Israel Udoma
Erskine,Scotland
Summary
Strategic Service Delivery Leader with substantial experience managing large, multi-site operations across the UK and internationally. Led teams of up to 716 FTE, driving performance against complex KPIs and enhancing client relationships in high-volume environments. Focused on translating operational insights into improvements, fostering accountability and engagement, and steering transformation programmes that deliver cohesive outcomes.
Overview
18
18
years of professional experience
Work History
TEAM MANAGER – SERVICE DELIVERY OPERATIONS
Teleperformance (Department of Work and Pension)
Glasgow
10.2024 - Current
- Lead end-to-end delivery for a regulated, high-volume operation, ensuring productivity, quality, and service levels consistently meet client expectations.
- Managed performance across KPIs, analysed trends, and implemented corrective actions to enhance accuracy, speed, and customer outcomes.
- Act as escalation point for complex cases, ensuring decisions align with policy, compliance, and service standards.
- Coached and developed team members through structured feedback, fostering capability and engagement.
- Support change initiatives, embedding new processes and driving rapid adoption across the team.
- Produced operational reports with clear commentary and actionable recommendations for senior stakeholders.
PENSION ADMINISTRATOR – SERVICE OPERATIONS
Teleperformance (Scottish Widows - LBG)
Glasgow
09.2023 - 10.2024
- Managed regulated processes for benefit calculations, audits, reconciliations, and data accuracy controls, ensuring compliance and reliability.
- Served as primary contact for members, resolving queries to uphold high service quality and member satisfaction.
- Ensured compliance with legal, security, and data-protection requirements.
- Supported operational improvements through data analysis and workflow refinement, enhancing overall service efficiency.
CUSTOMER SERVICE REPRESENTATIVE
Teleperformance (Lloyds Banking Group)
Glasgow
02.2023 - 09.2023
- Provided high-quality customer service via telephony and email, ensuring customer satisfaction.
- Utilised CRM tools to maintain accurate records, enhancing operational reporting accuracy.
- Met quality assurance and handling-time targets by resolving issues efficiently.
SALES MANAGER – MULTI-SITE OPERATIONS (378 FTE)
Airtel Network Limited
Lagos
12.2021 - 11.2022
- Led teams across multiple regions, achieving revenue, customer acquisition, and service performance targets.
- Built and managed key client relationships, aligning commercial objectives with service delivery.
- Delivered business intelligence insights to inform strategic planning and enhance operational improvement.
- Trained and coached 378 staff, improving capability, engagement, and retention.
REGIONAL DISTRIBUTION MANAGER – MULTI-REGION OPERATIONS (716 FTE)
Airtel Network Limited
Lagos
04.2020 - 12.2021
- Directed multi-site operations to enhance mobile-money and financial-inclusion services across multiple regions.
- Built strategic partnerships with financial institutions and super-agents, expanding service reach and increasing user adoption.
- Led transformation initiatives including onboarding redesign, service-journey optimisation, and product enhancement.
- Delivered executive-level presentations and reporting, influencing senior stakeholders and driving long-term collaboration.
- Managed operational risks, implemented robust controls, and ensured compliance across all regions.
AREA SALES MANAGER (276 FTE)
Airtel Network Limited
Lagos
09.2008 - 04.2020
- Led 276 field and specialist staff, fostering alignment and driving performance and engagement.
- Managed multi-channel sales operations, enhancing customer acquisition and facilitating market growth.
- Analysed market intelligence to shape strategy and drive operational improvements.
Education
Postgraduate Diploma - Management
University of Calabar
NigeriaBachelor of Science - Agricultural Economics
University of Calabar
NigeriaSkills
- Performance Delivery
- Operational Leadership
- Client Relationship Management
- Continuous Improvement
- Risk and Governance
- Reporting & Insight
- Cross-Functional Collaboration
- Contact Centre Technology
- CRM systems
- Workforce tools
- Microsoft 365
- People Leadership
- Global experience
Languages
English
Interests
- Swimming
- Photography
- Singing
Timeline
TEAM MANAGER – SERVICE DELIVERY OPERATIONS
Teleperformance (Department of Work and Pension)
10.2024 - Current
PENSION ADMINISTRATOR – SERVICE OPERATIONS
Teleperformance (Scottish Widows - LBG)
09.2023 - 10.2024
CUSTOMER SERVICE REPRESENTATIVE
Teleperformance (Lloyds Banking Group)
02.2023 - 09.2023
SALES MANAGER – MULTI-SITE OPERATIONS (378 FTE)
Airtel Network Limited
12.2021 - 11.2022
REGIONAL DISTRIBUTION MANAGER – MULTI-REGION OPERATIONS (716 FTE)
Airtel Network Limited
04.2020 - 12.2021
AREA SALES MANAGER (276 FTE)
Airtel Network Limited
09.2008 - 04.2020
Postgraduate Diploma - Management
University of Calabar
Bachelor of Science - Agricultural Economics
University of Calabar