage follow-ups, action tracking, and resolution of outstanding items post meetings or inspections.
  • Summit & Meeting Coordination
  • Prepare agendas and content for India-wide facility summits, reviews, and leadership meetings.
  • Document minutes and drive closure of action items from governance meetings.
  • Soft Services Leadership (India)
  • Lead pan-India soft services programs including housekeeping, pantry, reception, transport, and mailroom.
  • Drive uniformity, SOP adherence, vendor compliance, and customer satisfaction across locations.
  • Project Coordination (Pan-India)
  • Coordinate FM-related projects across India sites, including space upgrades, transitions, and refurbishments.
  • Collaborate with site teams to ensure project milestones are met.
  • Visual Site Inspections & Audits
  • Conduct periodic site inspections to evaluate workplace standards, safety, and SOP compliance.
  • Report observations and follow up on corrective actions with respective site leads.
  • Process & Compliance Oversight
  • Ensure standardized processes and playbooks are followed at all locations.
  • Act as the process champion, identifying gaps and driving continuous improvement initiatives.
  • Reporting & Documentation
  • Develop and maintain a structured reporting mechanism to track FM operations, projects, and soft services metrics.
  • Prepare dashboards and reports for leadership visibility.
  • Executive Support
  • Act as the programmatic and operational support to the India Account Lead, contributing to strategy, execution, and day-to-day operations.

Required Qualifications & Skills:

  • Bachelor's degree (Engineering, Facilities, Business, or related field); MBA preferred.
  • 7–10 years of relevant experience in facility management, program/project management, or workplace operations.
  • Experience managing soft services across multiple sites.
  • Strong communication and stakeholder engagement skills.
  • Proficiency in MS Office, project tracking tools, and data reporting platforms.
  • Knowledge of health & safety, vendor management, and compliance in facility operations.
  • Willingness to travel for site visits across India as needed.

Key Competencies:

  • Organized and deadline-driven
  • Proactive and resourceful
  • Excellent collaboration and follow-through
  • Strong analytical and reporting skills
  • Customer- and employee-experience oriented

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