Camilla Aji
Operations Manager
London
Summary
Accomplished and results-driven Operations Manager with extensive expertise in overseeing complex operations, managing diverse teams, and driving business performance. Proven success in implementing process improvements, optimizing efficiency, achieving strategic objectives while maintaining quality standards. Adept at leading recruitment efforts, analyzing KPIs, fostering a collaborative work culture built on innovation, accountability, and customer focus. Experienced in delivering sustainable outcomes, building stakeholder relationships, and aligning operational goals with organizational values and targets.
Overview
20
20
years of professional experience
Work History
Contract Operations Manager
Maximus UK
London, England
01.2022 - Current
- Remote and on-site leadership of operations across London boroughs for 3 employability contracts, strategic guidance and support to achieve 34% sustainable employment outcomes for participants
- Manage a team of 5 Business Managers and 60 Employment Advisors, ensuring quality standards are consistently met to exceed KPIs
- Led a team of SMEs to drive performance delivery for self-employed cases, achieving key targets
- Implement process improvements to optimize recruitment efficiency and enhance the candidate experience
- Analyze recruitment data and key performance indicators through Nova/Power BI, maintaining compliance levels above 95% to drive informed decision-making
- Accurate forecasting of revenue, generating £1 million in the team’s first year of operation
- Created Standard Operating Procedures (SOPs) and supported regional delivery to streamline operations and maintain continuous improvement and consistency
- Built and sustain strong relationships with internal and external stakeholders to ensure seamless collaboration and operational success
- Foster a work culture built on collaboration, innovation, customer focus, accountability, respect and compassion, ensuring alignment with organizational values
- Effectively resolve conflicts and manage complaints in strict compliance with DWP policies, while overseeing HR grievance and disciplinary cases to maintain professionalism and ethical standards
Contact Centre Operations Manager
Metro Bank
03.2018 - 12.2021
- Managed a team of multi-skilled advisors (up to 125 agents) and oversaw office operations
- Ensured agents met all KPIs, maintained best practices, and adhered to company policies
- Conducted monthly 1-2-1s, provided regular statistics updates, and offered immediate feedback on calls
- Managed and oversaw disciplinary procedures, supported escalations team to meet KPIs
- Acted as Duty Operations Manager, addressing operational challenges and ensuring smooth functioning of call centre operations, including complex banking, mortgage, and loan application processes
Contact Centre Operations Manager
Ladbrokes Coral
10.2015 - 03.2018
- Directed call centre operations with 85 staff members for online betting
- Managed social media, customer service, and business development
- Won 'Team of the Year' award for three consecutive years by driving excellence
- Managed disciplinary procedures and handled escalated queries/complaints
Lettings Operations Manager for Olympic properties
Get Living London
07.2013 - 09.2015
- Led Olympic property lettings operations, meeting sales targets while delivering top-tier customer service
- Supported property management in addressing resident concerns and inquiries
- Recruited and trained 20 team members within the first month, ensuring high performance delivery
Customer Liaison Manager
NEWS International, The Times & The Sunday Times
06.2012 - 06.2013
- Handled escalated queries from various call centres
- Managed social media sites: Twitter, Live Chat
- Trained new staff and monitored performance
- Processed customer account issues and refunds, coordinated with the finance department
Business Relationship Manager
AAB Legal
08.2011 - 06.2012
- Monitored customer satisfaction and organized networking events
- Collaborated with the Marketing Manager to promote business
- Maintained weekly reports and built relationships with Solicitor Panel Members
Various Roles
Transport for London
06.2005 - 06.2011
- Progressed from call centre agent to team leader and customer relations trainer
- Managed recruitment drives, audited team calls, produced reports, and trained new advisors
- Provided comprehensive customer information services and resolved inquiries
Education
Masters - Hospitality Management
University of Central Florida
LLB - Law
University of Central London/Open University
Asian Bridal Makeup & Advanced Henna Course - BTEC
Ash Kumar Academy
Certifications And Skills
- IEP Member
- NLP Qualification
- Leadership & Mentoring
- Power BI proficiency
- Fire Marshall
- Facilities Management Diploma
- First Aid
- Fastest Henna Artist In The World 2007
Accomplishments
- Vice President – OCYM Indian Orthodox Church Central London
- Fastest Henna Artist In The World 2007
- Established Angamaly Orphanage in Kerala 2000
- Duke Of Edinburgh Award - SILVER
- Under 15 Essex Netball Team
- Mentor for British Skin Foundation
Timeline
Contract Operations Manager
Maximus UK
01.2022 - Current
Contact Centre Operations Manager
Metro Bank
03.2018 - 12.2021
Contact Centre Operations Manager
Ladbrokes Coral
10.2015 - 03.2018
Lettings Operations Manager for Olympic properties
Get Living London
07.2013 - 09.2015
Customer Liaison Manager
NEWS International, The Times & The Sunday Times
06.2012 - 06.2013
Business Relationship Manager
AAB Legal
08.2011 - 06.2012
Various Roles
Transport for London
06.2005 - 06.2011
Asian Bridal Makeup & Advanced Henna Course - BTEC
Ash Kumar Academy
Masters - Hospitality Management
University of Central Florida
LLB - Law
University of Central London/Open University
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