Assistant Manager

Job description

Title

Asst. Manager – Facilities – Soft Services

Business unit

IFM

Reporting to

Facility Manager / Site Lead

Key stakeholders

Site Lead , FE Softs , Supervisors , Client Lead

Direct reports

Team consisting of

1.            FE Soft / FE Tech  

2.             FOE / Helpdesk Executives  

Duties & responsibilities

·  To provide management advice on Helpdesk/Mailroom for escalated issues during the shift.
·  To ensure immediate response to all priority calls from employees and Siebel team during the shift and follow escalation process.
·  To ensure accident or crises management is addressed immediately.
·  Clearing of C-mail / Government agencies mail to the proper recipient.
·  To provide management advice for Front Office for escalated issues during the shift.
·  To ensure immediate response to all priority calls during the shift and follow escalation process
·  To take rounds of front office, lobby area, rest rooms to ensure a high standard of housekeeping & upkeep.
·  To ensure immediate response to all priority calls during the shift and follow escalation process
·  Attending the shift briefing
·  To ensure Housekeeping muster, deployment and ensure acknowledgment on the register for and penalties/comments for the improvement in housekeeping services.
·  To ensure that the housekeeping duty manager or housekeeping in-charge of the facility is being updated on the client’s/VIP visits.
·  To ensure that the housekeeping related issues are discussed with housekeeping duty manager and also on priority for the shift and ensure there is an action and tracking for the issue closure.
·  To ensure a facility walk through to check on all rest rooms, breakout area, workstations, meeting rooms, cabins, common areas, development areas for the quality of the housekeeping services.
·  Identification, on time closure and reporting of snags.
·  To discuss and assist facility manager on monthly basis on the vendor performance matrix.
·  Ensure all the Siebel housekeeping calls are closed on priority and within TAT without escalations.
·  To assist Facility Manager in all such ISO, Internal, External, audits that happen at WNS and ensure necessary documentation are done
·  To coordinate with engineering team for any issues that need help.
·  Important and VIP client visits to be coordinated with Events team and should be managed without escalations.
·  Should have complete knowledge & functionality e. Fit tools (VMT, IMT, Site Ops. Site Inspection tool), BGC and work permit tool.
·  Should govern overall pest control, carpet maintenance, Wellness room, Ambulance, Indoor plants, Recreation room and Gym activities.
·  Should conduct all the scheduled meeting and focus meets with projects as per calendar.
·  Should participate and manage half yearly fire drill.
·  All daily, weekly and monthly reports to be shared on time.
·  All the relevant checklist to be governed and maintained as per requirement.
·  Should be able to grab and adopt to all the new implemented initiatives.
·  Making and reviewing of DM, Helpdesk and Mailroom roster.
·  Weekly & Monthly reports like MMR, FL Templates, etc. are prepared and shared on time.
·  Taking interviews for Security manager, housekeeping manager and Helpdesk candidate.
·  Assisting in maintaining requirement compliance score and all the parameters.
·  Preparing and sharing JLL team attendance.
·  Assisting FM/Sr. FM in additional requirement like handling escalations, any special reports
·  Assisting FM in additional requirement like handling escalations and special reports.
·  Conducting random audit for mailroom, helpdesk, time office, VMS, café counters, Wellness room, cloak room, etc. and sharing the report with FM & respective department for actions.
·  Managing workplace stores.

Performance objectives and Key Performance Measures

·  To achieve excellence in Cleaning Management and Site Operations  at site with highest standards and ensure process standards are met
·  Assist the FM in managing in scope activities and vendor coordination for WNS initiated projects to ensure the quality and deliverables with in the stipulated time.
·  Assist in providing comprehensive facility inspection reports and vendor reviews as required
·  Contribute to achieving financial and other targets established by the Facilities Manager.
·  Achieve Key Performance Indicators and service level agreements targets and manage vendor activities at site

Key skills

•             Scheduling of activities with coordination with all stake holders

•             Good Communication and structural approach with analysis 

•             Team player and should drive ground level staff to desired output

Employee specification

•             Full Time Degree / Diploma in Hotel Management  

•               5-7 Years’ Experience in managing HK Operations / Soft Services for Hotel / IT ITES Client

                  Managing client visits , leading HK and Soft Service should be well aware of safety services and also tech operations as have to work as site lead - Helpdesk Operations, Client Management  

                 Audits Documentations, Compliances Management

Well versed with various Reports, Monthly Trackers, MMR, SLA   Effective Vendor Coordination

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