Services Manager
Farnek Facilities Management
Total years of experience :22 years, 2 Months
Created valuable data from scratch for: 1) solving major issue of rodents’ attack, 2) daily CAFM report analysis to expedite customers’ pending requests, achieved target of below 10 daily reactive complaints, 3) plants health status, 4) inventory of 250+ furnished apartments and office equipment, 5) Thawtheeq and ADDC (one of the toughest challenge saved thousands of AED), 6) security reports to overcome FM reactive and preventive issues, 7) quality audit analysis reports
Prepared market surveys, trends, benchmarks and analytical comparisons for board of directors
Introduced soft & hard landscaping designs, vertical plantation, and optimal cleaning concepts.
Handed over apartments and villas. Applied excellent soft service and customer service techniques in mall, towers, villas and apartments that resulted happy customers and enlivened community.
Defined the strategy to achieve operational excellence and optimization for current and future targets and ensured its uniform adaptation across the teams.
Developed and reviewed business, marketing and quality strategies, and established key strategic priorities with respect to analytical reports and market intelligence to enhance customer satisfaction, retention and increase
Proved the strength to improve quality and customer satisfaction that win new work from existing customers as well as new customers through excellent people’s marketing
Identification of strength, weakness, opportunities and probable risks and mitigation of risks by re-engineering of policies and procedures
Preparation, monitoring and control of annual budget plan by using resources optimization, cost efficiency and profit maximization techniques to achieve the targeted margins
Extending expert advice and direction to teams for continuous improvement, smart results and operational excellence for customers, teams and stakeholders
Lean six sigma standards based analysis reports, process re-engineering, designing work flow, profit increase and losses (failure) prevention, quality improvement, time efficiency, etc.
Reducing wastes by Lean methodologies, i.e., services defects, time delays, non-utilized talent, resources waste, extra processes.
Organized optimal use of resources (men, machine, materials, money and methods). Generating revenues through innovation, optimization and excellence.
Reporting analysis on budget, cost vs margin, past spends vs future trends
Worked in service provider company as well as for client, managing soft services (non-engineering services), i.e, FM data analysis, customer service (helpdesk), cleaning, pest control, landscape, QHSE, security, inventory, lobby & space management, sales, ERP, SOPs, soft services trouble shooting and innovation, etc.
Generated innovative ideas and business practices in all areas of FM soft services.
Devised site plans and standard operating procedures (SOP) for cleaning, security, key management, HSE, etc. Carried out risk assessment and accident investigation.
Planned budgets, profit increase and losses prevention, quality & time management.
Created control forms & data analysis reports to enhance, monitor and control cost as well as quality based on Lean Six Sigma, resulted impressive achievements detailed below.
Managed 3rd party service providers. Meetings with tenants, teams, vendors & contractors.
Reviews on KPI achievement and performance analysis with client and contractors.
Changed negative experience of customers into positive, resulting “Happy Customers”. Making the environment social, enlivened and pleasant.
Trained soft services department on customer attraction and retention, negotiation, innovative marketing, the effects of customer servicing on sales & growth, etc.
Hired, trained & developed teams to enhance productivity and performance.
Samad pharmaceutical: Improved U-even-odd inventory storage resulted PKR 240, 000 annually, Coded inventories and fixed assets.
CGL: Initiated “In-House Learning Modules - ILM” trainings to impart knowledge and enhance individual’s skills on-job. The word “ILM” refers to Arabic word for “education”
Fazlia School: Estimated 50% increase in new admissions by launching new ideas of sales and marketing through students, “presentation matters”, “v-differ” public messaging, giving back to community. Enhanced employees’ motivation and participation, organizational commitment, etc. to achieve “E2-win”. Improved results by introducing “one day parent at school”, teaching standards, students’ motivation, smart study and learning materials, intellect building through case studies, etc. Proposed new cleaning methods in school appealing to school kids, “blend-ovation”
Extending expert advice and direction to teams for continuous improvement, smart results and operational excellence for customers, teams and stakeholders
Lean six sigma standards based analysis reports, process re-engineering, designing work flow, profit increase and losses (failure) prevention, quality improvement, time efficiency, etc.
Reducing wastes by Lean methodologies, i.e., services defects, time delays, non-utilized talent, resources waste, extra processes.
Organized optimal use of resources (men, machine, materials, money and methods). Generating revenues through innovation, optimization and excellence.
Managed soft services for 28 sites of Cisco Systems in the Middle East, Pakistan and Africa.
Improved processes & deliverables, i.e, achieved 96.5% KPI score, highest record in Cisco workplace teams all over the world. Best performance resulted into Dubai as regional head for MEA region, Received award of “Gold Star” medal from Johnson Controls on outclass performance
For continuous 2 years, best history for receivables from client. Highest budgetary responsibility included worth of $30 million for Middle East and Africa
Nominated “Communication Champion” for MEA to generate best business practices and innovative solutions, i.e., Ad-Wantage, ABC Savings, etc
Saved AED 90, 000 at Johnson Controls Cisco Dubai, 5% management fee at Johnson Controls Cisco Pakistan. Saved $ 24, 000 on double taxation at Johnson Controls Cisco Egypt, 8% savings on overall Qatar budget, $2, 000 at Johnson Controls Bahrain, 10% savings on South Africa budgets.
Assigned as performance analyst for Johnson Control Shell Petroleum account in Pakistan to review operations. It involved meetings with Shell Area Director, site visits, performance reviews, HSE conformance, emergency and maintenance response reviews, analysis of KPI gaps, finding reasons for failures w.r.t scope of work and deliverables, analysis of savings and cost efficiency, etc.
Changing negative experiences of the customers into positive, resulting “Happy Customers”. (Pest control, Car Wash services, etc.)
Trained staff on MS office and MS Excel, ERP systems (Sequentra, VAP, iproc, maximo) and various skills, i.e, presentations, negotiation, leadership and management, time and tasks management, work breakdown structures, working on emails, branded services, database analysis, etc.
Re-engineered cleaning teams, trained staff, and introduced Innovative solutions according to situations which resulted better quality as well as cost & time efficiency.
Generated surplus revenue of AED100, 000 in à la carte & AED150, 000 in housekeeping services.
Changing negative experiences of the customers into positive. (Pest control, Plants, etc.)
Defined the strategy to achieve operational excellence and optimization for current and future targets and ensured its uniform adaptation across the teams.
Developed and reviewed business, marketing and quality strategies, and established key strategic priorities with respect to analytical reports and market intelligence to enhance customer satisfaction, retention and increase
Proved the strength to improve quality and customer satisfaction that win new work from existing customers as well as new customers through excellent people’s marketing
Identification of strength, weakness, opportunities and probable risks and mitigation of risks by re-engineering of policies and procedures
Preparation, monitoring and control of annual budget plan by using resources optimization, cost efficiency and profit maximization techniques to achieve the targeted margins
Extending expert advice and direction to teams for continuous improvement, smart results and operational excellence for customers, teams and stakeholders
Lean six sigma standards based analysis reports, process re-engineering, designing work flow, profit increase and losses (failure) prevention, quality improvement, time efficiency, etc.
Reducing wastes by Lean methodologies, i.e., services defects, time delays, non-utilized talent, resources waste, extra processes.
Organized optimal use of resources (men, machine, materials, money and methods). Generating revenues through innovation, optimization and excellence.
Reporting analysis on budget, cost vs margin, past spends vs future trends
Worked in service provider company as well as for client, managing soft services (non-engineering services), i.e, FM data analysis, customer service (helpdesk), cleaning, pest control, landscape, QHSE, security, inventory, lobby & space management, sales, ERP, SOPs, soft services trouble shooting and innovation, etc.
Generated innovative ideas and business practices in all areas of FM soft services.
Devised site plans and standard operating procedures (SOP) for cleaning, security, key management, HSE, etc. Carried out risk assessment and accident investigation.
Planned budgets, profit increase and losses prevention, quality & time management.
Created control forms & data analysis reports to enhance, monitor and control cost as well as quality based on Lean Six Sigma, resulted impressive achievements detailed below.
Managed 3rd party service providers. Meetings with tenants, teams, vendors & contractors.
Reviews on KPI achievement and performance analysis with client and contractors.
Changed negative experience of customers into positive, resulting “Happy Customers”. Making the environment social, enlivened and pleasant.
Trained soft services department on customer attraction and retention, negotiation, innovative marketing, the effects of customer servicing on sales & growth, etc.
Hired, trained & developed teams to enhance productivity and performance.
Customer Service
Health and Safety
Security
Practically experienced and understood how to read and make “impossible” as “I-M-Possible”. Worked in tragic situation, wherein infrastructure & roads were completely collapsed, weather was severe (below Zero Celsius with rain and strong wind), earthquake after-shocks continued.
Project management team member for construction of 100 prefab structure hospitals (BHUs) and 20 prefab structure hospitals (RHCs) in earthquake hit areas, worth thousands of million dollars.
Worked in Donors meetings defining project scope, project timeline, cost and deliverables, procurement and inventory management of drugs, medical and emergency equipment.
Managed workshop conduction attended by prestigious delegation from United Nations Geneva head office, regional headquarters, high delegates from embassies, government officials and international organization, i.e., Red Crescent, Save the children, UNICEF, UNOPS, UNDP, WFP, etc.
Administered employees’ field security, hotel reservations and controlling fleet of 30 vehicles at WHO. Managed World Health Organization, United Nations emergency office at PIMS Hospital, responsible for housekeeping, space management, inventory management, etc.
Worked on several clients’ assignments and achieved multi-dimensional business acumen.
Learnt & applied essential business models, processes and terminologies, i.e., Engineering, sales & marketing, accounting & finance, project & operations, procurement & stores, HR & ERP.
Studied and presented analysis reports for eliminating factors causing waste (losses), increasing profitability and revenues for client’s business.
Worked on strategic planning, target setting, business proposals, feasibility reports, etc.
Worked on several clients’ assignments and achieved multi-dimensional business acumen.
Learnt & applied essential business models, processes and terminologies, i.e., Engineering, sales & marketing, accounting & finance, project & operations, procurement & stores, HR & ERP.
Studied and presented analysis reports for eliminating factors causing waste (losses), increasing profitability and revenues for client’s business.
Worked on strategic planning, target setting, business proposals, feasibility reports, etc.
IGC Nebosh Health and Safety
Black Belt Lean Six Sigma
Housekeeping Operations Diploma
MBA
