ALAA A. ISMAL
Abu Dhabi,UAE
Summary
Results-driven Operations Manager (Healthcare & Multi-Sector) with proven experience across the UK and UAE, specializing in service delivery, safeguarding, regulatory compliance, and operational performance improvement. Demonstrated success in managing teams, improving service quality, and driving client satisfaction and service growth (70% increase in service users). Certified Safeguarding Lead with strong expertise in regulated environments, KPI management, and quality assurance.
Overview
12
12
years of professional experience
1
1
Certification
Work history
Operations Manager
Centre Care Agency
London
04.2021 - 04.2026
- Lead full operational management of healthcare service delivery across care packages
- Manage and supervise a team of 8 staff, including recruitment, onboarding, and performance management
- Act as Safeguarding Lead, ensuring compliance with regulatory standards and protection frameworks
- Contributed to 70% growth in service users, improving overall business performance
- Improved client satisfaction through enhanced service delivery and communication
- Maintained strong compliance ratings through audits, risk assessments, and quality assurance processes
- Developed and implemented KPI frameworks to monitor and improve operational performance
- Managed financial reporting, cost control, and operational efficiency initiatives
- Built strong relationships with families, stakeholders, and regulatory bodies
Business Manager
Trendy Boutiques
Abu Dhabi
09.2015 - 10.2019
- Managed daily business operations, financial performance, and team supervision
- Delivered revenue growth by improving operational efficiency and customer experience
- Led staff to achieve sales targets and operational KPIs
- Strengthened stakeholder and supplier relationships
Claims & Complaints Handler
Telecommunications Regulatory Authority
Abu Dhabi
12.2015 - 03.2017
- Managed complex complaints in a regulated environment ensuring resolution and compliance
- Delivered high standards of customer service and regulatory support
Quality Analyst
New Asurion
London
08.2014 - 07.2015
- Developed and implemented quality assurance frameworks
- Identified service gaps and recommended improvements
Education
BSc - Biomedical Science
University of Wales Institute Cardiff
Cardiff, UKLevel 5 Operations Management Apprenticeship - Level 5 APPRENTICESHIP in Healthcare
BPP Lyceum Education Group
LondonSkills
- Healthcare Operations Management
- Regulatory Compliance & Governance
- Safeguarding Leadership (Certified Lead)
- KPI Development & Performance Improvement
- Workforce Planning & Team Leadership
- Risk Assessment & Quality Assurance
- Stakeholder & Client Relationship Management
- Continuous Improvement Strategies
Certification
- Certified Safeguarding Lead
- PRINCE2 Project Management
- Healthcare Quality Management
- Patient Safety Training
- Health & Safety Certification
LANGUAGES
English (Fluent)
Arabic (Fluent)
Somali (Fluent)
ADDITIONAL INFORMATION
- Experience across UK and UAE markets
- Strong background in regulated healthcare environments
- Available for immediate opportunities within the UAE
Timeline
Operations Manager
Centre Care Agency
04.2021 - 04.2026
Claims & Complaints Handler
Telecommunications Regulatory Authority
12.2015 - 03.2017
Business Manager
Trendy Boutiques
09.2015 - 10.2019
Quality Analyst
New Asurion
08.2014 - 07.2015
BSc - Biomedical Science
University of Wales Institute Cardiff
Level 5 Operations Management Apprenticeship - Level 5 APPRENTICESHIP in Healthcare
BPP Lyceum Education Group