Muhammad Abbas
Lurnea ,NSW
Summary
Experienced Professional , successful at taking on routine and complex business challenges with resourceful and creative approach. Recognized as driven, engaging and passionate leader with focus on culture and people, knowledge exchange, compliance and performance.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Manager Operations NSW/ACT Metro
NRMA
11.2023 - Current
- Monitored budgets and expenditures to ensure cost-effectiveness while maintaining quality standards.
- Provided leadership during times of organizational change or crisis situations.
- Established processes to ensure efficient workflow throughout the organization.
- Ensured compliance with regulatory requirements and industry standards.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Created weekly/monthly reports for senior management summarizing operational performance metrics.
- Coached, mentored and trained team members in order to improve their job performance.
- Conducted performance reviews for team members.
- Ensured compliance with all applicable laws, regulations, industry standards and company policies.
- Analyzed customer feedback data to develop action plans for improving services offered.
- Managed vendor relationships by negotiating contracts and ensuring timely delivery of goods and services.
- Created monthly reports for senior management summarizing operational performance metrics.
- Managed risk by developing and implementing effective risk management strategies.
- Established and monitored KPIs to evaluate performance and identify areas for improvement.
- Negotiated contracts and agreements with vendors and suppliers to reduce costs.
- Conducted performance evaluations, providing feedback and coaching for team development.
- Resolved customer complaints and issues promptly, maintaining a positive brand image.
- Implemented process improvements, resulting in an increase in operational efficiency.
- Coordinated cross-departmental projects to ensure timely and successful completion.
- Led a team of managers with 70+ team members reporting to the managers ensuring high productivity and excellent customer service.
- Managed multiple suppliers as a point of escalation and decision, with contracts worth millions of dollars.
- Streamlined communication channels, improving information flow and decision-making speed.
- Enhanced team morale and retention through recognition programs and career development opportunities.
- Developed and implemented strategic plans to achieve company objectives.
- Resolved customer inquiries and complaints requiring senior management-level escalation.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Ensured safety of personnel by enforcing safety rules in the workplace.
- Collaborated with safety personnel to develop and maintain safety policies and procedures.
- Enforced safety rules among team members by conducting regular safety meetings.
Operational Services Manager - NSW/ACT
Toll Global Express
Sydney
07.2022 - 11.2023
- Managing Operations, Admin and Delivery partners/Fleet Owners (Contractors)
- Created an environment for team to develop and grow by involving them in operational matters and getting team on board with decision making.
- Restructured team to get maximum coverage with minimum cost.
- Created and Implemented incentive scheme for achieving Net Promoter score for delivery Partners to achieve maximum customer satisfaction.
- Collaborated with Major customers to offer solutions to service needs.
- Hired and trained service department staff to drive performance.
- Adhered to customer service standards to foster satisfaction and retention.
- Delegated work to staff, setting priorities and goals.
- Provided leadership, insight and mentoring to newly hired employees.
Operations Management
FedEx
Sydney, NSW
03.2019 - 06.2022
- Developed initiatives for freight process improvement and reviewed and assessed ongoing operations.
- Explore opportunities to improve service level in the most cost-efficient way.
- Trained, mentored and motivated employees to maximize team productivity .
- Built upon established practice standards to improve operational performance and reduce labor costs up to 30%.
- Reduced process lags and trained team members (Team of 60+ Employees) on best practices and protocols.
- Recruited, interviewed and hired talented professionals who each brought wealth of experience and exemplary skills to team.
- Assessed team proficiencies, identifying and targeting areas for improvement.
- Generated daily operational reports for corrective action or continuous improvement.
- Implemented policies and standard operating procedures and managed quality, customer service and logistics.
- Conducted safety and hazard inspections of work sites.
- Compiled safety training procedures into toolboxes to disseminate to staff members.
- Maintaining record of near misses and incidents through Incident Management System (IMS) and following up with corrective actions.
- Rostering staff based on their skills into certain areas of work to attain efficiency.
- Revamped daily operational summary report to capture more highlights of day to day operations.
- Conducted Daily/Weekly/Monthly Safety Talks
- Ensuring Linehaul departure and Air Lodgment cutoffs are met.
- Signing off Load Plan advise and LSPAs for linehauls.
- Complying with CoR policy.
- Initiated and worked on various projects on operational footprint from safety and efficiency perspective.
Customer Service Officer
Caltex Australia
Sydney, NSW
08.2016 - 03.2019
- Identified and pursued cross-selling opportunities to bring in high volume of new revenue per month.
- Exceeded personal sales goals for total revenues and new accounts.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
Deputy Manager Operations & Projects
Ghulam Faruque Group
Karachi
07.2014 - 08.2016
- Coached employees to work together to carry out daily functions and meet service objectives.
- Developed, implemented and updated departmental policies and procedures to meet business objectives and goals.
- Motivated employee performance and satisfaction through fair evaluation, process review and mentoring.
- Managed profit and loss by following cash control procedures, maintaining inventory (using SAP B1), managing labor and reviewing financial reports.
- Directed logistics by controlling movement of goods to and from facilities to sustain demand and supply.
- Handled continuous project monitoring and management by developing forecasts, tracking expenses and approving payments.
- Built strong community relations with subcontractors and vendors to optimize cost savings.
- Making Technical and Financial proposals for Tenders.
- Managed entire project life cycle from initial concept through final delivery (Projects up to 30M)
- Established project budgets and tracked expenditures.
Assistant Manager Operations & Projects
Ghulam Faruque Group
Karachi
07.2012 - 07.2014
- Managed daily operations, client relations and IT.
- Generated daily operational and sales reports for corrective action or continuous improvement.
- Monitored progress by establishing plans, budgets and measuring results.
- Analyzed strategic, core and support processes and recommended improvements to streamline processes.
- Kept project progress aligned with client timelines and quality requirements through close attention to short- and long-term needs.
- Created project plans with established timelines for integral phases, assigned to appropriate teams, managed workflow and achieved RFP submissions and completion deadlines on or before schedule.
- Made changes to project scope and cost and implemented most effective change management processes to keep project up-to-date.
Coordinator Operations & Projects
Ghulam Faruque Group
Karachi
03.2011 - 06.2012
- Served as link between management and employees by handling questions, interpreting and administering contracts and helping resolve work-related problems.
- Managed administrative processes and prepared key reports and documentation.
- Collaborated with cross-functional teams to plan daily activities and operations to meet targets.
- Collected and organized documents and supplies.
- Delivered key projects on-time and on-budget by effectively managing resources and staff.
- Handled supply purchases and inventory management for office operations and equipment maintenance.
- Managed work requests, new orders, and pricing changes while coordinating logistics to verify delivery dates.
Research & Development Executive
Al-Shaymaa
Karachi
10.2009 - 03.2011
- Conducted experiments and maintained detailed records of experiments and outcomes.
- Organized and maintained records, managing inventory and materials.
- Assisted in research and development of new equipment, products and processes.
- Applied good documentation practices when recording data and managing source documentation.
Education
Strategy On A Page -
Australian Institute of Management
05-2025
Contract Management -
Australian Institute of Management
04-2025
Master of Science - Computer Networks
Hamdard University
Karachi, Pakistan03.2013
Bachelor of Science - Telecom Engineering
National University of Computer & Emerging Science
Karachi, Pakistan08.2009
Skills
- Operations Management
- Coaching/Employee development
- Project Management
- Supply Chain
- Logistics
- Asset Management
- Contract Management
- Negotiation techniques
- Regulatory compliance
- Procurement
- Profit & Loss
- Data Analysis
- Cross-functional team management
- Warehouse operations
- Safety
- Budgeting and cost control strategies
- Tenders
- SAP B1
- MS Office Suite
- Risk management
Languages
English
Native/ Bilingual
Urdu
Native/ Bilingual
Accomplishments
- Recognized 3 Times within a year with FedEx Bravo-Zulu award for outstanding leadership performance and team contributions.
Certification
-Mental Health First Aider - 2022
-Improving Business through a Culture of Health - HarvardX, 2018
Timeline
Manager Operations NSW/ACT Metro
NRMA
11.2023 - Current
Operational Services Manager - NSW/ACT
Toll Global Express
07.2022 - 11.2023
Operations Management
FedEx
03.2019 - 06.2022
Customer Service Officer
Caltex Australia
08.2016 - 03.2019
Deputy Manager Operations & Projects
Ghulam Faruque Group
07.2014 - 08.2016
Assistant Manager Operations & Projects
Ghulam Faruque Group
07.2012 - 07.2014
Coordinator Operations & Projects
Ghulam Faruque Group
03.2011 - 06.2012
Research & Development Executive
Al-Shaymaa
10.2009 - 03.2011
Master of Science - Computer Networks
Hamdard University
Bachelor of Science - Telecom Engineering
National University of Computer & Emerging Science
Strategy On A Page -
Australian Institute of Management
Contract Management -
Australian Institute of Management
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