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Our people at JLL 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.   

The Senior Lead – Soft Services at JLL is responsible for overseeing and managing non-technical facility services. This role ensures operational excellence, vendor management, and customer satisfaction while maintaining high service standards across various areas, including Housekeeping Management, Helpdesk management, Courier management, Trophies management, Cubbies management, Mailroom management, store management, Event & Meeting Room Management, Indoor plant management, Dishwashing operations, Scrap management, the onboarding process (TPV), Staff attendance, Vendor SLA preparation and Attendance approvals, support staff training, and indent management, Pest control & Hygiene Management, gamezone operations,Monitoring PPM activities,Monthly accrual reports, Monthly HK Consumption &Stationery,MMR reports for Soft Services, Sustainability Initiatives, among other support services.

1. Administrations supporting activities 

Daily connect with the Soft service team to discuss issues and improvement and new implement soft and  alignment with organizational goals.

Ensure smooth day-to-day operations of all soft services, including housekeeping, Helpdesk, 

Monitor and improve service quality through regular floor rounding

2. Housekeeping & Cleaning Services

Ensure all areas of the facility are maintained at high hygiene and cleanliness standards.

Manage housekeeping teams and service schedules, including periodic deep cleaning.

Oversee cleaning supply inventory and follow up with the procurement team.

3.Helpdesk management

Track ticket resolution time and SLA adherence.

Monitor the number of open, closed, and pending requests.

Analyze recurring issues for process improvement.

Ensure helpdesk team responsiveness and quality of service.

4.Courier management

Monitor delivery timelines and delays.

Check courier service provider performance.

5.Trophies management: 

Track issuance and return of trophies.

Ensure safe storage and prevent damage.

6.Cubbies management:

Monitor allocation and usage of cubbies.(Process  In Progress)

8.Store management, 

Monitor stock levels and recording.

Tracking of material issued data.

Ensure proper labeling and categorization.

Prevent pilferage and unnecessary wasta

9.Indoor plant management,

Monitor plant health and watering schedules.

Ensure vendor compliance with maintenance contracts.

Track plant replacements and cutting cycles.

Address pest and disease issues.

10.Dishwashing operations, 

Monitor hygiene standards and cleaning frequency.

Track dishwashing equipment functionality.

Ensure stock of cleaning agents.

Address staff compliance with sanitation guidelines.

11.Scrap management, 

Maintain records of disposed items.

Track vendor pickups and payments.

Ensure proper segregation of recyclable materials.

12.The onboarding process (TPV)

Background checks: Verifying identity proofs, BPSS creations and BGV form from the new support staff.

Access provisioning: Informing security team post client approval for entry of building and building access.

Site-specific : Deployment will be done by the vendor team for respective buildings.

13.Staff attendance,

Monitor daily attendance and absenteeism trends.

Track late arrivals and early departures.

Ensure BPSS  attendance system functionality.

Generate monthly attendance reports for payroll processing, post client approvals.

14.Vendor SLA preparation and Attendance approvals, 

Track SLA compliance across vendors. (In progress)

Ensure accurate attendance logs for vendor staff.

Verify and approve attendance for invoicing.

Maintain records for audit purposes. (In progress)

15.Support staff training, 

Track training completion reports.

Monitor effectiveness of training programs.

Ensure proper allocation of training resources.

Maintain records of staff skill development.

16.Indent management

Indent Requests: Track the number of indent requests raised 

Approval Process: Monitor approval timelines and pending approvals.

Stock Availability: Check stock levels before processing indent requests.

Procurement Process: Track purchase requisitions and vendor response time.

Delivery Status: Monitor delivery timelines and verify received items.

Usage Tracking: Ensure issued items are utilized as per request.

Budget Control: Track indent requests against allocated budgets.

Audit & Compliance: Maintain records of approved indents for audits.

17.Pest control & Hygiene Management:

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Pesticide Usage: Ensure safe and approved chemicals are used.

Effectiveness Check: Assess recurrence of pest issues post-treatment.

Compliance & Documentation: Maintain records of pest control logs and reports

18.Handling gamezones,

Track game equipment functionality on a daily basis.

Ensure periodic cleaning and maintenance.

Monitor user engagement and complaint resolution.

Prevent misuse or damage to equipment.

19.Monitoring PPM activities,

Track preventive maintenance schedules.

Ensure vendor adherence to planned maintenance.

Maintain maintenance logs and issue reports.

Monitor equipment downtime and repair turnaround times.

20.Monthly accrual reports, 

Track accrual amounts and justification.

Ensure timely submission to finance.

Verify vendor invoices for accuracy.

21.Monthly HK Consumption,

Track usage of housekeeping supplies.

Monitor stock levels and reorder points.

Analyze consumption trends for cost control.

Ensure compliance with sustainability initiatives.

22.MMR reports for Soft Services, 

Monitor monthly service performance metrics.

Track SLA compliance for housekeeping, security, and other services.

Identify recurring issues and recommend improvements.

Ensure accurate data recording and reporting.

23.Sustainability Initiatives

Track waste reduction and recycling efforts.

Monitor energy and water consumption trends.

Ensure compliance with sustainability policies.

Promote employee engagement in green initiatives.

24. Pest Control & Hygiene Management

Ensure effective pest control measures are in place and executed regularly.

Supervise hygiene audits and take corrective action when required.

Maintain records of pest control treatments and hygiene inspections.

25. Vendor Management

Manage contracts and relationships with third-party service providers.

Ensure vendors meet agreed service-level agreements (SLAs) and key performance indicators (KPIs).

Conduct regular vendor evaluations and drive service improvements.

Negotiate contracts for cost efficiency and service enhancements.

26. Event & Meeting Room Management

Ensure proper setup and maintenance of meeting rooms, conference halls, and training areas.

Oversee logistics for corporate events, town halls, and special functions.

Ensure seamless coordination of audio-visual and hospitality services.

27. Office Administration & Consumable Management

Oversee office supplies, including stationery, cleaning materials, and pantry essentials.

Ensure stock availability and optimize procurement for cost efficiency.

Address employee concerns regarding workplace services and resolve them effectively.

28. Team Training 

Lead and mentor soft services teams, including housekeeping.

Conduct training sessions to improve service standards and employee engagement.

Foster a culture of continuous improvement, accountability, and teamwork.

29. Incident Management:

Ensure all incidents are reported promptly and accurately.

Categorize incidents based on severity (Critical, High, Medium, Low).

Track source of incidents (employee, vendor, system failure, etc.).

Maintain a centralized incident log for tracking and audits.

Reporting & Performance Monitoring

Maintain records of soft service activities, including housekeeping, and vendor performance.

Generate monthly MIS reports for management review.

Document incident reports, service requests, and corrective action plans.

Location:

Scheduled Weekly Hours:

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

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.

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