Summary
Overview
Work history
Education
Skills
Affiliations
Accomplishments
Timeline
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Elaine Kelly

Derry,Derry

Summary

Accomplished professional with a strong foundation in communication proficiency and organisational awareness, adept at budget planning and forecasting. Demonstrates resilience under pressure and decision-making authority, ensuring integrity and ethics in all operations. Skilled in quality control standards understanding and digital transformation knowledge, with proven profit and loss accountability. Committed to continuous improvement implementation, staff development, and KPI development. Excels in supplier optimisation and relationship building, supported by an outgoing personality. Offers financial oversight expertise while driving performance through executive communication. Career goal: to leverage skills in a leadership role focused on strategic growth and innovation.

Overview

26
26
years of professional experience
1
1
year of post-secondary education

Work history

Operations Director

Hinduja Global Solutions
London, City of London
04.2022 - Current
  • Led cross-functional teams for improved productivity and increased revenue.
  • Conducted budget monitoring activities to ensure financial stability of operations.
  • Developed strong relationships with stakeholders to secure future investments.
  • Optimised operational efficiency by implementing strategic plans and procedures.
  • Managed risk effectively, ensuring business continuity during challenging periods.
  • Drove process improvements through implementation of latest technology platforms.
  • Fostered a culture of continuous improvement, promoting operational excellence across the organisation.
  • Oversaw inventory control measures, reducing waste and increasing profitability.

Senior Operations Manager

Hinduja Global Solutions
London, City of London
12.2020 - 04.2022
  • Coordinated cross-departmental meetings, optimised communication and collaboration.
  • Enhanced customer satisfaction by improving complaint resolution procedures.
  • Orchestrated seamless transitions during organisational restructures.
  • Fostered a productive work environment through effective team management.
  • Implemented quality control measures to ensure high standards of service delivery.
  • Developed strategies for optimal utilisation of resources.
  • Evaluated productivity metrics, identified areas for improvement.
  • Interviewed, hired and trained staff on best bar practices, maintaining highly efficient service teams.
  • Conferred with other department managers to coordinate operations.
  • Built lasting and meaningful relationships with suppliers and service providers to establish mutually profitable collaborations.
  • Represented organisations at seminars, conferences and business events.
  • Established clear budgets and cost controls strategies to meet objectives.
  • Collaborated with management and HR to resolve worker problems, complaints and grievances.

Deputy general manager

Firstsource Solutions
Derry, Derry
09.2006 - 06.2020
  • Streamlined operational procedures for enhanced efficiency.
  • Utilised analytical skills to drive decision-making processes.
  • Coordinated staff training programmes, improved performance standards.
  • Oversaw daily operations, met organisational objectives.
  • Facilitated regular audits to ensure regulatory compliance.
  • Achieved client satisfaction with exceptional customer service skills.
  • Handled crisis situations effectively through strategic planning and execution.
  • Led team meetings to boost morale and enhance communication.
  • Assisted General Manager to ensure site consistently achieved or surpassed annual financial targets.
  • Coached and developed new talent by monitoring individual performance, conducting appraisals and providing meaningful feedback.
  • Worked with General Manager to improve employee retention rate by [Number]% in [Number] months by implementing professional development scheme.
  • Investigated issues affecting group operations, prepared reports and helped correct problems.

Operations manager

Stream International
Derry, Derry
08.1999 - 09.2006
  • Encouraged innovative thinking in the team, fostered an environment of growth and development.
  • Liaised with stakeholders for transparent communication and better decision making.
  • Analysed performance metrics, identified areas for improvement in operations management.
  • Managed vendor relationships to ensure timely delivery of services.
  • Investigated issues affecting group operations, prepared reports and helped correct problems.
  • Established clear budgets and cost controls strategies to meet objectives.

Education

BSc - Customer Contact Planning and Management

Ulster University
Coleraine
09.2018 - 06.2019

Skills

  • Communication proficiency
  • Budget planning and forecasting
  • Organisational awareness
  • Resilience under pressure
  • Decision-Making authority
  • Integrity and ethics
  • Quality control standards understanding
  • Digital transformation knowledge
  • Profit and loss accountability
  • Continuous Improvement implementation
  • Staff development
  • KPI development
  • Strong communication
  • Supplier optimisation and relationship building
  • Outgoing personality
  • Financial oversight
  • Performance driving
  • Executive communication

Affiliations

  • Road cycling and walking

Accomplishments

Delivered £31.5m in existing business revenue, £5.19m in new business revenue, and £4.5m in existing client new business revenue in FY’25 across both public and private sector accounts

Improved CSAT by 21 points in 12 month through robust account mapping and client engagement

Ensured strong KPI delivery and avoidance of service credits, exceeding targets year-on-year since 2022, ranging from 89% – 95% against a target of 80%

Supported a well-defined communication and engagement model, increasing Employee Satisfaction by 44 points and participation from 10% to 77%

Senior stakeholder in the Process Excellence UK Attrition project -Improved employee attrition by 10% in 5 months

Headed the operational team that achieved Gold Investors in People accreditation 2017

Full accountability for the Pandemic support program for NHSE from Feb 2021, ramping up at pace from 350fte to 1,200fte whilst setting up and managing UKHSA with a further 1,000fte

UK operational control from April 2023 with total fte of 2,500fte. Including both public and private sector accounts

Shortlisted for 4 UKCCF awards in 2025 - Manager of the year, Agent of the year, Support person of the year and Vulnerable customer champion. Shortlisted for NCCF award in 2025 for Best approach to supporting vulnerable customers


Timeline

Operations Director

Hinduja Global Solutions
04.2022 - Current

Senior Operations Manager

Hinduja Global Solutions
12.2020 - 04.2022

BSc - Customer Contact Planning and Management

Ulster University
09.2018 - 06.2019

Deputy general manager

Firstsource Solutions
09.2006 - 06.2020

Operations manager

Stream International
08.1999 - 09.2006

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Elaine Kelly