Hassan Alia

Experienced operations professional with over 14 years of experience in multi-site operational leadership and customer service management, expert in continuous improvement and performance analytics. My key achievements include optimizing operational budgets resulting in a 20% reduction in OPEX and leading cross-functional teams to achieve a 30% enhancement in team productivity. Seeking a managerial position at Lancashire County Council, where I bring my operational leadership and regulatory compliance skills to support your mission of providing high-quality care services with dignity and respect.

Customer Journey & Operations Manager - Halo Arc Ltd

(2024-03)

• Multi-Site Leadership: Direct regional operational execution across multi-site facilities, managing site managers and supervisors to drive operational excellence and service delivery.
• Financial & Resource Management: Monitor daily OPEX expenditure and resource allocations, executing efficiency initiatives that reduced operational waste and optimized deployment costs.
• Performance & SLA Management: Benchmark and analyze core KPIs across all operational touchpoints; introduced corrective action plans that elevated team productivity and service standards.
• Continuous Process Redesign: Champion continuous process redesign to streamline customer journeys and eliminate field bottlenecks, leading cross-functional teams to resolve operational bottlenecks.
• Governance & Compliance: Oversaw regulatory and operational compliance frameworks, preparing high-level performance and risk reports for senior executive stakeholders.

Customer Relations Manager - HomeServe UK

(2021-01 - 2024)

• Coordinated Complex Escalations Oversight: Managed high-risk, complex customer escalations, collaborating with senior technical and field teams to drive empathetic and effective service recovery.
• Analyzed Root-Cause Analysis & Prevention: Analyzed complaint trends and operational service failures, implementing targeted process revisions that mitigated recurring issues.
• Assured Regulatory Compliance: Assured strict adherence to FCA and GDPR regulations within a heavily regulated customer-service framework.

Operational Support & Dispatch Agent - HomeServe UK

(2019-01 - 2021)

• Managed real-time field operations and engineer dispatch to ensure seamless service continuity and minimize operational delays.
• Coordinated with external contractors and internal departments to enforce strict turnaround times and maintain service commitments, applying problem solving to resolve service interruptions.

Customer Service Advisor (Gas & Plumbing) - HomeServe PLC UK

(2016-01 - 2019)

• Supervised inbound customer requests, claim dispatches, and emergency calls within time-sensitive operational parameters.
• Evaluated claim liabilities and negotiated cost allocations with third-party service providers, delivering cost-conscious solutions.

Quality Control & Operations Checker - Accrol Papers UK

(2013-01 - 2014)

• Conducted systematic plant inspections, managing adherence to rigorous safety, quality control, and compliance standards.

Area Inventory Team Leader - RGIS UK

(2010-01 - 2014)

• Area Team Leadership: Mobilized and supervised multi-site operational audit teams of 5 to 55 staff members across major national retail clients.
• Performance & SLA Delivery: Monitored site productivity, data reconciliation, and inventory accuracy, delivering against aggressive deadlines.

Top-up MBA - Finance & Management - Finance and Business Management School (FMBS), UK (2013 - 2013)

PG Diploma - Finance & Business Management - Finance and Business Management School (FMBS), UK (2012 - 2012)

Bachelor of Commerce (B.Com) - Federal University, Pakistan (2010 - 2010)

Diploma of Associate Engineer - Electrical - Sindh Board of Technical Education (SBTE), Pakistan (2010 - 2010)