Head - Administration - Facility Management Firm

Manage Soft Services including Food & Beverages for Apprx 2 Lakh Sq feet with an objective of providing an safe, hygienic & enabling environment to the employees in compliance with quality and service standards established by the client while ensuring that the services provided are cost effective, efficient and in line with employee satisfaction.

Strategic Roles and Responsibilities

- Define a service delivery framework and plan hygienic soft services program basis the customer requirements of every facility/property

- Develop budget for Soft Services basis set guidelines for budget & cost optimization in consultation with Head-Administration.

- Define and implement SOP's and guidelines for soft services in accordance with the overall policy guidelines; Update the SOP's from time to time keeping in consideration the changing business dynamics and requirements.

F&B Production and Services

- Managing cafeteria operations with 1500+ covers.

- Manage food menu planning for all facilities (pantry, executive dining, meetings rooms and cafeteria) basis emerging taste and requirements of different stakeholders while maintaining optimum nutritional value

- Drive and oversee successful execution of F&B service and production for all facilities and evaluate varied cost factors to determine F&B pricing.

- Ensure food quality and service delivery standards are always met and maintained and oversee timely maintenance of all kitchen equipment.

- Ensure F&B related compliances are fulfilled.

Facility Management Soft Services





Properties

- Review FM partner's training calendars and ensure adherence

- Monitor and ensure FM partner's service delivery from SLA's & KPI's perspective

- Oversee end-to-end cleaning services and upkeep of all office premises and maintain required inventory of cleaning and consumables

- Ensure timely pest control across all facilities

- Devise and manage effective garbage and waste disposal systems

Horticulture

- Design and manage landscape for office premises including procurement for plants/ trees

- Oversee on-time plantation & maintenance of existing and newly planted outdoor and indoor plants.

Miscellaneous

- Provide support to health & safety department and paramedic services at all times (Medicines, On-call doctors, Resting Spaces etc.)

- Manage end to end housekeeping and laundry services; Maintain track of housekeeping material inventory and quality and ensure timely replenishment

- Ensure adequate safety protocols are in place for facility maintenance

- Create cost effective budget, its management & monitoring.

- Create risk mitigation plans; Ensure adherence to the same

- Plan & manage events from Organizational & Employee engagement perspective

- Partner with TC and identify suitable vendors, conduct tactical negotiations and empanel them for executing the events.

General Admin Services

- Manage complete mail/ dispatch services including designing systematic flow for inbound & outbound mails/ packages, running operations for the mail room and maintaining records of mails/packages received and sent

- Manage complete stationery services including requisition management, desk delivery and inventory management for all office supplies (printing supplies, branded and non-branded stationery, etc.)

- Oversee key management for all offices; Issue keys as per request and manage lost key cases

- Supervise smooth functioning of front desk and concierge services for all employees and visitors

- Manage service facilities are made available to employees including creche and gym; Oversee regular equipment maintenance.

Internal Stakeholder Management

- Manage timely resolution of queries/ grievances pertaining to soft services raised at the Helpdesk; Address escalations if any and provide guidance to teams in order to effectively resolve all queries

- Analyse the service performance and employee satisfaction levels (through formal / informal feedback) and pilot strategic initiatives to drive process improvements.

Governance and Compliance Management :

- Ensure all soft services' processes are compliant with governance protocols, established SOPs and policies

- Ensure timely submission & verification of service partners bills as well as timely pay-out as per agreed SLAs (for all estate services)

- Ensure partners are complying on Statutory Compliances.

- Analyse audit findings with regards to soft service operations and collaborate with the concerned stakeholders to develop effective action plans for mitigating risks/ addressing gaps identified

- Monitor provision for expenses on a monthly basis and ensure Service trackers are maintained to capture all billing and service-related activities

- Ensure creation of a robust Business Continuity Plan by Facility Management team

- Conduct operational reviews from time to time and ensure smooth service delivery and adherence to defined SLAs for soft services.

External Stakeholder Management :

- Identify opportunities and build partnerships with external vendors, government officials to ensure all necessary permits are in place

- Successfully leverage these networks for value creation for Adani; Oversee partner offerings and lead negotiations with them for all soft services

- Keep a track of service partner performance and address issues/resolve any escalations

Technology and Process Evolution

- Identify areas within Soft services which could be automated/ integrated with technology and collaborate with the relevant stakeholders to plan and deploy these initiatives

- Ensure smooth functioning of CAFM for soft services delivery; Track customer satisfaction levels.

People Management :

- Plan shifts and prepare daily roster for all services; Coordinate with vendor partner for timely availability of manpower

- Design L&D calendar for staff and ensure necessary skill training is provided, Plan periodic health checks for service staff

- Drive a performance driven culture - Set goals, review performance, and provide feedback to ensure staff is working in line with the agreed SLAs

- Foster an environment of collaboration and innovation within the team.

Educational Qualification:

- Bachelor's degree in Hotel Management (preferable from IHM) is mandatory

- 14+ years of work experience with minimum 3 years in a team lead role managing large offices in a similar position for mid / large organization, preferably with diverse businesses.

- Experience of running F&B production and services for a large facility with cafeteria with exposure to housekeeping services

- Rich experience in managing Admin services/facility management including soft services in a corporate setup

- Demonstrated Process/Admin Service design experience and good understanding of service management lifecycle

- Good understanding of compliance requirements and working with service level agreements

- Proven experience of delivering excellent customer care and service in a large organisation

- Experience of supervising multi-disciplinary teams of staff across departments and locations

- Experience of dealing with multiple stakeholders - internal as well as external

- Knowledge of occupational safety requirements.