Job Description

JLL supports the Whole You, personally and professionally.



Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you've got deep experience in commercial real estate, skilled trades, and technology, or you're looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.



Facilities Manager - Soft



24x7 Multi-Site Operations | Large Team Leadership

What this job involves:

Leading Operations Excellence

Are you a proven leader who thrives in fast-paced, round-the-clock environments? We're seeking an exceptional Facilities Manager to oversee mission-critical BPO operations across multiple locations.



You'll lead large teams ensuring seamless 24x7 facility operations that directly support business continuity and employee productivity.



As the single point of contact (SPOC) for all facilities operations, you'll manage complex logistics, coordinate with multiple stakeholders, and ensure zero downtime.

Core Responsibilities:

24x7 Operations Management

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



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 Professional10+ 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 ExpertProficiency 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 SolverCrisis 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 ExcellenceBachelor's /Master's 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 JLL's 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 JLL's reputation as a leader in facilities management excellence

Ready to lead the future of facilities management? Apply today and join our mission to create exceptional workplace experiences that drive business success!



What you can expect from us



At JLL, we make sure that you become the best version of yourself by helping you realize your full potential in an entrepreneurial and inclusive work environment. We will empower your ambitions through our dedicated Total Rewards Program, competitive pay and benefits package.



Apply today!

If this job description resonates with you, we encourage you to apply even if you don't meet all of the requirements below. We're interested in getting to know you and what you bring to the table!



Personalized benefits that support personal well-being and growth:



JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.



About JLL -



We're JLL--a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That's why we're committed to our purpose to shape the future of real estate for a better world. We're using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities.



Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we're honored to be recognized with awards for our success by organizations both globally and locally.



Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we're headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.