Home Service 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.