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