Danielle Willis
Cardiff
Summary
Operations and customer experience professional with over 15 years of leadership in financial and professional services. Currently enhancing operational excellence at Deloitte by leading teams to improve processes, manage performance, and meet service and quality targets. Recognised for strong people leadership and commercial acumen, with a proven ability to cultivate complex stakeholder relationships and build high-performing teams. Seeking an operations or customer experience manager role to leverage strategic thinking and operational discipline in driving service excellence.
Overview
18
18
years of professional experience
1
1
Certification
Work history
Assistant Manager
Deloitte
Cardiff
2016.03 - 2026.06
- Lead and develop high-performing teams within a global professional services environment, accountable for operational delivery, service quality, and employee engagement across a fast-paced, hybrid operation.
- Oversee end-to-end team operations including resource planning, workload allocation, and performance management — consistently meeting service and quality targets.
- Design and deliver structured coaching and mentoring programmes, driving measurable improvements in team capability, confidence, and retention.
- Manage complex employee relations matters — including wellbeing, attendance, flexible working, and performance concerns — with empathy and commercial awareness.
- Build trusted relationships with senior leadership, providing regular management information, KPI reporting, and operational insight to inform strategic decisions.
- Lead change management and process improvement initiatives, identifying efficiencies and embedding new ways of working across the team.
- Champion employee engagement and inclusive culture, consistently recognised for creating environments where people perform at their best.
Engagement Support Centre
Deloitte
Cardiff
2015.01 - 2016.03
- Delivered operational, project coordination, and administrative support across multiple engagement teams.
- Produced reports, presentations, and management information for senior stakeholders; managed SAP accounts and supported budget tracking.
- Coordinated onboarding and mentoring of new employees, supporting team integration and capability development.
Customer Service Consultant
Principality Building Society
Cardiff
2012.02 - 2015.01
- Delivered customer service and relationship management within a regulated financial services environment.
- Achieved personal sales targets and maintained full compliance with FCA requirements and internal procedures.
Customer Service Advisor
Lloyds TSB Asset Finance
Cardiff
2008.01 - 2012.02
- Managed customer operations, fraud investigations, and asset protection in a regulated financial services setting. Deputised in a supervisory capacity overseeing teams of up to 8.
Education
High School - Maths, English & Science
Whitchurch High School
CardiffEdExcel NVQ - Customer Services
Skills
- People Leadership & Team Management
- Operational Excellence
- Stakeholder & Relationship Management
- Workforce Planning
- Continuous Improvement & Process Improvement
- Change Management
- KPI Reporting & Analysis
- Risk & Compliance Awareness
Certification
- British Gymnastics UKCC Level 1 Award in Coaching
- ILM / Leadership Development (in progress)
Accomplishments
- 15+ years' experience leading teams and delivering operational excellence within blue-chip financial services and professional services organisations.
- Proven track record managing complex people matters and employee relations with empathy, fairness, and professionalism.
- Experienced in onboarding, coaching, and developing talent — creating environments where individuals consistently perform at their best.
- Strong operational instinct — comfortable managing KPIs, workforce planning, and process improvement simultaneously.
- Valued for building trusted stakeholder relationships at all levels, from front-line teams to senior leadership.
Affiliations
- Outside of work, I am passionate about health, wellbeing, and staying active. This year I completed my first half marathon — something I am incredibly proud of and a reflection of the determination and commitment I bring to everything I do. Family is at the heart of everything for me, and I love being involved in my children's lives and activities. I also volunteer with my local school, supporting fundraising and community events. The same drive, energy, and care I put into my personal life is exactly what I bring to my work every day
References
References available upon request.
Timeline
Assistant Manager
Deloitte
2016.03 - 2026.06
Engagement Support Centre
Deloitte
2015.01 - 2016.03
Customer Service Consultant
Principality Building Society
2012.02 - 2015.01
Customer Service Advisor
Lloyds TSB Asset Finance
2008.01 - 2012.02
High School - Maths, English & Science
Whitchurch High School