Assistant Manager - Soft Services

About the Role

The Assistant Manager – Soft Services is responsible for delivering timely and efficient facilities services for Cushman & Wakefield’s PMSI client, meeting service levels and key performance indicators. This role ensures high‑quality, courteous service that supports the client’s business needs and acts as a liaison with the client’s representatives within delegated authority. Core duties include overseeing building facilities, monitoring and following up on customer requests and complaints, and ensuring daily and weekly inspection checklists are completed. The manager inspects logs, office systems such as HVAC, electrical, lighting, and reports any abnormalities to FM, while maintaining soft‑service activities according to SOPs, guidelines and the scope of work. The role prepares and presents regular performance reports (DSR, MMR, QBR), drives corrective actions on pending issues, and implements processes for supplier liaison regarding asset damage or malfunction. It also ensures a clean, hygienic environment, trains staff on procedures, and handles client complaints, value‑added service recommendations, and audit assistance. Standards of cleanliness across lobbies, washrooms, utility areas, and other zones are supervised, with team members assigned duties and inspected for compliance. The manager coordinates daily, weekly, and periodic deep‑cleaning projects, supports events and meetings, and strives to achieve CSAT scores of 80 % or higher. Health, safety and environmental responsibilities include risk assessments, safe‑working systems, compliance with client and C&W H&SE processes, and oversight of pest control using low‑toxicity agents. Vendor management covers quotation collection, contract renewal, monthly evaluations, procurement of consumables, and invoice processing in line with client policies. • Monitor and follow up on customer requests and complaints, ensuring timely resolution per SLA. • Ensure daily/weekly inspection checklists are completed and documented. • Inspect and report abnormalities in office facilities (HVAC, electrical, lighting, interior design). • Maintain soft‑service activities according to SOPs, guidelines, and scope of work. • Prepare and present DSR, MMR, and QBR reports on defined frequencies. • Coordinate follow‑up on rectification works and pending requests with FM and clients. • Liaise with suppliers regarding asset damage, loss, or malfunctions. • Uphold a clean, healthy, and hygienic workplace environment. • Train staff on C&W processes, systems, and safety procedures. • Address client and representative complaints and suggest value‑added services. • Assist FM/PM during audits and implement audit recommendations. • Supervise cleanliness standards across lobbies, reception, washrooms, utility areas, and other zones. • Assign duties to team members and inspect work for compliance with client standards. • Manage schedules for daily, weekly, fortnightly, monthly, and periodic deep‑cleaning projects. • Support F&B and event coordination for internal and external meetings. • Conduct risk assessments and enforce safe‑working systems for HSE compliance. • Oversee pest control using low‑toxicity disinfectants, insecticides, and pesticides. • Manage vendor relationships: obtain quotations, evaluate performance, and handle contract renewals. • Direct procurement of consumables, monitor deliveries, and ensure SLA adherence. • Design and monitor invoice processing for services in line with client policies.

Key Responsibilities

• ▸inspections
• ▸performance reports
• ▸cleaning supervision
• ▸vendor management
• ▸risk assessment
• ▸request management

What You Bring

• Achieve and maintain CSAT scores of 80 % or higher.

Requirements

• ▸csat

Work Environment

Office Full-Time