Karim Gharib-Ibrahim
Colchester
Summary
Operations leader with over 10 years’ experience delivering operational excellence, performance improvement and change across Royal Mail delivery and processing operations. Proven track record of embedding operational standards, coaching managers, leading continuous improvement and improving operational performance in complex, unionised environments. Experienced in Lean thinking, structured problem solving, performance management, stakeholder engagement and data-driven decision making. Strong knowledge of end-to-end operational processes, resource planning, Health & Safety and Quality of Service improvement. Currently completing the Chartered Manager Degree Apprenticeship (Level 6), having successfully completed Level 5 with Distinction.
Overview
11
11
years of professional experience
3
3
years of post-secondary education
Work history
Customer Operations Lead
Royal Mail
Braintree, Essex
2025.10 - 2026.07
- Took over difficult office with behaviour and performance challenges and started rebuilding standards and stability straight away.
- Coached new managers through regular one-to-one development, operational reviews and performance conversations, building leadership capability and accountability across unit.
- Supported continuous improvement activities by reviewing operational processes, identifying workflow constraints and implementing improvements to improve operational performance.
- Led Health & Safety improvement initiatives alongside Area H&S, union representatives and operational leaders, strengthening compliance, reducing operational risk and reinforcing safe ways of working.
- Used operational performance data and structured performance reviews to improve Quality of Service, premium product performance, driver safety and customer service KPIs through data-driven decision making. performance, maintaining driver safety above 97%, and ensuring SD items are delivered on time (9am/1pm) to improve customer experience.
- Supported Quality of Service improvement through operational planning, resource deployment and structured performance management across delivery unit.
Customer Operations Lead
Royal Mail
Harlow
2024.10 - 2025.10
- Worked collaboratively with CWU representatives and senior stakeholders to embed operational standards, improve behaviours and successfully support operational change within unionised environment.
- Improved scorecard from 1,175 down to 461 by streamlining operation, tightening standards, and making performance expectations clear.
- Cleared Christmas successfully through strong planning, resourcing control, and discipline around delivery standards.
- Introduced IPS and prep plan aligned to operational requirements to stabilise daily operation and reduce waste.
- Delivered 2,111 hours saved vs budget by improving efficiency, resourcing, and overall productivity.
- Dealt with difficult people cases, including dismissal cases, and helped shift behaviour across office while keeping operation running.
- Reinforced business standards to improve reliability, quality, and control.
- Used operational data, structured reviews and performance conversations to improve Quality of Service, premium product performance and operational efficiency.
Night Shift Manager
Royal Mail
Chelmsford , Essex
2020.09 - 2024.10
- Coached seven Work Area Managers through structured performance reviews, capability development and operational coaching, improving leadership effectiveness and accountability.
- Led Quality performance activity using SQCDP boards, facilitating daily performance reviews and coaching operational teams to improve quality, safety, delivery, cost and people performance.
- Reduced workplace incidents by 40% YoY, improved trust metrics by 16%, and achieved RFID loss rate of 0.70%.
- Worked with senior operational leaders to deliver effective resource planning, improve operational flow and ensure delivery against business performance objectives.
- Led continuous improvement initiatives that simplified operational processes, improved productivity and reduced operational waste through structured problem solving.
- Supported delivery units by improving sorting output and flow through structured actions and
- Led Health & Safety committee work with CWU and stakeholders, improving Safety Yearly Audit results by 4% YoY.
Parcel Lead & Shift Manager Cover
Royal Mail
Chelmsford , Essex
2018.09 - 2020.09
- Acted as Health & Safety Lead, working with operational managers, distribution, network, and CWU representatives to improve compliance, strengthen safety culture and reduce workplace risk.
- Led 3 Work Area Managers and 100+ front-line colleagues, driving safe and steady performance through clear leadership and engagement.
- Supported continuous improvement by reviewing operational workflows and implementing improvements to improve productivity and service performance.
- Developed front-line managers through coaching, operational support and performance feedback, strengthening leadership capability across shift.
- Reported key metrics to upper management for business decision-making process.
- Monitored supply levels to maintain proactive approach to handling resources shortages and maintaining dispatch schedules.
Processing Work Area Manager
Royal Mail
Chelmsford , Essex
2016.03 - 2018.09
- Used structured performance management, operational reviews and coaching to improve team performance, safety and operational standards.
- Covered late and weekend Shift Manager responsibilities during annual leave to maintain continuity and performance.
- Led Health & Safety for Chelmsford Mail Centre, supporting compliance and safer ways of working, improving Safety Audit by 4% year-on-year.
- Worked collaboratively with operational stakeholders to deliver improvements across quality, productivity and customer service performance.
Acting Manager (Collection Hub Manager)
Royal Mail
Chelmsford , Essex
2015.09 - 2016.03
- Led daily operational performance for 30 colleagues and 55 vehicles, ensuring safe, efficient and customer-focused service delivery.
- Used resource planning and operational control to deliver service targets while maintaining operational standards and customer satisfaction.
- Delivered 5 Core Collection Audit achievement through standards and control.
- Worked with CWU to implement Christmas weekend revision saving 200 hours.
Education
Chartered Manager Degree Apprenticeship (Level 6) - Management and Leadership
Corndel College London
London 2024.09 - 2027.07
PROFESSIONAL DEVELOPMENT - People Management And Leadership
CMA Learning
Chelmsford Skills
- Operational Leadership
- Continuous Improvement
- Lean Thinking
- Performance Improvement
- Process Improvement
- Resource Planning
- Coaching & Developing Leaders
- Stakeholder Management
- Union & CWU Engagement
- Health & Safety Leadership
- Quality of Service Improvement
- SQCDP Performance Reviews
- Root Cause Analysis
- Data Analysis & KPI Management
- Operational Planning
- Performance Management
- Communication & Influencing
- Change Management
Languages
Arabic
Native language
English
Fluent
Arabic
Native
Timeline
Customer Operations Lead
Royal Mail
2025.10 - 2026.07
Customer Operations Lead
Royal Mail
2024.10 - 2025.10
Chartered Manager Degree Apprenticeship (Level 6) - Management and Leadership
Corndel College London
2024.09 - 2027.07
Night Shift Manager
Royal Mail
2020.09 - 2024.10
Parcel Lead & Shift Manager Cover
Royal Mail
2018.09 - 2020.09
Processing Work Area Manager
Royal Mail
2016.03 - 2018.09
Acting Manager (Collection Hub Manager)
Royal Mail
2015.09 - 2016.03
PROFESSIONAL DEVELOPMENT - People Management And Leadership
CMA Learning