Emma DoyleED
Open to opportunities

Emma Doyle

@emmadoyle

Dynamic senior operations leader with expertise in strategic service delivery.

United Kingdom

What I'm looking for

I am looking for a role that challenges me to innovate and lead teams towards operational excellence while fostering a collaborative and growth-oriented company culture.

I am a dynamic and results-driven senior operations leader with over a decade of progressive experience in the UK energy sector. My expertise lies in strategic service delivery, complaint resolution, and team leadership, where I have consistently delivered operational excellence aligned with KPIs and regulatory standards. I am trusted by clients and senior stakeholders for my integrity, innovation, and executional precision.

Throughout my career, I have successfully managed client relationships and led high-performing teams. At Sigma Connected, I spearheaded initiatives that improved client KPIs and streamlined processes across departments. My ability to develop KPI frameworks and quality assurance processes has been instrumental in driving performance and ensuring compliance with regulatory requirements.

My commitment to continuous improvement and data-driven reporting has allowed me to present actionable insights to C-suite stakeholders, enhancing decision-making and operational efficiency. I am passionate about coaching and developing teams to achieve their best, and I thrive in environments that challenge me to innovate and excel.

Experience

Work history, roles, and key accomplishments

SC

Digi Team Manager

Sigma Connected

Oct 2021 - Dec 2022 (1 year 2 months)

Turned around underperforming team KPIs through targeted training, complaint management practices, and workflow redesign. Managed dual-channel workload (emails & SARs), ensuring compliance with regulatory deadlines and delivering department-wide complaint training.

SC

Service Delivery Manager

Sigma Connected

Jan 2023 - Present (2 years 5 months)

Acted as primary client liaison, ensuring strategic alignment with evolving operational priorities. Championed complaint tracking innovation, scaling a process across departments, leading to improved client KPIs. Delivered weekly performance reviews to clients, identifying blockers and driving resolution initiatives.

PE

Complaints Team Leader

People’s Energy

May 2021 - Present (4 years 1 month)

Proposed and launched a new complaints team to address an unresolved backlog and enhance customer experience. Delivered tailored training to new agents and managed third-party outsourcers, quality feedback, and onboarding. Led continuous improvement workshops and provided analytical complaint reporting to senior leadership.

SC

Digi Team Manager

Sigma Connected

Oct 2021 - Present (3 years 8 months)

Turned around underperforming team KPIs through targeted training, complaint management practices, and workflow redesign. Managed dual-channel workload (emails & SARs), ensuring compliance with regulatory deadlines. Delivered department-wide complaint training and implemented continuous improvement routines.

PE

Senior Complaints Analyst

People’s Energy

May 2019 - Present (6 years 1 month)

Owned the complaints function for the business, including CEO/ombudsman escalations and regulatory reporting. Conducted monthly root cause analysis, advised on policy changes, and trained staff on best practices. Presented data-driven insights to C-suite stakeholders and authored OFGEM monthly/quarterly reports.

BG

Customer Operations Specialist

British Gas

Jul 2016 - Mar 2019 (2 years 8 months)

Managed complex customer service and complaint cases during off-peak hours. Appointed Complaint Champion, trained new hires, and consistently met KPI targets while assisting vulnerable customers.

Education

Degrees, certifications, and relevant coursework

IB

Institute of Banking

Loans Financial Examination, Finance

Completed a comprehensive financial examination focused on the principles and practices of loan management. Gained in-depth knowledge of lending regulations and financial analysis.

NS

Naas IT & Office Skills

FETAC Level 5, Information Technology and Office Administration

Achieved FETAC Level 5 certification, demonstrating proficiency in information technology and essential office administration skills. Developed practical competencies relevant to modern office environments.

CS

Curragh Post Primary School

Leaving Certificate, Secondary Education

Successfully completed secondary education, earning the Leaving Certificate. This qualification covered a broad curriculum across various academic subjects.

CS

Curragh Post Primary School

Junior Certificate, Secondary Education

Completed the junior cycle of secondary education, obtaining the Junior Certificate. This foundational qualification provided a comprehensive introduction to core academic disciplines.

Tech stack

Software and tools used professionally

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Emma Doyle - Team Manager - Sigma Connected | Himalayas