Soft Service Manager

JLL empowers you to shape a brighter way.  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. We are committed to hiring the best, most talented people  and empowering them to  thrive, grow meaningful careers and to find a place where they belong.  Whether you've got deep experience in commercial real estate, skilled trades or technology, or you're looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.   What this job involves:As a Soft Service Manager at JLL's APAC Integrated Facilities Management (IFM) team, you will drive standardization and process excellence across APAC soft services operations while working in close partnership with our Singapore-based Program Performance Manager to deliver comprehensive soft services management across the region. This strategic role combines process improvement expertise with operational leadership, requiring you to lead development and implementation of standardized processes and best practices, create and maintain standard operating procedures for soft services, and establish quality control mechanisms to ensure consistent service delivery while driving operational consistency and service excellence. You will play a crucial role in JLL's commitment to delivering exceptional facility services by partnering with area teams to execute standardization initiatives, collaborating with country teams to understand local requirements, serving as alternate for Program Performance Manager on metrics and analytics, and supporting audit requirements and compliance initiatives across the APAC region.What your day-to-day will look like:Lead development and implementation of standardized processes and best practices across APAC while creating and maintaining SOPs for soft servicesEstablish quality control mechanisms to ensure consistent service delivery while driving operational consistency and service excellencePartner with area teams to execute standardization initiatives while providing technical expertise for process implementationDevelop and maintain process documentation and training materials while supporting Program Performance Manager in metric-driven initiativesCollaborate with country teams to understand local requirements while working with global teams to align regional processesServe as alternate for Program Performance Manager for metrics and analytics while supporting performance dashboard maintenanceSupport audit requirements and compliance initiatives while maintaining quality management documentationParticipate in risk assessment and mitigation while ensuring processes meet regulatory requirements.Required Qualifications:Bachelor's degree in Business Administration, Operations Management, or related field5+ years of experience in process improvement and standardization with strong background in operational excellence methodologiesExperience in facilities management or related service industry with excellent communication skills in EnglishStrong process mapping and analysis capabilities with project management expertiseAdvanced Excel and documentation skills with understanding of performance metrics and analyticsCross-cultural communication abilities with detail-oriented and strong analytical capabilitiesAdaptable and flexible approach to work with strong collaboration and team player mindsetProblem-solving expertise with change management skills.Preferred Qualifications:Additional APAC languages beyond EnglishBackground in soft services management or related operational rolesExperience with quality management systems and compliance frameworksKnowledge of audit requirements and regulatory compliance in APAC regionUnderstanding of performance dashboard development and maintenanceExperience with stakeholder management across diverse cultural environmentsBackground in risk assessment and mitigation strategiesFamiliarity with global process alignment and regional strategy developmentLocation: OnsiteTravel Requirements: Regular travel across APAC region (approximately 2-3 times per year)Reports to: APAC Soft Services LeadWhat you can expect from us:You'll join an entrepreneurial, inclusive culture where we succeed together – across the desk and around the globeOur Total Rewards program reflects our commitment to helping you achieve your ambitions in career, recognition, wellbeing, benefits and payJoin us to develop your strengths and enjoy a fulfilling career full of varied experiences. Keep those ambitions in sight and imagine where JLL can take you.At JLL, we are collectively shaping a brighter way — for our clients, ourselves and our fellow employees. We choose to take the more inspiring, innovative, and optimistic path on our journey toward success. What sets JLL apart is our culture of collaboration, locally and across the globe, which allows us to create transformative solutions for the real estate industry. We support each other's wellbeing and champion inclusivity and belonging across teams.JLL is an Equal Opportunity Employer committed to diversity and inclusion.Location: On-site –Gurugram, HRScheduled Weekly Hours: 48Job Tags:GREFIf this job description resonates with you, we encourage you to apply, even if you don't meet all the requirements.  We're interested in getting to know you and what you bring to the tableJLL Privacy NoticeJones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL's recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.For more information about how JLL processes your personal data, please view our Candidate Privacy Statement.For additional details please see our career site pages for each country.For candidates in the United States, please see a full copy of our Equal Employment Opportunity policy here.Jones Lang LaSalle ("JLL") is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities.  If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process – you may email us at This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.