Home Services Manager

Key Responsibilities

1. Service Operations Management

• Oversee daily operations for all non-property services (home cleaning, AC cleaning/repair, nail/hair/beauty services, furniture service, etc.).

• Ensure smooth execution of all customer bookings from scheduling to completion.

• Monitor and maintain service quality, punctuality, hygiene standards across all providers.

• Implement safety protocols and ensure compliance with health and safety regulations across all home service staffs and 3’rd party supplier staffs.

• Resolve operational issues quickly and effectively to maintain customer satisfaction.

• Ensure proper use of tools, equipment, and supplies by employees to minimize waste and maximize efficiency.

• Regular visits to meet with service providers, customers, on site staffs to ensure all services are being done smoothly and any issues are resolved immediately on site.

2. Vendor & Partner Management

• Identify, on-board, and manage third-party service providers for different service categories.

• Negotiate commercial terms, ensure proper documentation, and track vendor performance.

• Conduct periodic service quality audits and retraining for partners.

3. Customer Experience

• Coordinate with customer support to handle service-related queries or complaints.

• Analyze feedback and develop initiatives to improve overall service experience.

• Maintain consistent service quality and standard operating procedures (SOPs).

4. Process Improvement & Reporting

• Develop and optimize processes for service delivery, coordination, and follow-up.

• Collaborate with management to develop and implement operational improvements and new service offerings.

• Track and report key metrics such as number of bookings, completion rate, complaints, and satisfaction scores.

• Suggest data-driven improvements to increase efficiency and profitability.

• Continuous training for in-house as well as 3’rd party teams to service quality improvements.

• Be responsible for the KPIs and results of entire Home Services department.

5. Cross Department Collaboration

• Work closely with Sales, Marketing, Customer Care and Finance teams to ensure seamless coordination.

• Support the HR/Recruitment Manager in hiring service coordinators or home service staff when needed and onboard/train them for the job.

Qualifications & Skills

• University Degree in Business Management, Hotel/Hospitality Management, Real Estate, Sales & Marketing, or similar fields.

• Minimum 5+ years of total experience, with minimum 2 years as “Manager” position in service operations, facilities management, Hotel or Hospitality Management, House Keeping services etc.

• Proven experience managing third-party vendors and in-house service staffs.

• Strong organizational, problem-solving and decision-making skills.

• Customer-centric mindset with an ability to multitask under pressure.

• Good Computer skills and working knowledge of Microsoft Office (Word, Excel, PowerPoints) is mandatory. Proficiency in scheduling and operational software will be an added advantage.

• Knowledge of industry regulations, safety protocols, and best practices.

• Intermediate English skills (listening, writing and reading) is mandatory.

• Strong interpersonal and communication skills, ability to handle both foreigner and local customers with ease.

• Totally customer focused, putting customer’s interest first in any situation, understanding customer needs and trying best to achieve customer’s expectations.