Soft Services Manager

Job Description

Job Purpose

This position is perhaps one of the most critical as it is in direct contact with the client's business. Your efforts will representKhidmah and the service we provide with a healthy and safe standard in accordance with legislation and companies / client policies and procedures.

• Diploma or bachelor's degree (preferable) in Facility Management or with relevant specialization
• MBA is preferable
• FM related professional certifications is preferable. E.g., British Institute of Cleaning Science (BICS)
• Knowledge & understanding of BICSc, COSHH, ISO, HACCP, ESTIDAMA, APPA, LEED.

Knowledge and understanding of, Control of Substances Hazardous to Health COSHH, ISO, HACCP certificate

Experience and Skills

1. Budgets/Cost Control
2. Leadership
3. Managing for Results
4. Managing Performance
5. Organizational Savvy
6. People Development
7. People Management
8. Project Management

1. Very good level of knowledge in MS Office and Project Management Software.

1. management, staff development and career planning
2. Excellent knowledge & understanding of Health, Safety and Environmental responsibilities.
3. Sound operational, commercial and financial awareness of the client project contracts.
4. Able to translate client requirements into action plans and implement them.
5. Excellent communication and interpersonal skills, with ability to consult stakeholders at all levels to deliver services.
6. Report writing and updates
7. Excellent relationship management skills with clients, suppliers and ability to network with within FM Industry.

1. 8-12 years of experience in relevant FM Industry. Background in installation, maintenance, and repair in large commercial premises.
2. Computerized maintenance management system CMMS experience preferred
3. Knowledge of Workplace Health and Safety (WH&S) practices and policies.
4. Experience of safe working practices, risk assessments, method statements, permit-to-work systems, and water treatment management.
5. Ideally experienced in working with residential & commercial /retail properties

• Carry out all assigned tasks in accordance and under the guidance of Khidmah Home Operation manager.
• Maintain a good rapport & work relationship between all other department representatives, whether managerial or technical staff designation at all times.
• Liaise in a professional etiquette with Customers on all sites.
• Attend meetings as & when required.
• To fully support Training Function of Khidmah & in particular QHS&E and Soft Services.
• To respond to any changes in the place of work function as dictated by the business and policies
• To project at all times a positive and motivated attitude and exercise self-control.
• To provide a courteous and professional service at all times.
• To participate in Technical & commercial submission in the designated region.
• No less than 60 % success rate in all participated number of tenders within assigned designated region.
• Achieve 35 % Gross Profit margin in overall assigned contracts.
• To ensure Health, hygiene & safety regulations are met and in place as Municipality Code of Conduct
• ISO9001 -2015, COSHH, HACCP standards and procedures as well as the Labor Law.
• To be fully aware and conversant of any environmental standards which are implemented by CWM within the place of work and responsible to integrate them in the day-to-day operation.
• To be fully aware and conversant with ISO9001 / 14001/18001 policies and procedures and responsible to integrate into the day-to-day operation where applicable.
• Operation Manager to cascade down the task delegation with efficiency according to established concept of providing a courteous, professional and flexible service at all times.
• Knowledge on Khidmah s wide range of services & capable to supervise, advice & making sure all safety procedures are in hand & met with the utmost safety & efficiency.
• To provide analysis on P&L reports & if required a report to Executive Director.
• To understand and reduce operation costs & keep within budget for assigned projects.
• A full understanding on how KPI & SLA work and implemented in contracts.
• To understand SOW, RFP, KPI's, SLA's in operation & be fully conversant with all services, activities, facilities offered by the company to the client.
• Cascade down responsibilities & task and monitor performance daily.
• Responsible on soft services Mobilization & Demobilization part for the projects but not limited to purchasing the assets, consumables and equipment. Implement operational standards with client liaison.
• Knowledge & understanding in KPI inspections and/or Quality Assurance inspections for the projects in compliance with any & all service level agreements. To be able to supervise, advice & follow up.
• Identifying new business opportunities whether new type of service or project.
• New business opportunities to discuss and work in coalition with Bid Department.
• Conducting market studies for new type of services.
• To be available to advise/support when the staff is in need between other departments.
• Update/ Create/ Modify Method Statements when in need & register with the QMS Dept.
• To ensure all operational required documents are up to date and available on site.
• To support staff needs in other Divisions based on the business priorities and anticipated business demands.
• To liaise with Human Capital for appointment of new hired staff, staff welfare & Disciplinary actions.
• Assist Human Capital for interviews for potential candidates.
• To have a complete knowledge of all cleaning machines and equipment for operation and maintenance as dictated in operation.
• Keeping up to date with new cleaning innovations, products & cleaning techniques.
• To have a complete knowledge of cleaning chemicals, suppliers and janitorial materials in the market and their specifications.
• To have a complete understanding of different cleaning products & their economical & environmental effects.
• Knowledge & understanding of International cleaning standards such as BICSc.
• To assist in process to reduce any wastage on office, cleaning or any other related consumables.
• Liaise with the clients and the onsite Team Leaders and Supervisors to implement efficient management of cleaning programs and services.
• To have a working knowledge of all Food and Beverage items provided for the contract and the standard of assembly & presentation.
• Produce accurate contract performance reports weekly, monthly, and as requested.
• To support FM's, OA's & site Supervisors with the development of schedules , Rota's and operational procedures
• To develop and implement an ongoing training program for the team to improve their skills and abilities through the BICs program, TBT's and On Job Training.
• To promote and recognize positive actions by staff and reward accordingly
• To produce current reports to reflect current statistics and trends of the business
• Develop and write SOP's, Method Statements & Scope of Work related to the activities and duties of the department.
• Ability to make produce point presentations on job relevant subject matter
• Conducting, review & advice; semi-annual & annual appraisals for Technical & Professional team members in the designated region.
• For any client enquiries or complains, Report & prepare an action plan with follow up dates.
• The client should be notified for any changes.
• To be demanding and critical when it comes to service standards.
• To ensure that the Khidmah team projects a warm, professional and welcoming image.
• Periodic client meetings agreed with Head of Soft Services Manager.
• Ensure well welfare for each employee, maximize his production and morale in order to maintain discipline as per Khidmah Policies/Procedures & local legislation.
• Build an efficient team of employees through multi skilling, tasking and flexible scheduling & by taking an active interest in their welfare, safety and development.
• To participate where and when necessary in camp inspections and to actively promote a clean and tidy living space for the staff.
• Knowledge & Understanding of; Industrial cleaning services, Hospitality Services, Faade Cleaning (BMU & Rope Access), Housekeeping services, Specialized Services (Garbage Chute cleaning, Chandelier cleaning, Acoustic panel cleaning, Air Duct cleaning, Fresh Water Tank Cleaning, Car
• Cleaning & Drapery cleaning services), Hospital Cleaning, Concierge services, Pest Control Management, Beach Cleaning.
• Liaise with Make Ready team with full coordination to complete cleaning tasks in Make ready .