Hannah Abbas-Lodge

Operations Manager @Pilot Group Ltd

Manchester, GB

Built and led two operational teams, designing SMART goals, career progression plans, and resource allocation to maximise efficiency.Eliminated customer complaints through proactive query handling, root cause analysis, and new complaint procedures.Introduced and implemented Zendesk and simPRO, cutting average response times by 43% and transitioning to paperless systems; empowering customer self-service via knowledge base, self-service portal and AI chatbots.Scoped, tested, and rolled out new systems and processes, reducing costs and avoiding additional headcount despite portfolio growth.Implemented CSAT tracking, consistently exceeding 75% satisfaction targets by proactively implementing solutions through root cause analysis.Retained key contracts and contacts by building strong client, subcontractor and supply chain relationships. Built up a network of subcontractors to cover the UK Mainland and NI.Contributed to business strategy as a member of the Senior Leadership Team, influencing pricing, contracts, and defining service and optimisation strategy.Managed compliance and accreditations (ISO 9001, SafeContractor), embedding a culture of continuous improvement.Established a Managers’ Forum to promote continuous learning, build high-performing teams, and create a peer support network for people managers, improving collaboration and leadership capability across the business.

University of Leicester

Master’s Degree, Mathematics