Soft Services Associate Manager

Key Responsibilities

• Oversee the delivery of soft facilities management services, including housekeeping, cleaning, hygiene, waste management, pest control, and landscaping.
• Manage and monitor service providers, contractors, and subcontractors to ensure compliance with service standards, SLAs, KPIs, and contractual requirements.
• Conduct regular site inspections, audits, and performance reviews to ensure high standards of cleanliness, safety, presentation, and overall facility condition.
• Implement BICS standards, industry best practices, and operational procedures to maintain service quality and compliance.
• Monitor service requests, escalations, and facilities helpdesk concerns, ensuring timely resolution and proper communication with stakeholders.
• Serve as a key point of contact for Corporate Facilities Management, mall management, merchants, contractors, and other stakeholders, addressing operational concerns and coordinating appropriate resolutions.
• Oversee incident and emergency management, including service disruptions caused by operational issues, adverse weather, equipment failure, or manpower shortages.
• Monitor compliance with HSE requirements, including safety audits, site inductions, work permits, and safe work method statements.
• Prepare and review scope of works, technical proposals, budgets, reports, and recommendations for facilities-related projects, upgrades, and improvements.
• Support facilities projects from planning and design through implementation and handover, ensuring works are completed on time, within budget, and according to required standards.
• Monitor operational resources, including consumables, stocks, spares, utilities, and waste, to support cost control and sustainability initiatives.
• Identify operational improvements and cost-saving opportunities that enhance efficiency, service quality, and customer satisfaction.
• Maintain a visible presence across the property, particularly during peak periods and major events, to ensure seamless facilities operations.
• Ensure timely submission of required reports, performance reviews, and operational documentation to management.

Qualifications

• Bachelor’s degree in Management, Business Administration, Operations Management, or a related field
• At least 2 years of relevant experience in mall operations, property management, or soft facilities services
• Hands-on experience managing in-house teams and third-party service providers/contractors for soft services
• Knowledge of local operations, regulations, codes, and applicable industry standards
• BICS certification is an advantage, but not required
• Strong communication, report writing, organizational, and critical-thinking skills
• Basic knowledge of budgeting, accounting, and cost control
• Proficient in Microsoft Office applications, particularly Word, Excel, and PowerPoint
• Good project management, planning, people management, and leadership skills
• Ability to work effectively with multiple stakeholders and manage operational concerns in a fast-paced environment