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 situations
· Team coordination and supervision
· Customer-centric approach
Tools & Systems
· CAFM / CMMS systems
· BMS monitoring systems
· Helpdesk tools
· MS Excel / reporting tools
Working in an evolving healthcare setting, we use our shared expertise to deliver innovative solutions. Our fast-growing team has opportunities to learn and grow through rewarding interactions, collaboration and the freedom to explore professional interests.
Our associates are given valuable opportunities to contribute, to innovate and create meaningful work that makes an impact in the communities we serve around the world. We also offer a culture of excellence that drives customer success and improves patient care. We believe in giving back to the community and offer a competitive benefits package. To learn more, visit: r1rcm.com
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