Operation Manager- Soft Service

Job Description: Soft Services Subject Matter Expert (SME)/Operations Manager Soft Services

Overview:

We are seeking a highly skilled and knowledgeable Soft Services Subject Matter Expert (SME) to join our team. The Soft Services SME will provide specialized expertise in areas such as cleaning, catering, waste management, landscaping, pest control, and other non-technical facility management services. This role will focus on enhancing operational efficiency, ensuring compliance with industry standards, and delivering high-quality soft services to support organizational goals. The SME will collaborate with cross-functional teams, provide guidance, and drive continuous improvement in soft services operations.

Key Responsibilities:

- Expert Guidance and Consultation: Provide expert-level knowledge and advice on soft services processes, including cleaning protocols, waste management systems, catering operations, and grounds maintenance, to optimize service delivery and meet organizational needs.

- Process Evaluation and Improvement: Assess current soft services operations to identify inefficiencies, recommend technical and procedural solutions, and implement best practices to enhance performance and customer satisfaction.

- Compliance and Quality Assurance: Ensure all soft services comply with relevant regulations, health and safety standards, and environmental policies. Conduct audits and reviews to maintain high-quality service delivery and adherence to industry standards.

-Training and Knowledge Transfer: Develop and deliver training programs, manuals, and documentation to educate staff on best practices, safety protocols, and operational procedures in soft services. Mentor team members to build organizational capability.

- Stakeholder Collaboration: Work closely with facility management teams, vendors, and stakeholders to align soft services with business objectives. Represent the needs of the business unit to senior management and ensure seamless service integration.

- Innovation and Sustainability: Identify opportunities for innovation in soft services, such as adopting eco-friendly cleaning products or waste reduction strategies. Stay updated on industry trends and emerging technologies to recommend sustainable solutions.

- Vendor and Contract Management: Oversee vendor performance, evaluate service contracts, and ensure service level agreements (SLAs) are met. Provide recommendations for vendor selection and contract improvements.

- Problem Solving and Issue Resolution: Address complex challenges in soft services operations, providing data-driven solutions and resolving issues to ensure uninterrupted service delivery.

- Documentation and Reporting: Maintain accurate records, prepare reports on service performance, and provide insights to support strategic decision-making. Ensure all documentation, including user guides and training materials, is up-to-date and accessible.

Qualifications and Skills:

- Education: Bachelors degree in facility management, business administration, hospitality management, or a related field.

- Experience: Minimum of 5-10 years of experience in soft services or facility management, with at least 3 years in a leadership or SME role. Proven track record in managing soft services operations and vendor relationships. Hospitality background with premium hotel chains preferable.

- Technical Skills: Advanced knowledge of soft services processes, including cleaning standards, waste management, catering operations, and landscaping. Familiarity with facility management software (e.g., CAFM, IWMS) and sustainability practices is a plus.

- Analytical Skills: Strong ability to analyse operational data, identify trends, and propose actionable solutions to improve service delivery.

- Communication Skills: Excellent verbal and written communication skills to convey complex information clearly to diverse audiences, including non-experts. Ability to develop training materials and deliver presentations.

- Leadership and Collaboration: Exceptional leadership, mentorship, and interpersonal skills to guide teams, manage vendors, and foster a collaborative work environment.

- Attention to Detail: Keen eye for detail to ensure compliance with standards and high-quality service delivery.

- Adaptability: Ability to stay current with industry trends, regulations, and technologies to maintain relevance and effectiveness in the role.

Preferred Qualifications:

- Experience with sustainability initiatives in soft services, such as green cleaning or waste recycling programs.

- Knowledge of health and safety regulations (e.g., OSHA, HACCP) and experience conducting compliance audits.

Work Environment:

- The role may involve working in an office setting or on-site at facilities.

- Occasional travel may be required to oversee operations at multiple locations or to attend industry conferences and training.