Soft Services Operations Officer

Job Brief:

The Soft Services Operations Officer plays a strategic role in optimizing the performance of the Soft Services Department. The job holder is responsible for enhancing operational efficiency, optimizing resource allocation, ensuring cost control, and maintaining service excellence across all facilities. This position requires a proactive and analytical professional who can design, implement, and continuously improve processes that elevate the quality, efficiency, and effectiveness of service delivery.

The role also entails overseeing key cost drivers such as workforce deployment, chemical usage, and transportation management, ensuring all activities align with budgetary targets and company objectives. The job holder will act as a bridge between operational teams, management, and clients, ensuring high standards of service and customer satisfaction.

Key Responsibilities:

Operational Efficiency & Process Optimization

• Develop, implement, and continuously improve operational procedures, SOPs, and workflows to increase efficiency and service effectiveness.
• Optimize manpower allocation and scheduling to reduce overtime, idle time, and overall labor costs.
• Streamline resource utilization including tools, equipment, and materials to minimize waste and maximize productivity.
• Conduct periodic process audits to identify bottlenecks and implement corrective actions.

Cost Control & Budget Compliance

• Monitor departmental budgets, ensuring compliance with financial targets related to labor, transportation, and consumables.
• Analyze and control chemical consumption, ensuring environmentally responsible and cost-effective use.
• Identify and execute cost-reduction initiatives without compromising service quality.
• Collaborate with procurement to evaluate supplier performance and negotiate cost-effective contracts.

Quality & Training

• Maintain and enhance service quality standards through regular performance evaluations and inspections.
• Develop and conduct both technical and non-technical training programs for cleaning and soft services teams.
• Implement BICSc standards and ensure continuous certification compliance.
• Foster a culture of continuous improvement and professional development within the team.

Technology & Reporting

• Utilize CAFM and other FM technologies to monitor performance, generate analytical reports, and support data-driven decisions.
• Design and implement reporting dashboards and KPIs to track service performance, resource utilization, and cost indicators.
• Support digital transformation initiatives within the department to improve visibility and operational control.

Transportation & Logistics

• Oversee and optimize workers' transportation planning to minimize costs and maximize efficiency.
• Coordinate with HR and Logistics departments to ensure compliant and effective employee mobility.
• Monitor transportation service providers' performance and compliance with company policies.

Leadership & Customer Relations

• Supervise, guide, and motivate soft services supervisors and team leaders to achieve operational goals.
• Maintain effective communication with clients and stakeholders, ensuring high levels of satisfaction and trust.
• Lead by example in promoting safety, quality, and professionalism across all teams.

Qualifications and Skills:

• Bachelor's degree in Facilities Management, Business Administration, or a related field.
• Minimum 5–7 years of experience in Soft Services Operations, with at least 3 years in a supervisory or officer-level role.
• BICSc Certification (mandatory).
• Advanced user of CAFM systems and Microsoft Office tools (Excel, Power BI preferred).
• Strong analytical, reporting, and problem-solving skills.
• Proven leadership and people management capabilities.
• Excellent written and verbal communication skills in English (Arabic is an advantage).
• Valid Qatar Driving License (mandatory).

Key Competencies:

• Strategic thinking and process optimization
• Cost management and budget control
• Operational excellence and quality management
• Customer service orientation
• Team leadership and development
• Digital and analytical mindset

Job Type: Full-time

Application Question(s):

• Are you currently in Doha?
• Do you hold a valid QID?
• Do you hold a valid Qatari Driving License?
• Are your BICSc certified?
• How many years of work experience do you have in a similar role?
• How many years of work experience do you have in CAFM systems?
• What is your level in Microsoft excel from 1 to 10? (1 too low, 10 too high)
• How many years of experience do you have in delivering BICSc training?
• What is your current total salary package?
• What is your availability to join?