SOFT SERVICES MANAGER

The Facility Manager, Soft Services - Provides support to the Program Manager / Unit Director / Resident Regional Facility Director to provide excellent customer service to our corporate client.

We are looking for an experienced Soft Services Manager to join our dynamic facilities management team. In this role, you will assist in enhancing the operational functionality of our client's physical plant, ensuring a safe and efficient workplace for all our employees. Your contributions will play a vital role in supporting our organizational goals and ensuring a successful results driven facility department program. This position requires a motivated individual to function as a liaison between Client and ESFM Facilities Teams and engage with Client Workplace Experience, Logistics and Production teams as needed. You will collaborate with these and other various departments to manage facility related programs and support our commitment to sustainability and operational excellence in a manufacturing environment. This position is critical in ensuring sustainable high-quality cleaning and housekeeping in a production environment. Minimize dust and contamination in production, logistics, food service and general support and administrative spaces.

This position is critical to support and assist in the creation of long- and short-range work plans in support of the Clients' manufacturing objectives. Assisting in the identification, development, implementation, sustainment and compliance with Standard Operating Procedures (SOP's) and various program elements. Assist in the deployment, employment and effective utilization of Integrated Work Management (IWMS) and/or Computerized Maintenance Management (CMMS) Systems. Manages Asset Information accurately. Manges vendor service agreements, schedules, and performance.

Key Responsibilities:

Directly manage in-house or third-party soft service providers including but not limited to janitorial, landscaping, snow removal, trash & recycling, waste management, pest control, mail/shipping and general customer service reception.

Develop and maintain a strong working relationship with our client.

Responsible for the overall direction, coordination, and evaluation of personnel. Ensures that all required paperwork and reports are submitted accurately and on time.

Interact with customers/clients daily to obtain feedback on services and special needs.

Responsible for the Client soft service budget. Provide financial reporting as required.

Assist in vendor contract development and procure goods and services through Compass and Client systems.

Manage requisitions and POs and receipt invoices upon delivery or completion of work.

Act collaboratively to solve problems and resolve spontaneous and unique situations with professionalism and customer service focus.

Work closely with the Hard Services Facility Manager on day-to-day operations and assist the Unit Director in planning the team's goals and objectives.

Ensure appropriate follow-up with customers.

Continuously improve processes, systems, and overall client satisfaction.

Establishes work standards and work processes.

Plans, organizes, directs, coordinates, and supervises functions and activities of the department.

Evaluate and justify supplies, equipment and purchases as needed.

Maintains records and statistics for administrative and regulatory purposes.

Establishes and implements policies and procedures for departmental operations.

Encourages and nurtures associate creativity and innovation within the ESFM and client IFMS program.

Ensures compliance with all regulatory agencies.

Demonstrates and promotes ESFM IFM culture, values, and management philosophy.

Demonstrates quality leadership in meeting performances plans.

Ensure proper staffing. Develops and maintains job descriptions and training programs for department staff.

Encourages staff to participate in education programs.

Communicates and ensure all employees are aware of any/all site objectives and plans.

Works collaboratively with the Site HSE Manager and attends and conducts safety meetings conducted by HSE.

Maintains all Safety requirements for Staff members and ensures Safety Reports.

Measure customer satisfaction and implement action plans for areas below standard.

Create an environment of innovations and continuous improvement targeted toward improved service levels, sustainability, and increased efficiency.

Ability to manage stressful situations in a calm, courteous, and efficient manner.

Ensures staff compliance with emergency response procedures and contingency plans.

Qualifications:

Minimum of 3 years soft services industry experience

Progressive supervisory experience, excellent written and verbal communication skills

Solid understanding of facilities management to include janitorial, mail, S&R, landscaping/snow removal, pest control, waste management, vendor management service delivery.

Strong management and organizational skills

Strong Skills in Excel, PowerPoint, Word, MS Teams