AVP- Soft Services & Front Office (Emiratised Role)

Join the UAE’s largest bank and one of the world’s largest and safest financial institutions. Our focus is to create value for our employees, customers, shareholders and communities to grow through differentiation, agility and innovation. We are looking for top talent and your success is our success. Accelerate your growth as you help us reach our goals and advance your career. Be ready to make your mark a top company, in an exciting & dynamic industry.

JOB PURPOSE:

The role is responsible for leading a diverse workforce of Soft Services manpower, Front desk and a dedicated core team. This role demands exceptional people management skills to ensure seamless coordination, productivity, and alignment with the bank's strategic goals. The role will oversee the identification and implementation of strategic opportunities to enhance and upgrade Soft Services Operations and Supporting functions, ensuring that all bank premises adhere to high standards of quality, aesthetics, and functionality.

The role will oversee the Soft services, Front office and other Facility support operations ensuring the efficient execution of all tasks and initiatives related to Soft Services Unit functions. This includes managing and overseeing Unit’s daily functions, conducting detailed inspections, and maintaining alignment with organizational goals to deliver exceptional operational performance.

The position encompasses the management of essential Soft services & Front office manpower, Plants & Landscaping management, Pest Control & Fumigation management, Meeting & Conference room Management, Pantry Consumables, Coffee & Snacks Vending Machines, Catering and Water logistics management.

Department Leadership: Ensure the alignment of the Soft Services Unit's strategy with organizational objectives through effective vertical and horizontal integration with other departmental strategies.

People Management: Drive the achievement of departmental goals by leading, motivating, and developing high-performing teams. Implement talent development initiatives, collaborate with subject matter experts, and cultivate a values-driven culture that aligns with the bank's ethical and operational standards. By fostering a collaborative and performance-driven culture, addressing workforce challenges, and driving adherence to organizational values, the role ensures the consistent delivery of high-quality services across all FAB locations. This holistic approach to leadership ensures operational excellence, sustainability, and continuous improvement within the Soft Services Unit.

KEY ACCOUNTABILITIES:

Generic Accountability

• Oversee the Soft Services operations & supporting functions over all FAB locations across UAE and internationally, ensuring that service standards are consistently upheld.
• Manage a diverse team, including 17 core team members and 450+ outsourced soft services Manpower, ensuring their engagement, training & development.
• Develop and manage approx. 30M budget allocated for soft services unit, ensuring cost efficiency.
• Recommending to management, appointment of competent contractors to deliver the proposed projects.
• Manage the supply chain and ensure quality standards for all products including Hygiene, Chemicals, Pantry Consumables, Coffee and Snacks Vending Machine and other products.
• Coordinating with the internal business units and internal audit department to ensure that the proposed facilities meet functional requirements.
• Ensuring adherence compliance to all Legal and regulatory requirements
• Regular upkeep of the savings generated through strategic approach and value engineering.
• Ensure timely renewal of all Master Services agreements.
• Lead contract negotiations and RFP tender processes for third-party services.
• Manage internal and outsourced staff, including third-party suppliers, and oversee their performance.
• Maintain risk levels within agreed limits and ensure compliance with relevant policies.
• Identify opportunities to enhance services for internal and external customers.
• Prepare and present reports for management review, focusing on performance and improvement strategies.
• Create and maintain policies and SOPs aligned with the bank’s operational policies.
• Manage relationships with vendors and service providers, ensuring SLA compliance and effective vendor management.
• Guarantee timely payments for suppliers, contractors and ensure quality delivery.
• Drive continuous growth by staying updated with current Soft Services market trends.

Soft Services Management:

• Analyse Soft Services quality audit reports and provide structured recommendations for improvement.
• Establish and nurture relationships with business units, addressing grievances effectively.
• Provide tailored recommendations for enhancing operations and service delivery.
• Address branch/Offices-specific requirements and ensure alignment of Soft Services resources with business goals.
• Facilitate recommendations & guidance to the management for renovations, retrofitting, and minor fit-out works based on business type and needs.
• Analyse soft service audit reports and provide structured recommendations for improvement.
• Plan and control Office support & Cleaning manpower management, General waste & sewage management, Plants & Landscaping management, Pest Control & fumigation management, meeting & conference room management.
• Develop Sustainable Practices, Implement eco-friendly initiatives within soft services, including waste reduction, recycling programs, and sustainable procurement such as biodegradable products etc..
• Promote energy efficiency across facilities by leveraging smart technologies for cleaning, and other operations such as robotic cleaners etc.
• Carbon Footprint Reduction, Identify opportunities to reduce the carbon footprint through responsible vendor selection, local sourcing, and optimizing transportation.
• Ensure adherence of regulatory compliance pertaining to environmental laws, ISO standards, and sustainability frameworks.
• Introduce advanced technologies like Computer Aided Facilities Management (CAFM) for cleaning and outsourced manpower digital attendance for office support operations, Robotic cleaning to enhance cleaning operations, maintenance, and customer experience.
• Implement automated solutions for routine tasks, such as consumable replenishment, Inventory Management etc..

Front Office Management:

• Manage a large team of Front Office Officers across various UAE locations.
• Foster a professional work environment, ensuring adherence to front office processes and maintaining optimum customer service standards.
• Manage the recruitment, training, development, and performance evaluation of Front Office candidates which includes UAE Nationals and Expats.
• Oversee Front Office staff appearance and ensure sufficient front desk coverage at all times.

Coffee Vending Machine management

• Manage relationships with vendors and service providers, overseeing MSA, SLA’s, Budgeting & contract renewals.
• Lead innovation initiatives, incorporating smart vending machines with eco-friendly materials and sourcing sustainable practices & coffee products.
• Oversee compliance with health, safety, and hygiene regulations across all vending locations.
• Managing the inventory of coffee vending machines to ensure optimal stock levels and functionality.
• Control the budget & expense of coffee vending services and identify potential savings.
• Develop and implement long-term strategies for coffee vending services, aligned with corporate objectives and employee satisfaction.

Pantry Consumables management and distribution

• Monitor and control budget allocations for pantry supplies, ensuring cost-effectiveness while meeting the needs of all locations.
• Lead the implementation of automation and technology to streamline the procurement, inventory tracking, and distribution of pantry consumables across all locations.
• Oversee all consumables meet FAB’s quality standards and health regulations, including implementing any required audits or certifications.
• Manage and oversee the inventory levels, ensuring optimal stock is maintained without overstocking, reducing wastage, and ensuring smooth day-to-day operations.
• Ensure efficient collaboration with vendors to maintain timely delivery of high-quality pantry consumables across all FAB locations.

Drinking Water Management and distribution

• Manage contracts with drinking water suppliers, ensuring reliable service, competitive pricing, and adherence to FAB’s standards.
• Ensure the efficient placement and distribution of water dispensers at all FAB branches, coordinating logistics to maintain continuous water availability.
• Manage the budget for water dispenser services, seeking cost-effective solutions without compromising on quality or service delivery.
• Lead efforts to reduce plastic usage and waste by exploring eco-friendly water dispenser options, such as refillable bottle programs or sustainable energy models.

Snacks vending machine Management

• Oversee the selection, negotiation, and performance of vending machine suppliers, ensuring the strategic place to reach customer needs and satisfaction.
• Ensure that vending machines are stocked with a balanced variety of snacks, monitoring inventory levels, and adjusting offerings based on employee preferences and demand trends.
• Lead efforts to gather feedback from staff regarding the performance and placement of snack items, ensuring continuous service improvement and user satisfaction.

Departmental inhouse catering

• Manage the overall catering strategy to meet departmental needs, ensuring alignment with the bank's corporate culture and events schedule.
• Implement policies and guidelines for all internal events.
• Oversee all catering services comply with health and safety regulations, food hygiene standards, as per FAB guidelines.
• Establish and enforce pre & post-catering cleaning protocols to maintain cleanliness and hygiene.

Executive Office special requirements

• Ensure that the executive office receives tailored, high-quality services that align with their specific needs and preferences.
• Oversee the management of executive lounges, rest areas, and other high-priority spaces, ensuring they always remain in pristine condition.
• Liaise with Executive office staffs, to comprehend special and confidential requirement from the office with specification and procuring the items.
• Ensure that executive offices, boardrooms, and meeting spaces are maintained to the highest standards.
  
  

• 7-10 years of relevant experience
• Presentable
• Strong communication (speaking and writing) skills in English, Arabic and French languages
• Excellent organizational and interpersonal skills
• Excellent Leadership
• Adaptability in fast-paced and high-pressure situations
• Experience in known organization (National/International)
• Customer Services oriented.
• VIP interaction experience
• Professional attitude
• Perfection to details
• Interior Design Skills
• Eye for Detailing & Housekeeping, Maintenance
• Good Interpersonal Skills
• Extensive knowledge in development of Reports & Presentation Skills
• Innovation / Continual Growth
• Negotiation Skills
• Able to work independently and efficiently to meet deadlines.
• Effective communication within team and with other teams