Diego Arriola

Operations Management & Strategy

• Developed and implemented operational plans, policies, and procedures to optimize efficiency, productivity, and safety among Building and Facility Managers.
• Monitored and analyzed key performance indicators to track operational performance, identify areas for improvement, and implement corrective actions.
• Evaluated performance metrics regularly to identify opportunities for improvement in building operations management.
• Streamlined operations by developing and executing comprehensive preventative maintenance programs.

Team Leadership & Development

• Built and expanded the facilities team from 1 Building Manager to 11, including acquiring new buildings, establishing Standard Operating Procedures, asset registers, maintenance schedules, and service agreements.
• Led hiring, training, mentoring, and coaching initiatives, fostering a culture of safety, teamwork, and work ethics.
• Conducted yearly performance reviews and organized Christmas bonuses based on staff KPIs to recognize and reward achievements, promoting continuous improvement and team cohesion.

Stakeholder & Contractor Relations

• Established and maintained strong relationships with contractors and subcontractors to ensure high-quality workmanship and effective service agreements.
• Improved stakeholder satisfaction by addressing concerns promptly and maintaining open lines of communication.
• Negotiated pricing and service terms with customers and vendors to decrease expenses and increase profit.

Crisis Management

• Served as the main point of contact for all after-hours emergencies, including managing emergencies for 50 Strata plans from the strata wing of the business.

Financial Management & Resource Allocation

• Assisted staff in managing capital expenditures, administrative budgets, and resource allocation to achieve cost-effective operations for clients.

Safety & Compliance

• Spearheaded safety initiatives, conducting regular inspections and ensuring compliance with safety, health, and company policies and procedures.
• Enhanced building efficiency by implementing energy-saving measures and optimizing maintenance schedules.

Innovation & Continuous Improvement

• Analyzed trends in utility usage patterns to inform future conservation efforts and infrastructure upgrades, contributing to better resource management.

Property & Asset Management

• Managed an A-grade, 256-apartment building for 3 years since the building’s inception (July 2020).
• Ensured Capital Works funds and projects are scheduled well ahead of time with contingencies for emergency works if/when required.
• Captured and managed all assets’ maintenance for buildings, focusing on lifecycle management to ensure assets are well-maintained and funds are available for replacements when needed.

Operations & Team Leadership

• Managed two Building Managers and two cleaning contractors throughout Sydney.
• Conducted site audits to ensure cleaning, compliance, and processes are maintained at acceptable standards.
• Served as the Afterhours Manager, handling emergencies for both Building Manager sites and the Strata Management portfolio.

Business Development & Strategy

• Led Business Development Management for multiple residential and commercial buildings, securing three new buildings through the tendering process, and managing initial handover and process rebuilding with MYBOS/BL.
• Interviewed, hired, trained, and handed over responsibilities to newly hired Managers for new buildings.
• Assisted in the company’s business diversification into Cleaning and Gardening, successfully winning two contracts and earning bonuses from profits.

Financial & Contract Management

• Utilized negotiation skills to ensure budgets are kept within average levied levels while maintaining high-quality maintenance and repairs throughout the year.
• Attended all SCM, AGM, and EGM meetings for multiple sites, ensuring alignment with financial and operational goals.

Stakeholder & Relationship Management

• Built and maintained strong relationships with Strata Committee members to ensure effective collaboration with Building Managers, transparent communication, and alignment on building goals and growth areas.

Leadership & Team Management

• Promoted from Building Manager to a semi-Area Management role in June while still managing personal buildings.
• Managed 3 Building Managers overseeing 4 buildings.
• Organized courses for the team, such as Emotional Intelligence and Lead Team Effectiveness, to foster growth for both the user and fellow Building Managers.

Client & Stakeholder Relations

• Assisted Building Managers by handling client complaints and attending all Strata Committee Meetings and Annual/Extraordinary General Meetings for 6 buildings.
• Extended two building management contracts to 3 and 5 years.
• Brought in a new additional building from Kellyville through a warm sale.
• Attended various new sites in the Blacktown area, building rapport with Developers and Builders alongside senior management.

Operations & Quality Assurance

• Managed defect liability period cases, prioritizing issues for the team.
• Reported over 400 common property defects to the builder.
• Organized several quotes from defect consultants for OC approval.
• Provided 24/7 after-hour emergency assistance across multiple sites.

Performance & Recognition

• Received the most positive reviews on Google Reviews for Delux Building Management Group.

Facilities & Operations Management

• Managed and coordinated all facilities maintenance and repair projects, ensuring completion within time and budget constraints.
• Maintained the physical condition of facilities, leveraging resources and personnel to create a safe, clean, and functional environment.
• Defined and implemented preventative maintenance plans to ensure the longevity and reliability of facility systems and equipment.

Project Coordination & Logistics

• Coordinated smooth transitions during office relocations, planning logistics and overseeing the move process from start to finish.
• Communicated with general managers and facility teams regarding upcoming repairs and projects to ensure alignment and efficient execution.
• Collaborated with cross-functional teams on facility projects, leading to improved work environments and increased productivity.

Client & Stakeholder Engagement

• Served as the primary point of contact for internal and external customers seeking support and information, ensuring prompt and effective responses.
• Acted as the first point of contact for all Westpac retail, corporate, and ATM support for stand-alone ATMs across Australia.
• Maintained excellent rapport with facility management within the Westpac team, leading to strong personal and professional referrals.
• Processed contractor quotes for facilities management approval, maintaining accurate records within E1 and email systems.

Performance & Escalation Management

• Demonstrated proficiency in the Cushman & Wakefield FM escalation process and systems, effectively resolving issues and escalating as needed.
• Responded to guest emails and inquiries, and resolved or escalated client complaints, ensuring high levels of customer satisfaction.
• Exceeded all KPIs as per contractual agreement, managing over 70 contacts per day.
• Raised over 200 weekly work orders for reactive maintenance while efficiently handling 300 emails.

Property & Asset Management

• Managed 88 residential apartments, 1 strata plan, 2 commercial lots, and several additional strata plans on a daily basis.
• Oversaw 500+ lots across a weekly part-time portfolio, ensuring consistent and high-quality management across all properties.
• Directed beautification and asset improvement projects for a key building in Bondi Junction, enhancing its value and appeal.
• Assisted in managing significant projects, including lift upgrades and access control enhancements, to modernize building infrastructure.

Stakeholder & Relationship Management

• Maintained strong relationships with strata committees and stakeholders, fostering cooperation and transparent communication across both residential and commercial properties.
• Reported to the Operations Manager and Area Manager on strata plans, providing daily inspections, weekly committee updates, and monthly building management reports for all sites across the CBD.

Operations & Compliance

• Organized and maintained comprehensive compliance checklists to ensure adherence to best practices and safety standards.
• Delivered cost savings by strategically tendering maintenance contracts annually.
• Provided expert advice on by-law upgrades, aligning with current industry standards and addressing specific building needs.

Financial Management

• Developed and managed budgets to meet the financial needs of the body corporate, balancing cost control with the need for quality maintenance and improvements.

Crisis Management & Support

• Provided 24/7 after-hour emergency assistance across multiple sites, ensuring rapid and effective resolution of urgent issues, even while offsite.