RACHEL UMALI
Operations Manager
Lower Hutt,New Zealand
Summary
Seasoned Operations Manager and talented leader with 10+ years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
12
12
years of professional experience
Work History
Operations Manager
ISS Facility Services NZ
02.2023 - Current
- Ensure effective communication among staff members by providing training when necessary
- Created and enforced policies and procedures to support compliance
- Performed routine walk-throughs and inspections of site facilities to ensure compliance with safety standards
- Developed and maintained relationships with customers and vendors
- Resolved conflicts between employees and departments
- Monitored customer feedback and implemented changes as needed to enhance service quality
- Conducted regular audits of processes to ensure compliance with regulations and industry standards
- Evaluated operational costs and identified areas of improvement
- Provided dynamic leadership to develop and implement innovative methods for streamlining business processes, resulting in increased efficiency and cost savings
- Identified opportunities for increasing productivity through increased automation or other strategies
- Reviewed customer and staff feedback to improve operational strategies and eliminate obstacles
- Maintained professional working relationships and promoted open lines of communication with staff.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and maintained relationships with external vendors and suppliers.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Facilitated smooth collaboration between departments through clear communication channels.
- Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
- Achieved higher employee retention rates by fostering positive work environment and providing opportunities for professional growth.
- Developed and implemented strategies to maximize customer satisfaction.
Contract Manager
ISS Facility Services NZ
03.2020 - 02.2023
- Responsible for day-to-day management of assigned areas in most cost-effective manner to ensure Company's contractual obligations to its clients are met and account margins are achieved
- Developing, deploying & maintaining/creating contract roster & works programs to deliver the required quality standards within the allocated time & budget
- Taking full leadership of all accountabilities towards customer including leadership of people and financial resources to maintain budgetary control and profitability (P/L)
- Assisted in review of invoices and resolution of discrepancies, investigating issues early on and taking appropriate action
- Monitored contract compliance through regular reviews of financial reports
- Provides training, timely guidance and feedback to help subordinates strengthen specific knowledge or skills needed to accomplish tasks or solve problem
- Developed and maintained positive relationships with vendors to ensure timely completion of projects
- Ensures compliance to all applicable regulations as well as specific safety requirements of client
- Conducts quality of service inspection and audits to ensure all contractual agreements are followed and delivered in timely manner.
- Arranged service delivery to 12 active contracts by overseeing workers, coordinating resources and setting schedules.
- Completed bi-weekly payroll for 75 employees.
- Coordinated regular contract reviews to identify areas for improvement or renegotiation opportunities.
- Supported timely and complete billing by documenting milestones and submitting accurate invoicing paperwork.
- Implemented best practices in contract management processes to ensure consistency across all departments.
- Tracked contracts for management and issued regular tracking reports covering current status and upcoming milestones.
- Ensured compliance with all legal requirements by diligently monitoring contracts and maintaining up-to-date knowledge on regulations.
- Resolved contractual disputes in a timely manner, minimizing potential risks and financial losses for the company.
- Supported business development efforts by preparing proposal materials and providing input on pricing strategies.
- Facilitated communication between internal teams and external partners, ensuring seamless collaboration throughout the contracting process.
- Organized and updated databases, records and other information resources.
Operations Manager
ISS Facility Services Philippines
Regional Commercial Accounts
03.2018 - 02.2020
- Responsible for overall management of multiple accounts under area of responsibility
- Responsible for upkeep and growth of existing accounts, making customers and their needs primary focus of one's actions, developing and sustaining productive customer relationships
- Ensures timely payments of services rendered based on agreed upon payment terms in collaboration with credit and collection team
- Assists in marketing and acquisition of new accounts which involves: Identification of potential clients, attending to RFP's and/or pre-bid meetings, conducting ocular inspection and assessment of customer facilities
- Successfully managed transition of new account (Aboitiz Coal Power Plant) from recruitment, deployment planning towards go live of the account
- Standardization of chemicals and consumables across managed portfolio.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and maintained relationships with external vendors and suppliers.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Analyzed and reported on key performance metrics to senior management.
Sr. Facilities Manager
ISS Facility Services Philippines
Citibank
09.2015 - 02.2018
- Responsible for the delivery of Facility Management Services to the client for Country and an active support function to the Regional Account Manager, and Global Management
- Responsible in ensuring that the facilities team successfully completes scheduled activities and provide prompt and robust response to non-planned activities in line with agreed SLAs within their portfolio
- Accountable in implementing and delivering strategic improvement plans across the portfolio (assess facility's needs, recommends, plans and monitors annual budget for facilities capital and maintenance projects)
- Provide proactive feedback to client in areas of cost control, work scope, innovative improvements and additional services
- Communicate effectively with colleagues within the Account and across GCC so that information is disseminated effectively and participate in project groups and meetings as required
- Manage the Account adherence to the ISS HSE as required, including maintaining safe systems of work, maintain a reporting procedure for accidents and near misses, maintain a communication network to raise Health & Safety issues
- Effective supplier relationships to ensure they operate as part of the FM team and delivery high quality services
- Successfully transitioned approximately 6,000 employees of Citibank to its newly built building along with the coordination of change management team and stakeholders of each department.
- Negotiated contracts with suppliers to secure favorable pricing on materials and services related to facility management.
- Implemented space optimization strategies, maximizing the use of available square footage for operational efficiency.
- Reduced energy consumption for cost savings by installing energy-efficient lighting and HVAC systems.
- Maintained and kept meticulous records on facility expenditures, gains and projections.
- Coordinated employee onboarding for operational and support staff.
- Coordinated leasing, contracts with other companies and facility maintenance budgets to provide for seamless building operations.
- Enhanced safety protocols, leading to a decrease in workplace accidents and injuries.
- Coordinated with external vendors for specialized maintenance tasks, ensuring top-quality workmanship at competitive prices.
- Managed capital projects, ensuring timely completion within allocated budgets.
- Optimized asset life cycle management by maintaining detailed inventory records and scheduling regular equipment inspections.
- Conducted regular facility audits to identify areas for improvement and develop action plans accordingly.
- Managed multi-site facilities operations while coordinating activities across locations for consistency in service delivery.
- Coordinated with vendors and contractors to arrange services and repairs to be completed on time and to desired quality levels.
- Tracked and documented operational and financial records to perform analysis of performance and costs.
- Maintained facility grounds, equipment, and safety compliance.
- Prepared reports and schedules with accuracy.
- Created and implemented operational policies, processes and procedures to keep facilities running smoothly.
Asst. Facilities Manager
ISS Facility Services Philippines
Hewlett Packard
05.2014 - 08.2015
- Managed Hewlett Packard Philippines account operations which include service quality, customer service, project management, soft services, and facilities management functions
- Act as second point person of the client and ensure the delivery of service according to the agreed scope of works and service levels
- Oversees the consistent implementation of policies and procedures and ensures that the standards set are complied with
- Supervised multi-disciplinary teams - site admin, office support and custodial workers, essentially handles all soft services of the account
- Experienced the clients' first global facility audit focused on safety – conducted by Senior safety team from Hewlett Packard headquarters.
Operations Officer
ISS Facility Services Philppines
Commercial Accounts
09.2013 - 04.2014
- Provide primary customer service and support to regional contracts related to all facilities employees regarding day-to-day operations and special projects
- This includes resolving client queries/issues within the accounts
- Assists in resolving customer problems beyond the supervisory level in all operational areas
- Coordinates with the HSSE Manager in the implementation of risk, safety, and environmental issues for contract
- As well as conducting periodical worksite HSE assessments to ensure all hazards and risks are effectively mitigated.
Facilities Coordinator
ISS Facility Services Philippines
Shell Philippines
02.2012 - 08.2013
- Supervises day to day facility operation Pilipinas Shell Regional Office, ensures that facility related services are upkeep and maintain to agreed service level and HSSE compliant
- Prepare reports related to site operations, staffing and technical operation
- Prepares and supervises scheduled maintenance of Cebu facilities equipment, i.e HVAC units, genset, server room, carpet cleaning, minor repainting, repairs, and refurbishments
- Maintains reservation records and calendar of events.
- Communicated with general managers and facility teams regarding upcoming repairs and projects.
- Coordinated smooth transitions during office relocations by planning logistics and overseeing the move process from start to finish.
- Served as point of contact for internal and external customers seeking support and information.
- Maintained physical condition of facilities, applying available resources and personnel to achieve safe, clean, and functional environment.
- Directed vendors, facilities staff, and service providers as required to create efficient and non-disruptive work environment.
- Conducted periodic assessments of existing facility conditions, identifying opportunities for improvement and initiating appropriate actions.
- Enforced compliance with applicable health, safety and environmental regulations to reduce risks.
- Built relationships with vendors and contractors to support timely and cost-effective services.
- Scheduled, coordinated and supervised all facility-related tasks and activities to monitor performance.
- Managed subcontractors effectively while following up on their work ensuring successful completion according to project timelines.
- Conducted regular facility inspections to identify repair needs or improvements.
- Ensured safety compliance by conducting regular inspections, identifying potential hazards, and implementing corrective actions.
Education
Bachelor of Science in Business Administration, Operations Management -
University Of San Carlos
Philippines10.2010
Skills
- Problem-Solving
- Team Leadership
- Operations Management
- Operations Monitoring
- Operational Efficiency
- Decision-Making
- Employee relations and conflict resolution
- Planning and Implementation
- Staff Training
- Operations Oversight
- Performance monitoring
- Policies and procedures implementation
Accomplishments
- Received an apple award 2020 and COO recognition award
- Earned the 2023 Financial Performance award
Training
- Key Account Management Certification: ISS Facility Services
- Mental health first aid: Hato Hone St. John Wellington
- Domestic violence first responder: Shine New Zealand
- Height Safety Introduction: Safety n’ Action Ltd.
- Mobile Elevated work platform: Vertical Horizon Wellington
Quote
work hard in silence and let your success be your noise
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Timeline
Operations Manager
ISS Facility Services NZ
02.2023 - Current
Contract Manager
ISS Facility Services NZ
03.2020 - 02.2023
Operations Manager
ISS Facility Services Philippines
03.2018 - 02.2020
Sr. Facilities Manager
ISS Facility Services Philippines
09.2015 - 02.2018
Asst. Facilities Manager
ISS Facility Services Philippines
05.2014 - 08.2015
Operations Officer
ISS Facility Services Philppines
09.2013 - 04.2014
Facilities Coordinator
ISS Facility Services Philippines
02.2012 - 08.2013
Bachelor of Science in Business Administration, Operations Management -
University Of San Carlos
Similar Profiles
ANTONIO CALVERO TOMASANTONIO CALVERO TOMAS
Housekeeping/Cleaning at ISS IRELAND LTD. ISS FACILITY SERVICESHousekeeping/Cleaning at ISS IRELAND LTD. ISS FACILITY SERVICES
Krupali JoshiKrupali Joshi
Service Coordinator (Metro Trains) at ISS Facility Services and Spotless ServicesService Coordinator (Metro Trains) at ISS Facility Services and Spotless Services
Abigail EscoraAbigail Escora
Cleaner at ISS Facility ServicesCleaner at ISS Facility Services