Luis Rosa Email and Phone Number

Integrated Facility Management Center of Excellence Operations Team Manager

Manager, Global Facility Service Center (FSC): The Global Facility Service Center (GFSC) supports UnitedHealth Group’s global Real Estate Services (RES) portfolio. It provides building maintenance and critical facilities support for the United States, United Kingdom, Puerto Rico, Brazil, India, Philippines, and parts of Canada, and extends critical facilities support to other various international locations. The GFSC is operational 24/7 and personnel are in the Americas (Connecticut and Minnesota) and in APAC (India and Philippines). Agents help UHG employees and contractors by supporting work orders that are created to track work output in support of building operations. It also acts as a coordination and communications hub during business disrupting incidents.People Management - Coaching/Feedback: Provide constructive feedback and regular coaching throughout the year to help employees achieve performance objectives and develop their professional capabilities. Update documented procedures and develop new procedures as directed to accommodate portfolio growth and quality service delivery. Constant communication and follow up with all team members on enhancements, projects, etc. and manage process where required (Data management, telephony, workforce management, IT, etc.). Drive Diversity and Inclusion. Financial Targets - Optimize staff and manage scheduling to minimize unplanned overtime. Explore Optimization opportunities for people, processes and technology. Focus on JLL projects to bring operational cost down. Understand the Finance operation of the GFSC to help on projects and changes that bring savings. Growth of the company - Support go-live and ongoing operations for Account team and portfolio growth and changes.

Oversee and direct the security program at all assigned properties ensuring contract compliance and the development of a relationship with Allied Universal client contacts. This position serves as a liaison for regional and local Allied Universal District Managers to help ensure all operational, financial and administrative functions for assigned account have been performed. Individual’s performance will be evaluated based on, but not limited to, providing quality customer service to assigned customer and assisting in achieving the financial goals and objectives of Allied Universal. Essential Functions:•Ensure contract compliance at all assigned properties.•Identify security issues and opportunities and recommend solutions to client’s corporate security team.•Provide in-depth client specific training to new on site AlliedBarton Managers.•Develop relationship with local and regional client contacts.•Identify and present industry best practices to their customer.•Manage the delivery of services in conjunction with District teams and Account Managers.•Active participation in industry specific professional organizations such as ASIS. •Work with all levels in the organization to identify, analyze and solve problems and create opportunities for continuous improvement.•Assist in the preparation and presentation of Quarterly Business Reviews.•Identify client-specific Key Perfomance Indicators (KPI) and measure Allied Universal's performance of these measurements.•Balance the needs of the customer and Allied Universal leadership expectations.

Manager is accountable for day-to-day operations of an assigned account, including hiring, training, disciplining and terminating staff. Build, improve, maintain relationships with clients and employees: develop & retain staff; coordinate needed support services and solve problems to effectively run the account. Meet or exceed financial & operational goals; provide quality customer service. Maintains or oversees maintenance of weekly operating schedules and completion of payroll for assigned security personnel. Provides after-hour emergency response as required.Responsible for the management of the Portfolio Operations Center, associated security staff and related security services for properties managed by the Client. Responsibilities include oversight of Portfolio Operations Center staff and operations, alarm event response, security service delivery and uniformed security services.

Retired Connecticut State Police Sergeant with 25 years of law enforcement experience.