BARBARA FIGUEROA
Hatfield,Hertfordshire
Summary
I am an experienced Operations Manager with a strong background in leading complex services across local government and bereavement operations. Over many years, I have developed a broad set of managerial, operational and administrative skills, successfully delivering high quality, compliant and customer focused services in sensitive and highly regulated environments.
I excel at leading multidisciplinary teams, managing busy and varied workloads, and ensuring that services run smoothly, safely and in line with statutory requirements. I have a proven ability to strengthen governance, improve financial controls, refine operational processes and drive efficiencies without compromising service standards. My experience includes budget management, performance reporting, contract oversight, workforce planning, recruitment, and supporting organisational and digital change.
Known for my practical, calm and solutions focused approach, building positive working relationships and supporting staff development while maintaining professionalism and empathy in challenging situations.
Having dedicated many years to the public sector and bereavement services, I am now looking to apply my transferable operational leadership and service management skills in a new direction. I bring adaptability, strong organisational capability and a commitment to delivering reliable, high quality outcomes in any setting
Overview
21
21
years of professional experience
4
4
years of post-secondary education
Work history
Crematorium Manager (Contract)
Breakspear Crematorium
London Borough of Hillingdon, London
2025.08 - 2026.02
- Held full operational responsibility for a high-volume crematorium service, providing leadership across service delivery, finance, staffing and governance.
- Provided operational leadership ensuring safe, compliant and efficient service delivery.
- Strengthened financial governance arrangements, improving income monitoring and reporting accuracy.
- Implemented revised debt recovery processes, recovering over 60% of historic aged debt within six months.
- Managed departmental budgets in line with corporate spend control and audit requirements.
- Produced performance and financial reports to inform senior management decisions.
- Worked collaboratively with Finance, Corporate Income, Digital and Anti-Fraud teams to improve system controls and resolve discrepancies.
- Oversaw procurement activity and ensured adherence to governance procedures.
- Led multidisciplinary teams across administration, technical operations and grounds maintenance.
- Managed recruitment, workforce planning and performance management.
- Ensured facilities, assets and statutory operations remained compliant with regulatory standards.
- Supported implementation of digital system improvements and operational workflows.
- Investigated financial irregularities and supported risk management actions.
Deputy Manager
Kensal Green Cemetery & West London Crematorium
Harrow, London
2023.10 - 2025.07
- Supported strategic and operational management of cemetery and crematorium services, deputising for senior leadership as required.
- Managed a workforce of 15 staff across operational, administrative and grounds functions.
- Oversaw delivery of burial, cremation and memorial services in accordance with legislation and organisational standards.
- Maintained statutory registers and ensured regulatory compliance.
- Led staff recruitment, supervision, training and performance reviews.
- Managed service budgets, monitored expenditure and contributed to pricing reviews.
- Identified efficiencies while maintaining service quality and compliance.
- Oversaw maintenance programmes for buildings, grounds and equipment.
- Supported service planning and operational development initiatives.
Cemetery Services Officer
Welwyn Hatfield Borough Council
Hatfield, Hertfordshire
2021.10 - 2023.10
- Played a key role in operational management and development of Bereavement Services across multiple cemetery sites.
- Managed external grounds maintenance contracts and monitored service standards.
- Coordinated burial operations and stakeholder liaison with funeral directors and clergy.
- Managed customer casework and complaint resolution.
- Provided specialist advice on burial rights, legislation and service policies.
- Developed and implemented operational policies and procedures.
- Contributed to delivery of the new Hatfield crematorium project through site meetings and operational input.
- Supervised Bereavement Officers and supported workforce coordination.
- Managed rotas, performance reviews and staff development.
- Analysed service data and produced reports for management.
- Supported budget monitoring and resource management.
- Managed complex and sensitive cases with professionalism and empathy.
Bereavement Services Officer/Team Leader
Islington & Camden Cemeteries and Islington Crematorium
Islington, London
2014.10 - 2021.09
- Led bereavement services operational delivery and staff supervision within a busy local authority service.
- Supervised daily operations and supported service delivery across cemetery and crematorium functions.
- Managed enquiries, casework and complaint resolution.
- Provide guidance to families on burial regulations, permits and memorial processes.
- Improved administrative procedures relating to memorials and burial coordination.
- Trained and supported new and existing staff members.
- Worked collaboratively with internal departments and external contractors.
- Managed purchase orders, invoice verifications and reconciliations.
- Developed and implemented a memorials infringement policy supporting database.
Children's Centre Receptionist
Islington Council
Islington, London
2004.09 - 2014.10
- Managed front-of-house operations within a busy community service environment.
- Coordinated appointments and supported daily operational administration.
- Contributed to improving reception processes and supported staff induction.
- Comprehensive administrative support for Children’s Services outreach team and Children’s Centre staff.
Education
GCSE - Maths
City And Islington College
London, ENG 1999.01 - 1999.06
Bachelor of Arts - Business Administration
University of North London
London, ENG 1999.09 - 2003.06
Skills
- Team Leadership and Mentoring
- Project Management
- Stakeholder Collaboration
- Policy Development
- Budgeting and Resource Allocation
- Process Improvement
- Customer Service Excellence
- Data Analysis and Reporting
- Regulatory Compliance
- Employee performance reviews
- Team development strategies
References
References available upon request.
Timeline
Crematorium Manager (Contract)
Breakspear Crematorium
2025.08 - 2026.02
Deputy Manager
Kensal Green Cemetery & West London Crematorium
2023.10 - 2025.07
Cemetery Services Officer
Welwyn Hatfield Borough Council
2021.10 - 2023.10
Bereavement Services Officer/Team Leader
Islington & Camden Cemeteries and Islington Crematorium
2014.10 - 2021.09
Children's Centre Receptionist
Islington Council
2004.09 - 2014.10
Bachelor of Arts - Business Administration
University of North London
1999.09 - 2003.06
GCSE - Maths
City And Islington College
1999.01 - 1999.06