Sandra Chinazor Eze
Operational Delivery Team Lead, Disability Services @Department for Work and Pensions (DWP)
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WORK HISTORY
Operational Delivery Team Lead, Disability Services @Department for Work and Pensions (DWP)
Lead and manage a team of Case Workers delivering alternative format communications, ensuring customers receive information in accessible formats.• Act as the operational interface between frontline teams, senior leaders, and wider stakeholders, translating policy updates and departmental priorities into clear operational guidance that enables consistent, customer-focused service delivery.• Lead colleagues through organisational and process change, supporting the team to adapt confidently to new systems, procedures, and service expectations while maintaining operational performance.• Supported the transition from manual processes to digital workflows, championing the change within the team and helping colleagues build confidence in adopting new systems and digital tools.• Drive continuous improvement within alternative format processing by identifying more efficient ways of working that improve accuracy, reduce duplication, and enhance the customer experience.• Build an inclusive team culture focused on accountability, collaboration, and continuous improvement, ensuring colleagues feel supported, engaged, and empowered to deliver high-quality services.• Manage key people management responsibilities including performance reviews, development planning, attendance management, and wellbeing support, addressing risks to performance while maintaining a supportive working environment.• Champion equality, diversity, and inclusion in service delivery, ensuring communications meet accessibility standards and support the needs of vulnerable customers across Disability Services.
EDUCATION
Enugu State University of Science and Technology
Bsc, Sociology and Anthropology
The Manchester Metropolitan University
Msc, Business Analytics
ABOUT SANDRA CHINAZOR EZE
Operational Delivery Team Leader driving service improvement and digital transformation in public sector environments. I specialise in translating operational insights into practical improvements that strengthen service delivery, empower teams, and ensure accessible services for customers with additional needs.I currently serve as Operational Delivery Team Lead within Disability Services at DWP, where I lead a team delivering accessible communications for customers who require information in alternative formats. My focus is on maintaining high-quality service delivery while ensuring customers receive information in ways that respect their needs, independence, and dignity.A key part of my role involves acting as the operational interface between frontline teams, senior leaders, and wider stakeholders, ensuring operational insights inform decision-making and that teams understand new processes, system updates, and service expectations. I support colleagues through organisational change, helping teams adapt to new ways of working while maintaining service quality.I also supported the transition from manual processes to digital workflows, helping introduce the new system and supporting colleagues as they adapted to the change while maintaining continuity of service.Alongside operational leadership, I bring experience in project support, stakeholder engagement, and service improvement. As a Works Support Officer at Places for People, I coordinated operational support activities including scheduling, performance tracking, and supporting teams to meet delivery milestones.My background includes project management, business analysis, governance and compliance, stakeholder engagement, and data-informed decision-making. I have experience with Microsoft 365 (Excel, Power BI, SharePoint), Salesforce, and JIRA, and have worked within Agile and Waterfall delivery environments.I hold an MSc in Business Analytics alongside training in Project Management and Business Analysis, enabling me to combine analytical thinking with practical operational leadership.I am passionate about inclusive leadership, accessible service design, and continuous improvement, and I thrive in environments where collaboration and innovation drive meaningful impact.
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