Soft Services Manager
Job Description
The Soft Services Manager plays a vital role, overseeing the supervision and performance management of our client appointed service providers responsible for cleaning, waste management, pest control, and animal control services.
This position requires strong leadership and coordination skills to ensure the seamless delivery of soft services on behalf of our client.
Supervision and Performance Management:
• Oversee and manage service providers responsible for cleaning, waste management, pest control, and animal control services.
• Develop and maintain strong working relationships with service providers, ensuring clear communication channels and effective collaboration.
• Monitor and evaluate service provider performance regularly, setting clear performance standards and conducting performance
reviews.
• Provide guidance and support to service providers, addressing any issues or concerns promptly to maintain high service quality.
• Implement and enforce service level agreements (SLAs) and key performance indicators (KPIs) to ensure service providers meet contractual obligations.
• Conduct regular site inspections to assess service quality, identify areas for improvement, and address any deficiencies. Quality Assurance and Compliance:
• Establish and maintain a comprehensive quality assurance program for soft services, ensuring adherence to industry standards and regulatory requirements.
• Conduct regular audits and inspections to verify compliance with established standards and contractual obligations.
• Identify areas of non-compliance or potential risks and take appropriate corrective actions in collaboration with service providers.
• Stay updated on industry trends, best practices, and technological advancements related to soft services, and incorporate relevant innovations into service delivery.
Budgeting and Cost Control:
• Assist in the development and management of budgets for soft services, ensuring cost- effective delivery without compromising service quality.
• Analyze and review service provider contracts, negotiate favorable terms, and identify opportunities for cost savings and process efficiencies.
• Monitor expenses, review invoices, and address any billing discrepancies or financial issues in a timely manner.
Customer Satisfaction and Stakeholder Management:
• Collaborate with property owners, tenants, and other stakeholders to understand their soft service requirements and expectations.
• Proactively address customer concerns or complaints related to soft services, ensuring prompt resolution and maintaining high levels of customer satisfaction.
• Foster positive relationships with stakeholders through effective communication, regular updates, and responsive support.
Documentation and Reporting:
• Maintain accurate and up-to-date records of service provider contracts, performance data, incident reports, and other relevant documentation.
• Prepare regular reports on soft service performance, including key metrics, trends, and areas for improvement.
• Present findings and recommendations to the managing agent team, property owners, and other relevant stakeholders.
