ABDUR RAZZAK

• Lead business excellence and Soft & Hard Services improvement initiatives focused on productivity, service quality, compliance and customer satisfaction.
• Scoped soft & Hard services improvement, business excellence & innovation, learning & development, BICSc, IMS, QHSE, digital transformation and operational governance across UAE projects.
• Led EnFM-wide IMS implementation across project sites, standardizing ISO requirements, policies, SOPs, audits, risk controls and corrective actions.
• Developed operational policies, manuals, governance frameworks, KPIs and improvement plans enhancing FM and support-service operations.
• Direct corporate L&D strategy, TNA, competency frameworks, induction, refresher training, OJT and training-effectiveness evaluation.
• Lead BICSc implementation, including LTP training, practical assessments, site-based competency programmes and accreditation compliance.
• Assisted in the recruitment process for hiring quality staff members
• Championed innovative technologies for training, digital inspections, QR documentation, dashboards, corrective-action tracking and operational reporting, improving operational effectiveness.

• Managed corporate training and competency development for UAE projects, collaborating with Operations, HR, QHSE, and clients to align training with business needs.
• Monitored training KPIs, attendance, certification validity, and post-training effectiveness, ensuring compliance with operational standards and enhancing training outcomes.
• Delivered BICSc LTP programmes, technical Soft and Hard Services training, competency assessments and certification activities.
• Developed TNA, annual and monthly training plans, SOPs, manuals, presentations, videos, assessment tools and competency matrices.
• Conducted site inspections and gap assessments, coordinating corrective actions that elevated compliance standards and enhanced customer experience.

• Trained employees in cleaning science, chemical handling, COSHH, PPE, machinery, infection-control practices, colour coding, ergonomics and safe working methods, ensuring compliance with health and safety standards.
• Delivered induction, technical, and customer-service training for housekeeping teams, office boys, messengers, supervisors and project staff, enhancing service quality and team readiness.
• Conducted OJT, competency assessments, quality inspections and coaching across hospitals, schools, malls, government and commercial facilities.
• Oversee multi-site Soft Services operations, supporting project teams in service delivery, KPI and SLA achievement, budget allocation and cost control, subcontractor coordination, operational compliance, performance improvement, and client satisfaction.
• Supported project mobilization and QHSE implementation through documentation and operational compliance, facilitating seamless operational readiness.

• Delivered technical, behavioural and soft-skills training and competency assessments for frontline employees and supervisors, enhancing staff readiness and engagement.
• Provided site coaching and quality follow-up to reinforce learning, contributing to improved operational performance and staff confidence.
• Developed training manuals, presentations and assessment tools, coordinating schedules with HR and Operations to ensure timely and effective training delivery.
• Collaborated with management to create personalised development plans for employees.
• Prepared detailed training materials, ensured ease of understanding for all participants.
• Evaluated staff performance post-training; provided constructive feedback accordingly.

Major Projects: Carrefour, City Centre, Al Wahda Mall and Madinat Zayed Shopping Centre.

• Managed end-to-end housekeeping and Soft Services operations across major retail and commercial facilities.
• Led manpower deployment, shift schedules, supervisors, subcontractors, machinery, chemicals, consumables and inventory control.
• Managed client coordination, inspections, service recovery, budgets, KPIs, work programmes and operational reporting.
• Mobilized new contracts and ensured teams, equipment, documentation and site processes were ready for service commencement.
• Developed comprehensive project plans for successful execution and delivery.
• Ensured effective resource allocation with meticulous project scheduling.

Major Projects: Al Wahda Mall, Madinat Zayed, UNB/FAB and commercial and residential properties

• Supervised multi-site cleaning and Soft Services delivery, workforce allocation, attendance, shift planning and daily operations.
• Conducted inspections, quality audits and client walkthroughs; coached employees and implemented corrective actions.
• Controlled equipment, machinery, chemicals, consumables, inventories and operational checklists.
• Ensured compliance with contract, quality, health, safety and environmental requirements while supporting KPI and productivity targets.
• Improved customer satisfaction with consistent supervision of service delivery.

• Delegated tasks appropriately, achieved balanced workload among team members.
• Ensured smooth operations with regular maintenance checks.
• Managed daily operations to increase productivity.
• Improved team efficiency by implementing new scheduling practices.
• Identified potential risks and mitigated them through proactive measures.
• Monitored employee attendance records for maintaining discipline within the team.
• Conducted performance appraisals with employees for career development discussions.
• Reduced workplace conflicts through effective communication and negotiation skills.
• Organised team resources, resulted in improved project timelines.