Jacob Ignatius
Manchester,United Kingdom
Summary
A result oriented operations management professional with experience in leading large & diverse teams across multiple geographies, with over 18 years of experience in Customer Service, People Leadership, and Stakeholder Management across high-paced, customer-centric environments. Responsible for end-to-end requirement gathering, planning, implementation of projects and final hand off to operations for day-to-day execution. Responsible for overall quality along with improvement projects & automation requirements to ensure uninterrupted & ever efficient business operations. Proven track record of career progression, having advanced from frontline roles to senior leadership within a decade. Led a team of 280 FTEs, including 2 Managers and 12 Team Leads, driving performance, engagement, and service delivery excellence. Renowned for cultivating high-performing teams, enhancing customer satisfaction, and implementing strategies that align with organisational goals and deliver measurable results. Recognised with prestigious Vodafone awards, including the Global Customer Experience Hero (2017) and Vodafone HouseRED Champion (2020 & 2021) for delivering transformative improvements in customer journey design and operational efficiency. Currently working in Greater Manchester area, on Skilled Worker visa (A rating) since May 2024.
Overview
18
18
years of professional experience
4012
4012
years of post-secondary education
1
1
Certification
Work History
Business Sales
Gulf Plastics LTD
Manchester, United Kingdom
05.2024 - 04.2025
- Handled inbound sales inquiries via phone, chat or email and maintained strong client relationships for repeat business. Secured over c£60k in year from 2024 till 2025
- Prepared quotations and coordinated internally to ensure smooth execution of orders
- Managed export and import orders end-to-end, including booking shipments, documentation, and coordination with freight forwarders
- Maintained accurate CRM records, tracked sales pipeline, and followed up on potential clients and leads
- Processed customer orders and worked closely with logistics agencies for timely dispatch and delivery
- Supported with documentation, reports, and client communications
- Resolved customer issues efficiently to ensure high satisfaction and retention
- Generated sales reports and provided insights to support strategic decisions
Deputy General Manager Operations
Vodafone Intelligent Solution [VOIS]
Ahmedabad, India
04.2011 - 04.2024
- End-to-end service delivery with consistent customer engagement, focusing on CXX, KPIs, KRAs and improving overall customer journeys
- Maintain a consistent relationship with all internal & external stakeholders based out of UK, Egypt and India
- Ability to manage large scale ramp ups & site level go lives for expansion plans
- Manage head count in line with requirement & maintain an attrition level under organization target
- Responsible for succession planning & appraisals for all employees
- Supporting & implementing improvement efforts across multiple lines of work
- Perform timely performance reviews with direct reports & represent for the reviews with the client
- Ensure appropriate & timely responses to any customer escalations & take appropriate actions
- Lead and review operational performance for the team regularly against the defined objectives and plan corrective actions accordingly to ensure the organizations timely delivery of services in accordance with the Service Level Agreements and relevant processes and policies including leading and reviewing Customer Facing Support Activities
- Provide relevant support and interface with internal partners and stakeholders as required to resolve escalations and queries, manage the operational relationships
- Lead and/or support external/internal audits, identify and control risk and drive incident investigations
- Ensure adherence and compliance with the Code of Conduct, Policies and ISO standards across the organisation
- Set annual goals and clarify expectations, provide regular feedback and conduct performance appraisals, reward and discipline employees
- Provide mentoring, guidance, training and feedback to team members to support long term career development of key talent
- Provide opportunities for learning and self-development to build capability of the team and ensure competency in performance
- Support the development of a high-performance culture within teams promoting continuous learning and focusing on meeting / exceeding customer needs / expectations
- Identify training and learning opportunities focused on building capability of the team
Manager – Human Resources
StemCyte India
Ahmedabad, India
07.2010 - 03.2011
- Managing all HR related activities for the company of 100+ employees, including payroll
- Increased employee satisfaction by implementing comprehensive staff development programmes.
- Improved internal communication channels, fostered transparency throughout the organisation.
- Handled grievance procedures efficiently to uphold workers' rights and wellbeing.
- Streamlined recruitment processes for improved efficiency and effectiveness.
Guest Services Agent
Kingfisher Airlines
Ahmedabad, India
11.2006 - 06.2010
- Airport handling which includes Guest's service functions and interaction with Guests
- Government of India certified Load and Trim officer and Aviation Security officer
- Handling departure control system
- Ramp & Aircraft turnaround functions
Education
Advance Diploma in Computer Programming - Computer Programming
CDAC-
Master of Commerce - Accountancy
HLCC-
Skills
- Business Process Outsourcing
- Operations Excellence
- Global Service Delivery
- Business Process Improvement & automation's
- Digital strategies & transformation
- Customer Experience management
- People management
- Advanced MS office suite, Power BI
- Performance metrics evaluation
LinkedIn Profile
https://www.linkedin.com/in/jacob-ignatius-91bbb215b
Languages
English
Proficient (C2)
Hindi
Native
Gujarati
Native
Malayalam
Native
Certification
Six-Sigma White Belt,
ITIL Foundation Level - APMG,
Load Control Officer - Licensed for Airbus A319, A319CJ, A320, A321, A340, A350
DGCA certified 4 Baggage ScreenerAccomplishments
Global Customer Experience Hero (2017)
Vodafone HouseRED Champion (2020 & 2021)
References
References available upon request.
Timeline
Business Sales
Gulf Plastics LTD
05.2024 - 04.2025
Deputy General Manager Operations
Vodafone Intelligent Solution [VOIS]
04.2011 - 04.2024
Manager – Human Resources
StemCyte India
07.2010 - 03.2011
Guest Services Agent
Kingfisher Airlines
11.2006 - 06.2010
Advance Diploma in Computer Programming - Computer Programming
CDAC-
Master of Commerce - Accountancy
HLCC-
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