Senior Specialist - Workplace Services

Job description

Job Description: Sr. Specialist - Workplace Services Position Title: Sr. Specialist - Workplace Services Department: Corporate Real Estate / Integrated Facility Management (IFM) Location: Site-specific (24/7 operations environment) Role Purpose The Sr. Specialist - Workplace Services is responsible for real-time operations and on-ground execution of facility services during assigned shifts , ensuring uninterrupted functioning of hard services, soft services, safety, and workplace experience . This role acts as the first point of contact for all operational issues, escalations, and emergencies , ensuring quick resolution and adherence to SLAs. Key Responsibilities 1. Shift Operations Management • Take complete ownership of facility operations during the assigned shift (day/night/rotational). • Ensure smooth functioning of all services without disruption. • Conduct shift handover/takeover meetings and maintain detailed logs. • Monitor real-time operations and address issues proactively. • Ensure adequate staffing and deployment across all services. 2. Hard Services Monitoring (Technical Oversight) • Monitor performance of critical systems: o HVAC systems o Electrical systems (DG, UPS, panels) o Plumbing and water systems o Fire & life safety systems • Ensure no downtime for critical equipment during shift. • Verify completion of preventive maintenance tasks scheduled during shift. • Coordinate with engineering teams for breakdown resolution. • Escalate critical technical issues to Facility Manager as required. 3. Soft Services Supervision • Supervise housekeeping, cleaning, pest control, and support services. • Ensure cleanliness and hygiene standards across: o Workstations o Washrooms o Cafeteria and common areas • Conduct periodic inspections and rectify gaps immediately. • Ensure proper waste management and disposal practices. 4. Work Order & Helpdesk Management • Monitor and manage helpdesk tickets / work orders through CAFM systems. • Ensure timely assignment, tracking, and closure of service requests. • Maintain SLA adherence for all tickets. • Provide real-time updates to stakeholders on request status. • Analyze recurring issues and escalate for permanent resolution. 5. Client & Employee Experience • Act as the first point of contact (FPOC) for employees and client representatives during the shift. • Address queries, complaints, and service requests promptly. • Ensure readiness of: o Meeting rooms o Conference facilities o Collaboration spaces • Support workplace experience initiatives. 6. Events & Client Visit Support • Coordinate logistics for: o Client visits o Leadership visits o Internal events during the shift • Ensure arrangements for seating, AV, catering, and housekeeping. • Provide on-ground support during events. 7. Safety, Security & Emergency Response • Ensure strict adherence to EHS (Environment, Health & Safety) protocols. • Act as Incident Commander during emergencies (fire, medical, security incidents). • Coordinate evacuation procedures and emergency response teams. • Conduct routine checks on: o Fire safety equipment o Emergency exits o Safety compliance • Report and document incidents. 8. Compliance & Documentation • Ensure all operations during the shift comply with: o Safety standards o Statutory requirements o Internal SOPs • Maintain shift records including: o Incident reports o Maintenance logs o Attendance and manpower reports • Support audits by maintaining proper documentation. 9. Vendor & Contractor Supervision • Supervise on-site vendors and contractor staff. • Ensure adherence to: o SLAs and KPIs o Safety norms o Work permits and compliance requirements • Verify work completion and quality of service. • Escalate vendor performance issues. 10. Builder / Landlord Coordination • Coordinate with building management for: o Common area issues o Utility disruptions o Infrastructure support • Ensure timely resolution of landlord-related concerns. 11. ESG & Sustainability Execution • Support implementation of ESG initiatives such as: o Waste segregation o Energy conservation practices o Water-saving initiatives • Ensure on-ground compliance with sustainability protocols. • Report deviations and improvement opportunities. 12. Training & Team Coordination • Ensure shift teams are: o Properly trained o Aware of SOPs and safety protocols • Conduct toolbox talks and shift briefings . • Guide and support junior staff and supervisors. • Ensure discipline, grooming, and professionalism of staff. 13. Reporting & Communication • Prepare and share shift reports , including: o Incident summaries o Downtime reports o SLA performance • Escalate critical issues to Facility Manager and leadership. • Maintain effective communication across shifts. 14. Business Continuity Support (BCP) • Support execution of Business Continuity Plans during disruptions. • Ensure readiness of backup systems and contingency measures. • Coordinate during crisis situations. Key Performance Indicators (KPIs) • SLA compliance for work orders • Incident response and resolution time • System uptime during shift • Housekeeping and hygiene audit scores • Safety compliance and incident-free operations • Stakeholder satisfaction during shift • Shift reporting accuracy and timeliness Qualifications & Experience • Diploma / Bachelor’s in Engineering / Facilities / Hospitality / Related field • 5–10 years of experience in Facility Management / IFM operations • Experience in 24/7 operations environment preferred Key Competencies • Strong operational and technical understanding • Quick decision-making and problem-solving • Excellent communication and interpersonal skills • Ability to handle emergencies and high-pressure