maurizio mallia

Open to Head of Customer Service, Head of Call Centre Operations, VP Customer Operations, and Customer Transformation leadership roles across the UK and EMEA. Immediately available. I’m a people-first Customer Operations and CX leader with 20+ years of international experience across FinTech, Mobility, BPO, Financial Services, and Telecoms in the UK, Europe, and India. I specialise in transforming customer operations, improving service performance, reducing cost-to-serve, and leading high-performing contact centre and BPO environments through growth, change, and operational pressure Key Achievements: ⚙️ Across start-ups, scale-ups, enterprise, and PE-backed businesses, I have: • Improved NPS, CSAT, FCR, retention, and complaint resolution • Reduced operational cost through AI, automation, self-service, and BPO optimisation • Built and scaled multi-site customer operations across the UK, Europe, and offshore environments • Led customer transformation programmes in regulated and high-growth businesses 📈 Recent outcomes include: • 20% reduction in cost-to-serve through AI and BPO transformation • NPS improvement from 25 to 50 within six months • Complaint reduction from 12% to under 5% • First Contact Resolution improvement from 55% to 70% Known for combining operational delivery with calm, people-first leadership. “Maurizio is a people-focused leader with an unbiased view on problems and totally focused on doing the right thing for all involved.” — Davinder Judge, Barclaycard