KATE WILANOWSKA
Manchester
Summary
Operations Manager with extensive experience overseeing national PBSA cleaning projects, leading large teams, improving operational processes, and delivering exceptional client satisfaction. Highly skilled in planning, scheduling, communication, and maintaining performance under pressure. Additionally, I worked in a hospitality in Poland between 2015–2020, where I gained strong customer service experience, a sharp eye for detail, and valuable knowledge of food and wine service.
Overview
9
9
years of professional experience
3
3
years of post-secondary education
1
1
Certification
Work history
National Operations Manager
HPS Services FM Ltd.
Manchester
06.2022 - 11.2025
- Led national PBSA turnaround and cleaning projects with approx. 100 internal staff and contractors.
- Main point of contact for all client communication and staff coordination.
- Manage scheduling, admin duties, follow-ups, operational planning, and stock control.
- Delivered services on time while maintaining high performance and team standards.
Key Achievements:
- 4x revenue growth in first two years with 20%+ gross profit.
- Annual NPS score of 9.67/10.
- Recognised as the most trusted turnaround services brand in the PBSA sector.
Operations manager
Ametros Facilities Management Ltd.
Manchester
06.2016 - 05.2022
- Contract mobilization
- Recruitment & training
- Scheduling and service delivery
- KPI oversight
- Client communication
- Contractor & supplier management
- Operational staff training
- Started in frontline operations, promoted to Supervisor within first year, and became Operations Manager in 2016.
Key Achievements:
- Never missed a contract delivery deadline.
- Implemented a management system that improved productivity and profitability.
- Delivered training programmes to management and operational teams.
- Strengthened operations structure and improved customer experience.
- Key contributor to becoming one of the top PBSA service providers.
Education
Business English
University of Białystok
01.2011 - 01.2014
Skills
- Ability to make others' lives easier through proactive help and problem-solving
- Strong eye for detail and high standards of quality
Client customer care and support
- Effective planning and scheduling abilities
- Strong organisational skills and ability to manage multiple tasks at once
Certification
- IOSH Managing Safely (2018)
- Conducting Risk Assessment & Safe Systems of Work (2015)
Languages
Polish – Native
English – Fluent
Affiliations
- Personal development and lifelong learning, Fitness, wellbeing, and maintaining a healthy lifestyle
- Travel and discovering new cultures
- Cooking and exploring world cuisines
- Listening to lifestyle, wellbeing, and political podcasts
- Wine appreciation and hospitality culture.
Timeline
National Operations Manager
HPS Services FM Ltd.
06.2022 - 11.2025
Operations manager
Ametros Facilities Management Ltd.
06.2016 - 05.2022
Business English
University of Białystok
01.2011 - 01.2014