- Ensure uninterrupted facility operations supporting round-the-clock BPO activities
- Manage shift-based facility teams across multiple locations
- Coordinate with BPO operations teams to align facility services with business needs
- Implement robust backup systems and contingency plans for critical facility functions
- Monitor and maintain optimal working conditions for night shift and weekend operations
Large Team Leadership & Coordination
- Lead and manage 20+ facility staff across multiple sites and shifts
- Establish clear communication channels and escalation matrices for 24x7 operations
- Implement shift handover protocols ensuring seamless service continuity
- Manage cross-functional teams including housekeeping, Building management, maintenance, cafeteria, and vendors
- Conduct regular team meetings, training sessions, and performance reviews across all shifts
Multi-Location Site Management
- Oversee facility operations across 3-5 BPO locations within the city/region
- Ensure standardized service delivery and compliance across all sites
- Coordinate resource allocation and staff deployment based on site-specific requirements
- Manage inter-site logistics, equipment transfers, and emergency response coordination
- Maintain real-time visibility of operations across all locations through dashboards and reporting
Business Continuity & Critical Operations
- Ensure 100% uptime of critical systems: HVAC, power backup, IT infrastructure support
- Manage generator operations, UPS systems, and power management for uninterrupted operations
- Coordinate with utility providers for scheduled maintenance during minimal impact hours
- Implement and test disaster recovery plans and business continuity procedures
- Handle emergency situations with rapid response and minimal business impact
Client Relationship Management & Stakeholder Engagement
- Serve as primary Client Manager for all soft services across BPO operations
- Build and maintain strong relationships with BPO leadership, HR teams, and operational managers
- Conduct regular client review meetings and presentations on service performance
- Manage client expectations and proactively address concerns with solution-oriented approach
- Coordinate client walkthroughs and facility tours for stakeholders and visitors
- Develop client satisfaction surveys and implement feedback-driven improvements
- Act as escalation point for all soft services-related client issues and complaints
Workplace Experience & Employee Engagement
- Design and deliver exceptional workplace experiences that enhance employee satisfaction and retention
- Manage employee journey touchpoints : onboarding support, daily services, and exit processes
- Oversee workplace hospitality services : reception, guest management, and concierge services
- Coordinate employee engagement activities : festivals, celebrations, team building events
- Manage workplace wellness programs : health screenings, fitness activities, stress management
- Implement employee feedback systems and continuous improvement initiatives
- Create welcoming workplace environments that reflect company culture and values
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24x7 Soft Services Operations
- Ensure seamless housekeeping and cleaning services across all shifts and locations
- Manage comprehensive catering operations : breakfast, lunch, dinner, and night shift meals
- Coordinate reception and front desk services with professional guest handling
- Manage mail and courier services with timely distribution and tracking
- Ensure washroom and pantry maintenance with highest hygiene standards
- Supervise landscaping and aesthetics to maintain premium workplace ambiance
- Coordinate medical support and first aid services for round-the-clock operations
Vendor & Service Partner Management
- Manage multiple vendor relationships for cleaning, security, catering, transport, and maintenance
- Ensure vendor staff availability and service quality across all shifts and locations
- Negotiate and manage contracts with 24x7 service requirements and SLAs
- Monitor vendor performance through regular audits and feedback mechanisms
- Maintain backup vendor arrangements for critical services
Technology & Digital Operations
- Implement and manage facility management software across multiple locations
- Monitor real-time dashboards for equipment status, energy consumption, and service requests
- Generate automated reports and analytics for operational efficiency
- Coordinate with IT teams for facility-related technology requirements
- Manage access control systems, visitor management, and security technology
Compliance & Safety Management
- Ensure adherence to labor laws for night shift operations and extended working hours
- Implement robust health and safety protocols for 24x7 operations
- Conduct regular safety audits and emergency drills across all shifts
- Manage incident reporting and investigation with quick resolution
- Ensure compliance with local regulations for round-the-clock commercial operations
Financial Management & Cost Optimization
- Manage facility budgets across multiple locations with cost center allocation
- Optimize operational costs while maintaining service quality standards
- Track and report on key performance indicators and cost metrics
- Implement energy-saving initiatives to reduce operational costs
- Manage capital expenditure requests and facility improvement projects
Sound like you? To apply, you need to be: Experienced BPO/Operations Professional
- 10+ years in facilities management with minimum 5 years in BPO/Call Center/ ITEs environments
- 3+ years managing large teams (20+ people) across multiple locations
- Proven experience in 24x7 operations management and shift-based team leadership
- Strong background in multi-site coordination and complex logistics management
- Experience with business continuity planning and emergency management
Technical & Analytical Expert
- Proficiency in Office 365 suite / Use of Power BI/ Power Point/ MS Excel / Others
- Proficiency in facility management software and digital monitoring tools
- Strong analytical skills for data-driven decision making and performance optimization
- Knowledge of energy management and sustainability practices
- Experience with vendor management platforms and contract administration
Dynamic Leader & Problem Solver
- Crisis management expertise with ability to handle high-pressure situations
- Excellent communication skills for coordinating with diverse stakeholders
- Strategic thinking combined with hands-on operational execution
- Flexibility and adaptability to handle dynamic BPO requirements
- Results-oriented mindset with focus on service excellence and cost efficiency
Professional Excellence
- Bachelors /Masters degree in Hotel Management / Facilities Management, or related field
- Professional certifications (CFM, PMP, FMP, or equivalent) preferred
- Bilingual capabilities for effective communication with diverse teams
- Technology-savvy with proficiency in MS Office, facility management software, and reporting tools
- Strong ethical standards and professional integrity
What you can expect from us:
Career Growth in Dynamic Environment
- Leadership role with significant autonomy and decision-making authority
- Exposure to cutting-edge facility technologies and operational excellence practices
- Opportunities for professional development and certification support
- Clear career progression path within JLLs global facilities management practice
Comprehensive Compensation Package
- Competitive salary with performance-based incentives
- Comprehensive benefits including health insurance, life insurance, and retirement plans
- Flexible working arrangements and professional development allowances
- Recognition programs and employee engagement initiatives
Challenging & Rewarding Work
- Make direct impact on business operations and employee experience
- Lead transformation initiatives and operational excellence projects
- Work with diverse, talented teams in a collaborative environment
- Contribute to JLLs reputation as a leader in facilities management excellenc
