Imran Haji
Business Improvement and Systems Operations Manager @Mountain Warehouse
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WORK HISTORY
Business Improvement and Systems Operations Manager @Mountain Warehouse
London, GB
Lead end-to-end operational excellence across global Customer Care, spanning business improvement, systems operations, and resource planning• Own contact centre technology and integrations (Genesys Cloud, AI automation, ReBound, Shopify and internal tooling), ensuring stability, scalability and business alignment• Drive forecasting, capacity planning and intraday optimisation across channels to protect service levels and improve efficiency• Deliver cross-functional transformation programmes across process, systems and workflow design to remove friction and raise productivity• Build data-driven governance and reporting with BI and stakeholders, turning insight into measurable operational and commercial improvements• Develop Team Leaders and operational leads through clear standards, coaching, and performance rhythms to strengthen leadership capability
EDUCATION
The Lancaster School
Maths (B), English (A), GNVQ ICT (Distinction)
Sheffield Hallam University
Multimedia Technologies, Computing
Wyggeston and Queen Elizabeth I College
Applied ICT, eQuals Lv3 ICT, Philosophy, Film Studies
SKILLS
ABOUT IMRAN HAJI
I lead operational transformation across global Customer Care, specialising in operational excellence, systems ownership, resource planning, and data-driven performance improvement.I currently oversee Business Improvement, Systems Operations and Resource Planning, owning contact centre platforms and integrations including Genesys Cloud, AI automation, and supporting tooling. My focus is building scalable, resilient operations that improve customer experience, advisor effectiveness, and commercial performance.Highlights include leading forecasting, capacity planning and intraday optimisation, driving continuous improvement programmes end-to-end, and translating insight into measurable action through BI and stakeholder partnership.I hold a Level 5 Operations and Departmental Manager Apprenticeship (Distinction) and a Certificate of Higher Education (CertHE) in Multimedia Technologies. I’m known for structured problem-solving, calm leadership under pressure, and delivering change that sticks.Key areas: operational excellence, WFM and service delivery, contact centre systems, automation and AI, KPI frameworks, performance optimisation, stakeholder management, and continuous improvement.
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