Job Purpose
To supervise, coordinate, and monitor the daily operations of general services (e.g., transportation, catering, janitorial, pest control, security), manage vendor performance, initiate and follow up on procurement requests, and contribute to the development of operational SOPs and policies. This role ensures smooth service delivery, process compliance, and continuous performance improvement.
Key Responsibilities
1. Daily Operations Control
- Monitor and track all daily activities within general services departments across multiple facilities.
- Follow up on scheduled tasks, emergencies, and response time to ensure quality service.
- Maintain daily operation logs and escalate deviations to the General Service Manager.
2. KPI Monitoring & Reporting
- Establish and monitor KPIs for service performance (e.g., punctuality, hygiene standards, equipment uptime).
- Collect, analyze, and report KPI data regularly.
- Identify trends, issue, and recommend corrective actions for underperformance.
3. Vendor Assessment & Management
- Conduct monthly performance assessments of vendors in accordance with service-level agreements (SLAs).
- Evaluate service quality, timeliness, compliance, and staff conduct.
- Support in issuing warning letters, improvement notices, or vendor termination proposals when necessary.
4. Procurement Coordination
- Ensure all documentation (scope of work, quotations, service contracts) is complete and aligned with SOPs.
- Verify service delivery and prepare required documents for invoice release and bill approval.
5. SOP & Policy Support
- Assist in drafting, reviewing, and implementing SOPs and internal policies related to general services.
- Ensure that operations comply with internal standards and external regulatory requirements.
- Propose process improvements and support training for new policies/SOPs.
6. Communication & Coordination
- Serve as the coordination point between general services teams, vendors, procurement, and finance.
- Ensure timely communication of issues, approvals, and updates to relevant stakeholders.
- Maintain proper documentation and audit-ready records of operations and assessments.
Qualifications
- Education: Bachelors degree in Business Administration, Operations Management, or a related field.
- Experience: 3 to 5 years in facility operations or general services coordination, preferably in a pharmaceutical or manufacturing environment.
- Technical Knowledge: Familiarity with ERP systems (e.g., SAP) and service/vendor evaluation tools.
Skills & Competencies
- Strong operational follow-up and multitasking skills
- Knowledge of facility service standards and contract management
- Data-driven with strong analytical skills for KPI tracking
- Excellent communication and coordination skills
- Proficiency in Microsoft Office, especially Excel and Word
- Process-oriented with documentation and SOP development experience
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