Soft Services Manager

Job description / Role

Key purpose

The purpose of this position is to manage, lead and support a number of cleaning teams to provide a safe, well maintained and clean environment within the premises of the Dubai Metro in line with customer service performance target.

Reason for role

The main reason for the role is to manage housekeeping services on Dubai Metro through internal and external teams.

Structure and reporting relationship

This role reports to Senior Soft Services Manager and has 03 direct reports and 9 indirect reports and is responsible for management of subcontractors operating on Dubai Metro.

Based on the specific requirement of the role

Key accountabilities

Performance
- Coordinating, managing and delivering cleaning services within the premises of Dubai Metro such as stations, car parks, ancillary buildings, trains, depots and offices;
- Ensure RTA KPI cleanliness targets are achieved/exceeded in accordance with the Concession Agreement target score (internal areas and external up to 5m)

People accountabilities
- Management of different disciplines of Serco and sub- contractor Housekeeping staff (700) to ensure delivery of the housekeeping standards in accordance with delivery of the concession KPI's
- Complete annual and mid-year appraisals and identify any sub-standard performance and ensure corrective actions through employee development plans
- Management of disciplinary actions for direct reports and subcontracted staff

Financial accountabilities
- Management of allocated budgets to ensure expenditure is on target against the planned budget
- Approve invoices for subcontracted services

Sub-contractor Management
- Management of subcontractors in accordance with contracts and KPI's, monthly meetings and review of KPI's and corrective action for noncompliance or KPI failure to be reported monthly
- Coordinate with manpower service providers to ensure deployment levels are achieved in accordance with the Contract (Daily deployment of 700 housekeeping staff)
- Verify and approve records for manpower KPIs at the end of each month and provide any clarification as required
- Control and monitor the performance and products supplied by the consumable service providers in accordance with agreed contract
- Control and monitor performance of large equipment service providers and planned/preventive maintenance on the large equipment in accordance with agreed contract
- Monitor the services provided by the Waste Management and Feminine Hygiene subcontractors on all Dubai Metro locations. Highlight any possible changes to the service which will lead to cost savings.
- Ensure the collection and storage of waste prior to disposal off site, in accordance with local procedures and legislation

Contract compliance
- Control, produce, update and review procedures, work instructions, related forms and training material for the service provisions. Work with the SAE team to ensure compliance in maintaining ISO;
- Ensure all departmental records are collated and stored for audit purposes in relation to service provision and control of contractors

Recruitment and Training
- Plan and facilitate recruitment, training, support and coaching of the staff to ensure departmental manning levels are maintained including Serco and Outsourced staff

Planning and Allocation
- Review cleaning frequencies, work flow schedules and special cleaning calendars to ensure optimum cleaning standards within Dubai Metro facilities (stations, car parks, depots and trains)
- Review and update procedure, work instructions and forms as required
- Monthly review of RTA and external mystery shopper results and development of action plans
- Plan and coordinate with Performance & Planning team and manpower sub-contractor to ensure on-going development of the rosters;

Procurement / Asset Management
- Assist with evaluation of tenders and plan/implementation mobilization of the contracts
- Ensure that sufficient stock levels for supplies and consumable items are available for delivery to all locations. Ensure minimal holding levels are maintained and full audit trail is delivered
- Liaise with the Facilities Manager for the procurement/replacement of uniforms and shoes
- Management of the Asset Register for departmental large equipment (Value Aed 8.5m) and Annual Maintenance Contract for large equipment
- Health & Safety
- Ensure ongoing review of operating procedures to maintain best practice health and safety working conditions and maintain the ISO accreditation
- Conduct monthly Leadership tours and take ownership of outputs
- Additional management activities or projects when required for the benefit of Serco

Requirements

Essential technical and professional skills, knowledge and qualifications

Knowledge
- Ideally a degree holder or high diploma of post-secondary education and/or relevant professional qualifications;
- Facilities Management knowledge within hospitality sector.

Skills
- Good understanding of management processes in relation to audits, procedures and instructions and management of assets;
- Ability to manage teams of Housekeeping Supervisors and housekeepers with an aim to meet the committed performance targets in a cost effective and efficient manner;
- Experience in supervising the planned and unplanned cleaning activities to meet challenging work schedule;
- Good interpersonal and people skills, and a mature, methodical and responsible approach to work;
- Strong organizational skills, detail oriented, and the ability to handle multiple priorities;
- Ability to demonstrate both good communications literacy and numeracy skills required for the role;
- Ability to understand technical machine operating specifications for delivery of training on large equipment and MEWPS;
- Thorough understanding of all aspects of health and safety issues;
- Excellent team player and work closely with the team members.

Experience
- A minimum of 4 years' experience in a housekeeping management position;
- Experience of managing large teams of housekeeping staff and outsource contractors;
- Experience and good working comprehension of performance and appraisal management and objective setting;
- Experience of managing KPIs and meeting performance;
- Good understanding and experience of procurement;
- Cultural awareness and sensitivity from managing large multi-national teams.

Additional / special features of the role
- Ensure compliance with the Serco Management System and all relevant business processes, procedures and work instructions to deliver all work with appropriate quality and governance standards
- Ensure security and integrity of all data provided including reporting performance, finance and customer information; reference Serco non-disclosure policy
- To exercise personal duty of care for their own health, safety and welfare and for those affected by their acts or omissions; reference SMS GSOP-HSE1-6 Serco organisational HSE responsibilities
- Ensure compliance with all training requirements of Serco and ensure adherence to these requirements at all times whilst in employment
- Report any accidents, incidents, breaches or potential breaches to appropriate management or the speak up process

Serco is committed to Equal Employment Opportunities and is committed to ensuring the safety of all of its employees through its Zero Harm initiative.

About the Company

Serco is a FTSE 250 international service company which combines commercial know-how with a deep public service ethos.

Serco customers are looking for expertise in managing their people, processes, technology and assets more effectively. We advise economic decision makers, design innovative solutions, integrate systems and - most of all - deliver quality services directly to the public.

Serco supplies to governments, government enterprise, agencies and companies who seek a trusted outsourcing partner with a solid track-record of service excellence. Serco people offer operational, logistical and technical expertise in the Transport, Justice and Immigration, Defence, Education and Healthcare industries as well as in the commercial sectors of Facilities Management.

Serco Middle East have been in the Region since 1947, starting out delivering Air Traffic Control Services in Bahrain; a service we are proudly still running today and have expanded to include many other Airports in the region.

We have expanded significantly since that time across the UAE, Saudi Arabia and Qatar. We have been supporting the RTA to operate the Dubai Metro since 2009, are preparing to launch the flagship Saudi Arabia Passenger Rail service from Riyadh to Qassim in 2016. We deliver Facility Management services to both Cleveland Clinic and Healthpoint Hospitals in Abu Dhabi, large-scale medical facilities in Saudi Arabia and a range of educational and commercial properties in the UAE. We also deliver postgraduate education to Officers in the Qatar Armed Forces through the Joaan Bin Jassim Joint Command and Staff College in Doha.

Focusing on our core values, and creating a positive environment for employees to thrive, we look forward to a bright future as we continue to grow with the region.