DGM – SOFT SERVICES

Department

Operations – Soft Services

Reporting to

COO / Head – Operations

Role Type

Corporate / Back Office with multi-site responsibility

Role Purpose

The DGM – Soft Services will provide central operational leadership, governance and continuous improvement across housekeeping and other soft-service operations within the FM portfolio.

The role will support the entire contract lifecycle—from site assessment, solution design, manpower productivity calculations and costing through transition, stabilization and ongoing performance management. The position will drive standardization, productivity, workforce optimization, customer experience, mechanization, service innovation and consistent delivery across sites.

Key Responsibilities

Area

Key Responsibilities

Pre-Sales Assessment

Conduct soft-services site surveys covering area, occupancy, traffic, cleaning frequencies, service levels, shifts, productivity requirements and operational complexities.

Solution Design

Develop service delivery methodology, manpower models, deployment plans, mechanization strategy, material requirements and supervisory structures.

Costing Support

Prepare manpower, machinery, chemicals, consumables, uniforms, training and other soft-services cost estimates with supporting rationale.

Transition & Mobilization

Develop mobilization plans covering recruitment, deployment, training, machinery/material readiness, SOP rollout and service stabilization.

Housekeeping Governance

Establish standards for general cleaning, washrooms, common areas, offices, production environments and other client-specific requirements.

Specialized Services

Provide governance for facade cleaning, deep cleaning, floor care, high-level cleaning, pest control, waste management and other specialist services.

SOP & Standardization

Develop standardized SOPs, checklists, frequencies, cleaning methodologies, colour coding, chemical dilution standards and inspection protocols.

SLA / KPI Management

Establish measurable service standards and monitor SLA adherence, inspection scores, complaints, TAT and recurring service failures.

Workforce Productivity

Analyse deployment against workload, absenteeism, overtime, reliever requirements and utilization; identify manpower optimization opportunities.

Mechanization

Drive appropriate deployment of ride-on scrubbers, sweepers, robotic equipment and other mechanized cleaning solutions to reduce dependency on manual processes.

Material Management

Establish consumption norms for chemicals, tissue, liners and other consumables; monitor variance, wastage and cost per sq.ft/occupant.

Quality Audits

Conduct periodic audits, hygiene inspections and service-quality assessments and drive corrective actions.

Customer Experience

Monitor complaints, feedback, service requests, repeat issues and customer satisfaction to identify service improvement opportunities.

Training & Capability

Establish training matrices covering cleaning methodology, machinery, chemicals, grooming, behaviour, safety and supervisory capability.

BCP & Resource Pool

Establish contingency manpower, machinery and material support through common resource pools for absenteeism, emergencies and sudden demand changes.

Client Management

Participate in operational reviews and present performance, productivity, trends, risks, corrective actions and improvement opportunities.

Key Performance Indicators

Success should be measured through SLA achievement, audit/quality scores, customer satisfaction, complaint reduction, manpower productivity, absenteeism control, consumable cost optimization, mechanization, training compliance, safety performance, service consistency, innovation implementation and savings/productivity improvements.

Qualification & Experience

Graduate/Postgraduate with preferably 12–18 years of experience in Integrated FM/Soft Services, including multi-site operational leadership. Strong expertise in housekeeping, workforce planning, mechanization, productivity modelling, service quality, client management, costing and transition management is expected.

Pay

₹1,000,000.00 - ₹2,000,000.00 per year

Work Location

In person