Alessandro Minciacchi

I’m an operations and client success leader with a proven track record of driving complex, cross-functional initiatives from strategy through execution in fast-paced, technology-driven environments. At Hargreaves Lansdown, I led the Service Quality & Outcomes function for Helpdesk operations (400+ FTE), improving client outcomes, risk management, and regulatory compliance while strengthening operational governance through KPIs, SLAs, and control frameworks.

I use data-driven decision-making to identify improvement opportunities from complaint trends, client feedback, and performance metrics, then translate insights into repeatable systems. I’ve run Root Cause Analysis (RCA) and thematic quality assurance across calls, emails, and chat interactions to reduce service failures and improve consistency, including initiatives that reduced upheld complaints and lowered contact-centre abandon call exposure from 40% to 10%, while also streamlining resource planning to save £1,050 per week. I bring a relationship-led leadership style—coaching Helpdesk professionals and partnering across IT, Operations, Product, and Risk to resolve complex client issues, strengthen control environments, and deliver measurable results.