Account & Operations Manager 客户与运营经理
Role Overview / 职位概述
Take primary ownership of assigned client operations, including client management, manpower, daily operations, service quality, frontline team management and new project mobilisation. 主要负责指定客户项目的运营管理，包括客户管理、人力安排、日常运营、服务质量、一线团队管理及新项目落地。
Key Responsibilities / 主要职责
- Client & Operations Management / 客户及运营管理
Manage daily client communication, service requests, complaints, corrective actions and overall service delivery. 负责客户日常沟通、服务需求、投诉、整改及整体服务交付。 Take primary responsibility for site operations, including roster, manpower deployment, attendance, leave/MC, shift coverage, replacements and floaters. 主要负责现场运营，包括排班、人力配置、考勤、请假/病假、班次覆盖、替补及机动人员安排。 Demonstrate flexibility in manpower deployment and provide temporary operational or frontline coverage during annexational manpower shortages, where reasonably required 当项目出现临时或特殊人力短缺时，能够灵活调配人员，并在合理需要的情况下提供临时现场或一线替补支持。 Be available, as required, to provide on-site operational supervision and coordination when client service requirements involve evening, weekend or public holiday work. 当客户服务安排需要涉及晚间、周末或公共假期时，能够根据项目需要到现场进行运营管控、协调及人员管理。
- Team & Manpower Management / 团队及人力管理
Manage supervisors, shift leaders and frontline staff, including performance, counselling, discipline and conflict resolution. 管理主管、班组长及一线员工，包括绩效、辅导、纪律及冲突处理。 Responsible for recruitment, interviews, onboarding and operational training of frontline staff, and maintaining adequate manpower levels. 负责运营人员招聘、面试、入职及培训，并确保项目维持足够人力。
- Service Quality / 服务质量
Conduct regular site inspections, monitor service standards and implement corrective/preventive actions where required. 定期进行现场检查、监督服务标准，并在需要时落实整改及预防措施。
- Operational Resources & Suppliers / 运营资源及供应商
Manage site consumables, equipment and operational requirements, and coordinate relevant manpower/material/equipment suppliers. 管理现场耗材、设备及运营需求，并协调相关人力、物料及设备供应商。 Support payment verification while Finance/Admin handles payment processing and records. 配合付款核对，实际付款流程及记录由 Finance/Admin 负责。
- Project Mobilisation & Transition / 新项目落地及过渡
- Lead and coordinate the mobilisation of new client accounts, including manpower planning, recruitment coordination, roster setup, site readiness, training, equipment/material preparation and operational handover.
负责及协调新客户项目的落地和 transition，包括人力规划、招聘协调、排班建立、现场准备、员工培训、设备及物料准备，以及运营交接。
- Work with Management and relevant support functions to ensure new projects achieve a smooth and stable operational start-up.
与 Management 及相关support functions配合，确保新项目顺利落地并尽快进入稳定运营。
- Reporting & Coordination / 汇报及协调
Provide regular operational updates and promptly escalate major client, manpower or service risks to Management. 定期汇报运营情况，并及时向Management升级重大客户、人力、商业或服务风险。 Maintain operational records and coordinate employee/statutory documentation with Admin/HR. 保存运营记录，并与 Admin/HR 配合员工及相关行政文件。
7 . Additional Duties 其他职责
Other reasonable duties related to operations and business needs may be assigned by Management from time to time, provided they are consistent with the nature and level of the role. 管理层可根据运营及业务需要安排其他合理职责，但应与本岗位的性质及职级相符。
Requirements / 任职要求
- Relevant 3 years and above cleaning / facilities / soft-services operations experience.
- Strong client communication and frontline manpower management skills.
- Able to independently manage roster, replacements and daily operational issues.
- Strong problem-solving and conflict-management capability.
- Mature, practical, flexible and able to work under pressure.
- Singapore cleaning / employment / WSH knowledge preferred.
有至少3年的清洁、设施管理或软服务运营经验；具备良好的客户及一线人员管理能力；能独立处理排班、替补及日常运营问题；具备较强的问题解决及冲突管理能力；成熟、务实、灵活，并能承受工作压力；熟悉新加坡清洁行业、雇佣及 WSH 要求者优先