Operations Manager- Soft services

Last Updated: 1st August 2020 (over 2 years ago)

United Kingdom


Phone Number


Age Range
35 to 44

Qualification Level

Arabic, English, Hindi, Urdu


My daily responsibilities comprise of aspects related to the management and maintenance of the Soft services within the contract specification to the agreed performance, qualitative and financial targets. Budget planning preparation and handling, preparing the payment certificate and budget monitoring. Deliver a consistent level of service within ADNOC (client standards), to the contract specification and agreed performance under qualitative and financial targets. Comply with company and statutory regulations relating to safe systems of work, health &safety, hygiene, cleanliness. Monitor the management of sub contracted services and ensuring performance is monitored against contracted SLAs & KPIs. Participating on ADNOC Contract & Service provider tender evaluation process such as Preparing Scope of Work (SoW), Bidders expression of interest (EOI) review and evaluation, Bidders technical submission review, clarification, site visit & evaluation, BOQ structure development, Budget preparation & evaluation, Preparing performance management system (PMS) & KPI "According the ADNOC CSF". In Soft services I have experience in indoor cleaning & housekeeping service, outdoor & carpark service, façade & high level service, pest control service, waste management service, catering service, Landscape service,housing & accommodationservice, office & mail room, porters service, reception service, security & protocol service. Holder of Master in Business Administration and specialization in Project and Operation Management, and Certified ISO - EMS-14001:2015, QMS-9001:2015, OHSAS-18001:2007, FSMS-22000:2018 (Lead Auditor), DHM, DRM, CFM, PMP, IOSH, MBICS Ext..., and familiar with Computer Aided Facility Management (CAFM), FSI, Urbanize, Maximo, SAP.


ALBEDO School of Business Management
Master in Business Administration

   Apr 2013
— May 2015

Projects & Operations Management

ALBEDO School of Business Management
Bachelors Degree Human Resource Management

   Apr 2010
— Mar 2015

Human Resource Management


Soft services Manager

   Apr 2017
— Current

Managing direct and 3rd party soft service providers such as Indoor &Outdoor, pest control, waste management, Landscape, Window/Façade Cleaning, Office boys/girls, Messenger, porter, Mail room, Business Centers & Meeting room, Security, Reception & Protocol services team and others to obtain output results expected by ADNOC Management.
 Managing Catering & Banquet service according the end user request and regular operations requirements. 
 Arrange the Banquet/on-call service for ADNOC VVIP/VIP/CEO and other Officials according the Protocol or End user request. 
 Review service providers work upon completion and approve payments/Financials certificate. 
 To participate in and contribute to the annual Strategic Budget Planning process, and contractual review/implication of changes.
 Conducting the Weekly and Monthly meetings with contractors.
 Monitor the management of sub contracted services and ensuring performance is monitored against contracted SLA’s (Service Level Agreement)& KPI’s(Key Performance Indicator)
 Planning, direction and control all cleaning activities and ensuring compliance with the Hygiene, Cleaning & Catering standards as per ADNOC Policy.
 Act as a custodian of the properties of the ADNOC and ensures they are properly maintained and well taken care.
 Monitoring, verifying & Comply the requirement of ADNOC HQ Building LEED- EBOW policy, procedures and monthly report.
 Interview all new custodial staff and prepared evaluation report.
 Ensure ADNOC Management satisfaction through exceptional levels of service delivery and Check that the company assets are preserved and not misused.
 Accountable to control the custodial budget, ordering and inventory of supplies.
 Monitoring, verifying & Comply the requirement of HSE, Hygiene, SWMS, cleanliness, Infection control, fire and COSHH requirements as per the ADNOC HSE policy on operationally and monthly basic and conducting Operations audit/site visits
Monitoring & verifying weekly, monthly cleaning reports, and planning cleaning check list as per the project requirement.
 Tending new project and create budget forecasts. Organizing manpower fitting for the new projects. Preparing consumable, equipment and machineries expenditures for the new projects.
 Framework Agreement & Scope of work preparation for upcoming/ADNOC Group of companies projects.
 Establish and maintain high quality health & safety, environment Management and Quality standard & Policy, in accordance with ISO standard. (ISO:14001,9001,18001)
 Preparing Section & department Quality, Health &safety, Environmental and Hygiene goals, and monitoring.
 Determine performance standards, undertake audits, and identify trends, gaps, deficits. Monitor compliance with SLAs and KPIs.
 Participating on Contract & Service Provider Management and preparing Scope of Service Specification & Tender Evaluation.
 Report any accidents, incidents, identify the breaches or potential breaches to appropriate management with Non-conformity.
 Monitoring & verifying the contractor staff accommodation & welfare facility as per ADNOC COP- V1-04

MAB Facilities Management LLC
Soft Service Coordinator

   Sep 2015
— Feb 2017

Manage day-to-day service delivery and performance of the Soft Services Department including, Cleaning & Window Cleaning, Pest Control, Waste Management, Service Desk, Store & Procurement, Security, Office assistance, Administration and sub- contract management.
 To ensure that adequate manpower is available at all times and, to ensure that that all Human Resource elements of people management such as Discipline, Training, Performance Review, Objectives Setting, Personal Development and Mentoring, Support, Guidance and Counseling, as required, is provided.
 Ensure proper interdisciplinary coordination and effective communication among the staff and with other service providers.
 Manage, support and trained internal team members to deliver service against company and client objectives.
 CAFM & PMS - familiar with FSI (Concept Evolution), Urbanize and EAM software’s and monitoring, reporting, Training.
 Leading key role in Project Pre-mobilizing, Demobilizing and Zoning.
 Manage the Projects budget and monitor the Profit & Loss and report to the Company Higher Management and take approval. 
 Plans execute site visit schedules on a regular basic and mystery shopper and other report are completed on time.
 Preparing PPM Daily, Weekly, Monthly and Quarterly basic and training all staff on site custodial procedures and BICS.
 Assist for the selection, orientation, appraisal, promotion, demotion, and discharge of designated custodial staff according to department and company policies.
 Preparing and Monitoring consumables and materials requisition for the site through (EAM) Enterprise asset management System.
 Report near misses, incident and initiate/participate in incident investigation. Participate in HSE and cross functional meeting as required. Participate in fire evacuation training and drills.
 Organizing staff replacement and swapping for operational requirement for different sites.
 Comply with all processes and procedures (Human Resources, Information Technology, QHSE, Finance & Budget, Procurement and Operations) which include compliance with all applicable rules and regulations of the local labor law.
 Undertake troubleshooting, customer surveys, quality assessments and service audits as appropriate to ensure standards of service are met.
 Develop monthly activity reports as required by senior management and other service users to ensure optimum delivery across all the identified areas of service.
 Liaise with all internal stakeholders/customers on a regular basis to identify their future needs and expectations in regard to the services provided.
 Undertake Key Performance Indicator (KPI) or Service Level Agreement (SLA) inspections and provide service delivery reports.
 Coordinate and attend client and supplier meetings and follow up on actions with clear visual aids to track and monitor progress.
 To create and maintain a stakeholder management plan relevant to the Soft Services Department ensuring that key stakeholders engagement levels are monitored, and any negative feedback is escalated to the General Manager.
 Continue to improve systems of communication, maintain business integrity and improve knowledge of customer expectations, identify and address concerns of stakeholders
 To maintain a register of all statutory and legal compliance regulations, relevant to the Soft Services Operations, and to ensure that compliance with the regulations is maintained at all times
 Update and maintain the Departmental Risk Register as per the Company policies and review at least quarterly.
 To carry out regular Risk Assessment of the high risk activities (Façade/Window Cleaning, Pest control ext.…) Contractors outputs ensuring compliance with relevant Policies and Procedures as required.
 To assist in the procurement of supplies and services relating to the full scope of services through either Purchase Order system or the long term tender process.
 To control the Soft Services Department asset register ensuring that all assets are maintained in good working order and that a replacement program is in place, and managed and monitored in accordance with the Commercial Manual and the OPEX & CAPEX principles.
 Review service provider’s quality of work and identify areas for potential improvement, increase in quality and / or efficiency in service in order to improve service delivery and meet customer needs.
 To proactively promote innovation and to proliferate best practice and review the service strategy on an ongoing basis.
 Produce annual business plans for the soft service operations, identifying new business opportunities where possible.
 Carry out other duties as directed by the line manager or member of the senior management team
 Driving implementation of periodic reviews and participating in material sub-contract reviews.
 Reporting and monitoring to senior management about the stakeholder/Client requirements, Operational risk/Opportunity and soft service requirements.

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