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Senior Soft Services Executive - Job Description

Position Overview

The Senior Soft Services Executive is responsible for overseeing and managing the delivery of soft facilities management services across assigned properties or client portfolios. This role ensures high-quality service delivery, client satisfaction, operational excellence, and continuous improvement in soft services operations.

Key Responsibilities

Service Delivery Management Oversee day-to-day operations of soft services including cleaning, security, landscaping, waste management, pest control, catering, reception, and mailroom services. Ensure all services meet contractual obligations, service level agreements (SLAs), and quality standards. Conduct regular site inspections and quality audits to maintain service excellence.

Client Relationship Management Serve as the primary point of contact for clients regarding soft services matters. Build and maintain strong client relationships through regular meetings, reporting, and proactive communication. Address client concerns promptly and implement corrective actions to ensure satisfaction.

Vendor and Contractor Management Manage relationships with soft services vendors and subcontractors. Monitor vendor performance against KPIs and SLAs. Negotiate contracts, review pricing, and ensure cost-effective service delivery. Conduct vendor evaluations and implement improvement plans as needed.

Financial Management Develop and manage soft services budgets for assigned properties or portfolios. Monitor expenses, identify cost-saving opportunities, and ensure services are delivered within budget parameters. Prepare financial reports and forecasts for management review.

Team Leadership Lead, mentor, and develop soft services team members including supervisors and coordinators. Conduct performance reviews, provide training, and foster a culture of accountability and excellence. Coordinate staff scheduling and resource allocation.

Compliance and Health & Safety Ensure all soft services operations comply with health, safety, environmental regulations, and JLL standards. Maintain compliance documentation and certifications. Conduct risk assessments and implement safety protocols. Coordinate incident reporting and resolution.

Continuous Improvement Identify opportunities for operational improvements and innovation in service delivery. Implement best practices and new technologies to enhance efficiency and quality. Lead process improvement initiatives and track results.

Required Qualifications

Experience 5-8 years of experience in facilities management with significant focus on soft services. Proven track record managing multiple sites or large-scale facilities. Experience in vendor management and contract administration.

Education Bachelor's degree in Facilities Management, Business Administration, or related field preferred. Professional certifications (IFMA, RICS, or equivalent) are advantageous.

Skills and Competencies Strong leadership and people management capabilities. Excellent client service orientation and communication skills. Financial acumen with budget management experience. Problem-solving ability and attention to detail. Proficiency in FM software and Microsoft Office Suite. Understanding of health and safety regulations and compliance requirements.

Personal Attributes Professional demeanor with ability to interact with senior stakeholders. Proactive and results-oriented approach. Ability to work under pressure and manage multiple priorities. Strong organizational and time management skills.

Working Conditions

This role typically requires site-based presence, Some flexibility in working hours may be required to address operational needs or client emergencies.

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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Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities.  If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process – you may email us at [email protected]. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.