Duty Manager

2 weeks ago

Hyderabad, Telangana, India JLL Full time

Company Overview


JLL empowers individuals to shape a brighter future in the real estate industry. Our people at JLL and JLL Technologies are shaping the future of real estate for a better world by combining world-class services, advisory, and technology for our clients.



Salary


The estimated salary for this role is approximately INR 4,85,000 per annum (CTC).



Job Description


This Duty Manager - Service Delivery Specialist will be responsible for managing all aspects of day-to-day service delivery in Accenture during the shift. They will also be accountable for ensuring proper usage and functionality of technologies implemented at the site.



Key Responsibilities:



  2. Provide management advice on Helpdesk/Mailroom for escalated issues during the shift
  3. Ensure immediate response to all priority calls from employees and Siebel team during the shift and follow escalation process
  4. Clearing of C-mail / Government agencies mail to the proper recipient
  5. Ensure accident or crises management is addressed immediately
  6. Provide management advice for Front Office for escalated issues during the shift
  7. Ensure immediate response to all priority calls during the shift and follow escalation process
  8. Take rounds of front office, lobby area, rest rooms to ensure a high standard of housekeeping & upkeep
  9. Attend shift briefing
  10. Ensure Security muster, deployment, and make sure to acknowledge on the register for any penalties/comments for the improvement in security services
  11. Ensure that the security assignment manager or security in-charge of the facility is being updated on the client's/VIP visits
  12. Ensure that the security related issues are discussed with security assignment manager and also on priority for the shift and ensure there is an action and tracking for the issue closure
  13. Ensure that security staff adheres to GAP norms
  14. Discuss and assist facility manager and security Manager (pan India) on monthly basis on the vendor performance matrix
  15. Ensure the Grooming of the staff
  16. Manage the overall key room, clock room, and time office operations
  17. Ensure weekly training is imparted and staff grooming standard is maintained
  18. Ensure VMT tool (vendor management tool) is up and run all the time
  19. Ensure all registers/tools update for material movements (In & Out) on day-to-day basis
  20. Follow the escalation matrix if anything wrong
  21. Ensure to implement EHS practices (PPEs etc) in and around the security premises
  22. Ensure to update the new assets in the asset tracker & update the relevant stakeholders (WM & CEs)
  23. Attend shift briefing
  24. Ensure Housekeeping muster, deployment, and ensure acknowledgment on the register for and penalties/comments for the improvement in housekeeping services
  25. Ensure that the housekeeping duty manager or housekeeping in-charge of the facility is being updated on the client's/VIP visits
  26. Ensure that the housekeeping related issues are discussed with housekeeping duty manager and also on priority for the shift and ensure there is an action and tracking for the issue closure
  27. Ensure a facility walk-through to check on all rest rooms, breakout area, workstations, meeting rooms, cabins, common areas, development areas for the quality of the housekeeping services
  28. Identification, on-time closure, and reporting of snags
  29. Discuss and assist facility manager on monthly basis on the vendor performance matrix
  30. Ensure all the Siebel housekeeping calls are closed on priority and within TAT without escalations
  31. Ensure caterers maintain a high standard of hygiene & cleanliness in the services areas
  32. During food run-out situation, ensure the matter is escalated to catering lead and coordinate with the catering vendor or any other alternative arrangements
  33. Ensure random food samples test is done by Accenture authorized vendor and results are taken up accordingly
  34. Manage and supervise the quality, quantity, and the cost of meal and refreshments being served in the cafeteria
  35. Ensure that the operating hours, menus will be prominently displayed in all prominent places in the cafeteria
  36. Conduct quarterly traffic analysis and ensure that waiting time on the cash counter and food counters and Sodexho counters shall be within tolerable limits
  37. Ensure that the table & chairs are cleaned at all times and the frequency shall be modulated according to the traffic
  38. Ensure that tracking is done on the vendor crockery like spoons, plates etc. to ensure no shortages
  39. Should conduct monthly random Kitchen audit of the vendors
  40. Escalate Facility Manager and then Accenture Lead on escalations
  41. Ensure the hygiene of the cafeteria vendors operating in stalls
  42. Ensure PPE are used by vendor staff while serving, cooking, and washing
  43. Ensure necessary approvals are taken by the builder team on cases to cases basis during specific events
  44. Coordination with builder on guarding services and common area upkeep daily/weekly/monthly
  45. Co-ordinate with builder security for logistics requirement
  46. Co-ordinate with builder for pest control activity closure
  47. Take proper rounds in all common areas maintained by builder
  48. Co-ordination with builder HK team & ensure daily HK activity in place in common areas
  49. Make snag reports pertaining to common areas and follow up for closure
  50. Coordination for bee hive removals and pest control
  51. Coordination with builder security team for any logistics requirement
  52. Ensure upkeep of breakout area & reprographic equipment's at all times and take necessary actions as required
  53. Ensure all such communication is entered in the duty manager log book to inform the next shift person. Proper handing over and taking over to be done.
  54. Go for facility, walk around and ensure Walk around map & Guide is followed and maintained
  55. Adhere to Accenture Policies, Processes & procedures and also the statutory documents
  56. Adhere to Accenture SLA & KPI as agreed with JLL
  57. Assist Facility Manager in all such ISO, Internal, External, audits that happen at Accenture and ensure necessary documentation are done
  58. Coordinate with engineering team for any issues that need help
  59. Organizing induction program for all TPV & Jll staff
  60. Plan & train TPV staff on Accenture policies and requirements
  61. Daily and monthly updating of OLA in the SMDRS tool
  62. Important and VIP client visits to be coordinated with Events team and should be managed without escalations
  63. Should have complete knowledge & functionality e.Fit tools (VMT, IMT, Site Ops. Site Inspection tool), BGC and work permit tool
  64. Should govern overall pest control, carpet maintenance, Wellness room, Ambulance, Indoor plants, Recreation room, and Gym activities
  65. Should conduct all the scheduled meeting and focus meets with projects as per calendar
  66. Should participate and manage half-yearly fire drill
  67. All daily, weekly, and monthly reports to be shared on time
  68. All the relevant checklist to be governed and maintained as per requirement
  69. Adept to all the new implemented initiatives
  70. Handling of security, EHS incidents on priority and communicating the same as per escalation matrix
  71. Answering the employee query on phone and replying mails
  72. Follow the escalation process & matrix for any incident/issues (100% )

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