Angelo Nzojibwami

• Cultivate a deep understanding of client businesses with thorough research and consistent engagement.
• Formulate strategic plans to increase product visibility and market share.
• Negotiate profitable contracts to ensure mutual benefit.
• Resolve escalated customer issues promptly for increased satisfaction rates.

• Led European operational governance for cross-border service delivery, ensuring consistent policies, workflows, and compliance across multiple regions.
• Owned and optimised enterprise operational systems supporting international case management, approvals, reporting, and SLA monitoring.
• Managed supplier and partner relationships across Europe and North America, including commercial negotiations, contract performance, and service quality oversight.
• Spearheaded the establishment of a new multilingual shared service operation in Leeds, consolidating international activities and generating ~£800K annual turnover.
• Drove continuous improvement initiatives through data analysis, improving service performance, efficiency, and customer experience.
• Partnered with senior stakeholders across commercial, finance, and operational functions to support international growth and new market entry.

• Managed UK and European service operations supporting high-volume e-commerce activity, leading 45 agents and 4 managers across multiple markets.
• Contributed to the implementation and optimisation of Zendesk, improving workflow automation, reporting capability, compliance tracking, and operational visibility.
• Introduced performance and demand analysis to reduce contact volumes, improve resolution times, and enhance cost-to-serve efficiency.
• Supported change initiatives to evolve the service function toward a more commercially aligned, performance-driven operating model.

• Led delivery of a $200K healthcare infrastructure project in a complex, multi-stakeholder international environment.
• Acted as primary liaison between NGOs, manufacturers, and local teams, managing contracts, budgets, logistics, and compliance requirements.
• Ensured on-time, on-budget delivery through structured project governance, risk management, and stakeholder coordination.

• Progressed from frontline operations to UK Head of Operations, managing a €4.5M business and reporting into international group leadership.
• Oversaw governance of operational policies, procedures, compliance frameworks, and service standards across the UK, and Europe for Client companies in those regions.
• Led multilingual teams of 100+ staff accross UK, France and Spain, ensuring operational performance, financial control, and regulatory compliance.
• Managed supplier contracts, client relationships, platform launches, and European commercial tenders.
• In 2020, led the structured closure of UK operations, recovering £500K+ in receivables, terminating supplier and client contracts, ensuring GDPR-compliant decommissioning, and preparing final financial accounts.

2020 – 2021 & 2024 - 2025

• First as planned break following organisational closure and welcoming of our first child, remaining professionally active through international consulting work.
• Second as planned break following relocation of business function to Europe and welcoming 3rd child, remaining professionally active through local contract work