Duty Manager

Duty Manager, Soft Services – Mumbai

Location: Mumbai, India Business Line: Work Dynamics / Integrated Facilities Management Employment Type: Full-Time

What this job involves:

As Duty Manager, Soft Services based in Mumbai, you will be responsible for the seamless delivery of soft services across a client site, overseeing functions such as housekeeping, reception, pantry services, mailroom operations, and vendor coordination during your shift. You will act as the senior on-site representative for soft services, ensuring that standards remain consistently high and that any operational challenges are addressed swiftly and effectively. What sets JLL apart is our culture of collaboration, locally and across the globe, and in this role you will work closely with site teams, vendors, and client stakeholders to uphold that standard every day. You will lead and support a team of soft services staff, ensuring they are equipped, motivated, and aligned with JLL's service expectations. This is a hands-on leadership role suited to someone who understands the operational rhythms of a busy Mumbai workplace and can balance attention to detail with quick, practical decision-making.

What your day-to-day will look like:

• Oversee shift-based soft services operations, including housekeeping, reception, pantry, and mailroom functions
• Supervise on-site soft services staff and third-party vendors, ensuring service levels are met consistently
• Conduct routine site walks and inspections to assess cleanliness, safety, and service quality
• Serve as the first point of escalation for occupant requests, complaints, or urgent service issues during your shift
• Coordinate with security, facilities, and vendor partners to manage incidents or disruptions as they occur
• Maintain shift handover documentation, incident logs, and service records for continuity
• Ensure compliance with local health, safety, and statutory requirements across all soft services activities
• Support onboarding and on-the-job training for soft services team members
• Flag opportunities for service improvement and contribute to a more efficient, responsive site operation
  
  

• Previous experience in a supervisory or duty management role within soft services, facilities, or hospitality
• Strong leadership skills with proven ability to manage on-site teams
• Good problem-solving ability and composure in fast-paced or high-pressure situations
• Clear verbal and written communication skills in English and Hindi (additional regional languages are a plus)
• Working knowledge of Microsoft Office (Word, Excel, Outlook)
• Flexibility to work rotational shifts, including weekends and holidays, as required by site operations
• Familiarity with local health, safety, and labor compliance requirements applicable to facilities operations
  
  

• Diploma or certification in facilities management, hospitality, or hotel management
• Prior experience managing soft services teams within a corporate or commercial real estate environment in Mumbai or similar metro markets
• Familiarity with computer-aided facilities management (CAFM) systems
• Experience coordinating with local vendors and municipal service providers
• Exposure to incident management or emergency response procedures relevant to the Mumbai operating environment