Facilities Manager

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.