Soft Service Manager

JLL supports the Whole You, personally and professionally.

Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you've got deep experience in commercial real estate, skilled trades, and technology, or you're looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.

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 services

Establish quality control mechanisms to ensure consistent service delivery while driving operational consistency and service excellence

Partner with area teams to execute standardization initiatives while providing technical expertise for process implementation

Develop and maintain process documentation and training materials while supporting Program Performance Manager in metric-driven initiatives

Collaborate with country teams to understand local requirements while working with global teams to align regional processes

Serve as alternate for Program Performance Manager for metrics and analytics while supporting performance dashboard maintenance

Support audit requirements and compliance initiatives while maintaining quality management documentation

Participate in risk assessment and mitigation while ensuring processes meet regulatory requirements.

Required Qualifications:

Bachelor's degree in Business Administration, Operations Management, or related field

5+ years of experience in process improvement and standardization with strong background in operational excellence methodologies

Experience in facilities management or related service industry with excellent communication skills in English

Strong process mapping and analysis capabilities with project management expertise

Advanced Excel and documentation skills with understanding of performance metrics and analytics

Cross-cultural communication abilities with detail-oriented and strong analytical capabilities

Adaptable and flexible approach to work with strong collaboration and team player mindset

Problem-solving expertise with change management skills.

Preferred Qualifications:

Additional APAC languages beyond English

Background in soft services management or related operational roles

Experience with quality management systems and compliance frameworks

Knowledge of audit requirements and regulatory compliance in APAC region

Understanding of performance dashboard development and maintenance

Experience with stakeholder management across diverse cultural environments

Background in risk assessment and mitigation strategies

Familiarity with global process alignment and regional strategy development

Location: Onsite

Travel Requirements: Regular travel across APAC region (approximately 2-3 times per year)

Reports to: APAC Soft Services Lead

What you can expect from us:

You'll join an entrepreneurial, inclusive culture where we succeed together – across the desk and around the globe

Our Total Rewards program reflects our commitment to helping you achieve your ambitions in career, recognition, wellbeing, benefits and pay

Join 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.

If this job description resonates with you, we encourage you to apply even if you don't meet all of the requirements below. We're interested in getting to know you and what you bring to the table

Personalized benefits that support personal well-being and growth:

JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.

About JLL –

We're JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That's why we're committed to our purpose to shape the future of real estate for a better world. We're using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities.

Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we're honored to be recognized with awards for our success by organizations both globally and locally.

Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we're headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.