KEY ACCOUNTABILITIES

• Proposes and prepares routine and periodic service delivery priority and schedules for measurement of standards against Service levels and key performance indicators for management approval.

• Based on agreed service level standard and measurement metrics, perform facility inspections, assess and identify state of performance outcome and compare 'as is status' findings against agreed targets.

• To carry out periodic review of processes, SOPs, and initiates, review of operations, identifies any requirement for improvement on SOPs, manuals, and methodologies and by coordinating with manager and section heads, amends or

  drafts new SOPs as required to meet with current and updated company policy, procedure, and service requirements.

• To ensure assessment and review of inspections findings and produce outcome status report with respect to- cleanliness and hygiene standard achievement, resources utilisation, health and safety compliance, response and rectification times and performance result of non-inspection aspect within the department operations.

• To Liaise with vendors and soft services operations teams for relevant data, track and verify sources and accuracy related to non-inspection related performance.

• To extract, review and generate reports from computerized system to identify defects, gaps and performance improve through tracking of tickets, work orders, service requests to be actioned by respective department staff.

• To assess, and validate service standards against agreed SLA/KPI for following contracts:

  • Janitorial and general cleaning.

  • Façade and high-rise building cleaning.

  • Waste Management

  • Integrated building pest management.

  • Supply contractors.

  • Landscape services

  • Heavy equipment operations

• To conduct research on new technology, best practice methodology and cases, Identify continuous improvement opportunities for operations/customer experience, and present proposals and recommendation to the management.

• To Perform site inspections and assurance assessments measures as per agreed measurement methods and calculus

  • Performs facility inspections of Terminals, buildings, and physical facilities to assess and identify state.

  • of cleanliness outcome, waste recycling processes, pest management activities status and to compare 'as is status' findings against agreed targets.

Carries out data driven assessment in establishing performance outcome status with respect to resources

• delivery, health and safety, resource deployment, response and rectification times and such element of

  non inspection nature.

• Liaise with vendors and soft services operations teams for relevant data, track and verify sources and accuracy related to non-inspection related performance.

  • Using available and appropriate software application, and based on key performance status analyse, prepare, and submit dashboard level presentations on state of service standards, gaps, and proposal for improvement to the line Manager.

  • To work collaboratively with soft services supervisors, section Heads of the respective service areas to ensure performance data are used in the development of compliance and improvement plans, root cause analysis and

    penalties.

  • Identify performance improvement and continuous improvement opportunities by working collaboratively with soft services operations team, conduct research on new technology, best practice methodology and cases, and present proposals and recommendation to the management to develop strategies for improvement to next level.

  • To raise Nonconformity notes/reports on underperforming service areas, and performance gaps on the findings: Services level standards failures shall be immediately highlighted and issued with standard deficiency or improvement.

  • potential notes to respective section shift supervisors copied to section heads of the respective functional areas.

  • Draft and present practical improvement plan based on performance trends, expectation of the customers, other airport moves keeping in view to achieve highest potential in SKYTRAX/ ACI ASQ airport ranking.

  • To carry out customer satisfaction survey periodically as frequent as determined by the Manager- follow up customer responses and prepare report, identifying any areas of improvement and share with line Manager,

QUALIFICATIONS & EXPERIENCE

Education / Qualifications

• Bachelor’s Degree in any of: Engineering, Operations Research; Business Process management, Industrial Engineering; General Management

Experience

• 3 Years Experience in a hotel housekeeping management/Senior supervisory role at a reputed 5-star hotel or Commercial facility Janitorial Services in standards Inspector or performance-based service delivery in a large people transfer

COMPETENCIES & SKILLS

• Advance Knowledge of Microsoft Word, Excel and PowerPoint.

• Trained in service delivery and work control process in FM industry

• Technical writing (SOPs, SLA/KPI, Flowcharts) etc.

• Minimum qualification as a lead assessor accredited by BICs.

• Ability to work autonomously and provide progress reports.

• Quality management, quality assurance & control.

• Expert in FM soft service processes, methodology scope and deliverables in various industries such as Hotels, Airport and Industrial complexes.

• Project management approach and processes.

• Ability to present information and respond to questions.

• Change management; risk management and system analysis knowledge.

• Complete knowledge of the soft services department’s standard operational procedures; contracts, SLA and KPIs.

• Good understanding of Kaizen tools, namely value stream maps, fishbone diagram and SWOT tools.

Shall be able present cause-effect analysis, and root cause analysis.