Soft Service Supervisor

7 months ago

Pretoria, South Africa Broll Property Group Full time

**POSITION PURPOSE**

Responsible for planning, directing, monitoring, and managing services and processes to support the Facilities Management teams and services contracts to ensure that the operations of Hard and Soft Services are delivered in accordance with contractual obligations. These operational activities will evolve in line with business trends.

**ESSENTIAL FUNCTIONS AND BASIC DUTIES**

**1. Operations**
- Collaboration with all Service Zones is crucial to ensure that all critical services are planned and delivered in compliance with the PPP and EDM agreements.
- The Soft Service Supervisor is responsible for both strategic planning and day-to-day operations.
- Maintain and improve the quality of Soft Services.
- Oversees client service delivery, procures services, manages third-party service contracts, and directs maintenance processes.
- Participate actively in continuous quality improvement and design rules and methods to improve third-party supplier and subcontractor service delivery.
- In charge of efficiently managing and developing the Soft Services teams.
- Responsible for carrying out the FM strategy throughout the soft services and engineering zones in order to achieve best practices and compliance within the timeframe.
- Takes complete responsibility for managing soft services in accordance with contractual criteria.
- Responsible for executing the FM strategy throughout the soft services and engineering zones in order to achieve best practices and compliance within the service delivery environment.
- Monitors and assesses ongoing facility management initiatives, contract compliance, and quality control.
- Coordinates assigned tasks with other departments and outsourced contractors.
- Assumes responsibility for establishing and sustaining excellent tenant relationships.
- Assumes responsibility for associated duties as required or assigned.
- Ensures that the workplace environment and grounds are clean, secure, and well-kept.
- Complete routine audits at a frequency ensuring the contractual requirements are fulfilled, at timelines based on the Business needs.
- Developing, advising, managing, and improving the facilities management policies and procedures and ensuring compliance.

**2. Contract Management**
- SLA reporting and developing action plans to ensure that SLAs are met/exceeded.
- Ensure that contract deliverables are fulfilled by understanding the significance of managing the site and the services offered to avoid the chance of penalties being levied.
- Reports are submitted timeously in accordance with the company's contractual obligations.
- Ensure that facilities management service delivery vendors meet organizational requirements and objectives and that those services are fully scoped and compliant with contractual service level agreements.

**3. Compliance**
- Managing and ensuring compliance including standard operating procedures, and statutory requirements (health and safety) guidelines.
- Ensures that OHSA requirements are effectively implemented.
- Comply with all relevant sections of the Quality Assurance Audit and assist the QMS team in auditing the contracted soft services provided.
- Conduct risk audits with the view to identifying operational risks and developing strategies to eliminate or mitigate these risks.
- Managing vendor compliance in line with Service Level Agreements.
- Awareness of any specific hazards in the workplace and ensuring that refresher training of staff occurs.

**4. Finance**
- Manages the budget for Soft Services.
- Constantly reviewing costs to identify any areas where cost efficiencies can be optimized.
- Ensures that facilities operations are cost-effective, efficient, and within established budget constraints.

**5. Reporting**
- Timeous submission of all reports, with supporting documents, are prepared and submitted timeously, in line with Info SLS standards.
- Thereby ensuring compliance with the monthly contractual obligations of the Business.

**6. Business Development**
- Proactively manage the quality of service and introduce innovations in line with market trends.
- Continued improvement across all aspects of catering and cleaning services through innovation and efficiencies.
- Evaluate ideas for improved opportunities for services and make the necessary recommendations.
- Development of a soft services improvement plan (if necessary) for each service.

**7. People Management/Leadership**
- Assumes responsibility for establishing and maintaining effective working relationships with both internal and external stakeholders.
- People resource management - including coaching, development, and employee engagement.
- Responsible for the leadership of all employees including effective resource management, recruitment, development, coaching, and performance management.
- Ensuring that HR procedures are followed when addressing performance-related matters in line with policy and procedure.
- Arrange and attend monthly and quarterly rev

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