Soft Service Manager

JLL empowers you to shape a brighter way.

Our people at JLL and JLL Technologies are shaping the future of real estate for a better world by combining world class services advisory and technology for our clients. We are committed to hiring the best most talented people and empowering them to thrive grow meaningful careers and to find a place where they belong. Whether youve got deep experience in commercial real estate skilled trades or technology or youre looking to apply your relevant experience to a new industry join our team as we help shape a brighter way forward.

What this job involves:

As a Soft Service Manager at JLLs APAC Integrated Facilities Management (IFM) team you will drive standardization and process excellence across APAC soft services operations while working in close partnership with our Singapore-based Program Performance Manager to deliver comprehensive soft services management across the region. This strategic role combines process improvement expertise with operational leadership requiring you to lead development and implementation of standardized processes and best practices create and maintain standard operating procedures for soft services and establish quality control mechanisms to ensure consistent service delivery while driving operational consistency and service excellence. You will play a crucial role in JLLs commitment to delivering exceptional facility services by partnering with area teams to execute standardization initiatives collaborating with country teams to understand local requirements serving as alternate for Program Performance Manager on metrics and analytics and supporting audit requirements and compliance initiatives across the APAC region.

What your day-to-day will look like:

• Lead development and implementation of standardized processes and best practices across APAC while creating and maintaining SOPs for soft services
• Establish quality control mechanisms to ensure consistent service delivery while driving operational consistency and service excellence
• Partner with area teams to execute standardization initiatives while providing technical expertise for process implementation
• Develop and maintain process documentation and training materials while supporting Program Performance Manager in metric-driven initiatives
• Collaborate with country teams to understand local requirements while working with global teams to align regional processes
• Serve as alternate for Program Performance Manager for metrics and analytics while supporting performance dashboard maintenance
• Support audit requirements and compliance initiatives while maintaining quality management documentation
• Participate in risk assessment and mitigation while ensuring processes meet regulatory requirements.

Required Qualifications:

• Bachelors degree in Business Administration Operations Management or related field
• 5 years of experience in process improvement and standardization with strong background in operational excellence methodologies
• Experience in facilities management or related service industry with excellent communication skills in English
• Strong process mapping and analysis capabilities with project management expertise
• Advanced Excel and documentation skills with understanding of performance metrics and analytics
• Cross-cultural communication abilities with detail-oriented and strong analytical capabilities
• Adaptable and flexible approach to work with strong collaboration and team player mindset
• Problem-solving expertise with change management skills.

Preferred Qualifications:

• Additional APAC languages beyond English
• Background in soft services management or related operational roles
• Experience with quality management systems and compliance frameworks
• Knowledge of audit requirements and regulatory compliance in APAC region
• Understanding of performance dashboard development and maintenance
• Experience with stakeholder management across diverse cultural environments
• Background in risk assessment and mitigation strategies
• Familiarity with global process alignment and regional strategy development

Location: Onsite

Travel Requirements: Regular travel across APAC region (approximately 2-3 times per year)

Reports to: APAC Soft Services Lead

What you can expect from us:

• Youll join an entrepreneurial inclusive culture where we succeed together across the desk and around the globe
• Our Total Rewards program reflects our commitment to helping you achieve your ambitions in career recognition wellbeing benefits and pay
• Join us to develop your strengths and enjoy a fulfilling career full of varied experiences. Keep those ambitions in sight and imagine where JLL can take you.

At JLL we are collectively shaping a brighter way for our clients ourselves and our fellow employees. We choose to take the more inspiring innovative and optimistic path on our journey toward success. What sets JLL apart is our culture of collaboration locally and across the globe which allows us to create transformative solutions for the real estate industry. We support each others wellbeing and champion inclusivity and belonging across teams.

JLL is an Equal Opportunity Employer committed to diversity and inclusion.

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If this job description resonates with you we encourage you to apply even if you dont meet all the requirements. Were interested in getting to know you and what you bring to the table!

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