Soft Services Manager

Purpose

To provide professional and effective soft services management to the Centre of Excellence and Operations department.

Responsibilities / Duties

Operational

Responsible for the delivery in accordance with the service level agreements.

Management of all in-house and sub-contracted soft services staff.

Responsible for monitoring and reporting of service level agreements and key performance indicators.

Responsible for financial tracking and reporting to ensure all services are delivered within agreed budgets and service levels.

Responsible for providing a continuous improvement review and development of initiatives to improve or rationalise hard services to achieve optimum performance and full customer engagement.

Liaise with customers, the client, employees and sub-contractors to ensure that the provision of support services meets and exceeds service level agreements.

To monitor and review in order to ensure best H&S practice is achieved. To ensure all staff are suitably trained and equipped in order that they operate in accordance with our clients HSEQ policies and procedures.

Processes, Systems and Procedures

Produce FM policies, procedures and processes to underpin SLA's, KPI's, EFS group standards, plus any additional statements specific to needs of the client.

Consistently monitor processes, systems and procedures to maintain optimum customer service, efficiency and accuracy.

Comply with all processes and procedures (Human Resources, HSEQ, Finance, Information Technology, Procurement, Operations) which include compliance with all applicable rules and regulations of the local labour law.

Leadership and Management

Develop, lead, motivate and inspire a professional team enabling them to meet both personal and business targets. Provide clear operational direction and support to team.

Monitor and evaluate performance levels of employees. Proactively identify opportunities to improve performance Indicators along with progression path of blue collared employees.

Strong teamwork ethic and promotion of customer service excellence.

Demonstrate leadership and management skills. Able to drive change management and reduce costs and attrition levels

Proactively manage and take ownership of issues. Seek equitable and creative solutions to problems.

Agree and review performance objectives for each team member. Carry out annual reviews. Use the process to improve employees who are not meeting requirements of role.

Encourage employees to support the operational business objectives by sharing knowledge and to develop a creative approach to their work and to ‘think outside the box’.

Comply with all processes and procedures (Human Resources, HSEQ, Finance, Information Technology, Procurement, Operations) which include compliance with all applicable rules and regulations of the local labour law.

HSEQ

Immediately notify the HSE Manager / Facilities Manager of any safety issues or concerns.

Education / Qualifications, Experience & Skills

Education / Qualifications

Minimum Bachelors degree IHM /management or relevant qualification

HSEQ certification is an advantage

Experience

Minimum of 8 years of management experience in a facilities management / 5 Star Hotel environment with experience of technically complex and multi-disciplined sites.

Minimum of 7 years hands on experience in facilities management.

Job Knowledge & Skills

Knowledge of HSEQ practices and policies.

Excellent time management skills and able work to strict deadlines.

Maintain accuracy when under pressure.

Effective organiser and implementer. Ability to provide a high standard of administrative support. Able to implement administrative processes and pro-actively resolve problems.

Motivational and ambitious leader with the ability to drive change in business and performance management processes.

Excellent influencing, interpersonal and communication skills. Strong and professional presentation, written and verbal skills.

Takes ownership of issues. Seeks equitable and creative solutions to problems. Manages by example.

Experienced user of software packages including MS Excel, MS Word, MS Access, MS PowerPoint and MS Office.

Fluent English and Regional language ability both spoken and written.

Professional and smart appearance at all times.