About Chera
I am an experienced Operations and Service Delivery professional with a strong track record supporting mission driven organisations, charities, and growing businesses to move from operational pressure to clarity and control.
I specialise in fixing what is not working behind the scenes. This includes streamlining processes, stabilising service delivery, improving staff retention, building practical systems, and supporting leaders who are stretched and need reliable operational support they can trust.
My background spans national service delivery, multi team coordination, change management, and operational leadership within complex environments. I have led service redesigns, introduced triage and workflow systems, improved performance reporting, and supported organisations through periods of growth, transition, and constraint.
Clients typically engage me when they need:
• Structure and accountability across operations
• Clear processes that staff actually use
• Calm, experienced leadership during change
• A trusted partner who can diagnose issues quickly and deliver practical solutions
I work best with organisations that value purpose, people, and impact, and I bring a steady, hands on approach that balances strategy with execution.
My goal is simple: to help organisations operate better, lead with confidence, and deliver consistently without burning out their teams.
English
Native or bilingual
Remote only
Primarily works remotely
Experience
- TaxAidOperations ManagerCIVIC AND SOCIAL ORGANIZATIONSJuly 2024 - August 2025 (1 year and 2 months)London, United Kingdom• Lead service delivery oversight, ensuring alignment with service level agreements and regulatory standards.• Developed and embedded comprehensive business continuity procedures across service operations.• Fostered a culture of continuous improvement by actively incorporating frontline feedback into operational strategies.• Provided targeted training on process improvements, helpline management, and customer care excellence.• Implemented streamlined operational processes that significantly improved staff engagement and satisfaction, helping to reduce historically high staff turnover rates.• Strengthened collaboration between management and frontline teams, creating a more supportive and structured work environment.
- Mercy Corps EuropeOperations ManagerCIVIC AND SOCIAL ORGANIZATIONSFebruary 2023 - June 2024 (1 year and 4 months)London, England, United Kingdom• Provided strategic and operational oversight across all Mercy Corps Europe (MCE) offices, including London, Edinburgh, Brussels, Geneva, and The Hague.• Led major strategic projects, including a London office relocation, the closure of the Geneva office, and the opening of a new continental office in Brussels.• Managed the European Travel Team, ensuring seamless travel operations for urgent and emergency deployments, critical to supporting Mercy Corps' rapid response activities.• Co-ordinated business continuity plans for European offices, ensuring readiness, risk mitigation, and operational resilience.• Worked closely with the Executive Team to organise and coordinate quarterly in-person leadership meetings across three European offices, overseeing all travel, accommodation, and logistical arrangements.• Partnered with executive leadership to align operational support with strategic objectives, contributing to organisational resilience and regional growth.• Oversaw supplier and vendor relationships, including insurance, facility management, and operational services, driving cost efficiencies and service improvements.• Drove sustainability initiatives across European offices, reducing carbon footprint and promoting greener workspaces.
- Disability Resource Centre,Customer Service & Operations ManagerMay 2021 - February 2023 (1 year and 9 months)Dunstable, UK• Served as the face of the Disability Resource Centre, acting as the primary point of contact for funders, service users, and external stakeholders.• Worked closely with funding agencies, preparing and presenting detailed monthly and quarterly reports that demonstrated the impact of funding/grants and organisational effectiveness.• Analysed service data and presented findings to agencies and stakeholders to ensure transparency, accountability, and continued funding support.• Collaborated with colleagues to develop and implement new community initiatives, including the establishment of a Warm Hub in a deprived area, offering vital support services to vulnerable residents.• Delivered passionate and compelling presentations to funders, showcasing the organisation's commitment to assisting vulnerable clients and strengthening community impact.• Led operational management across service delivery teams, CRM development projects, and facility operations to ensure smooth, compliant, and high-quality service provision.• Implemented staff development and engagement strategies, achieving notable improvements in morale, performance, and staff retention.
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Education
- Certificate in Understanding Environmental SustainabilitySkills Network2024Certificate in Understanding Environmental Sustainability
- Certificate in Sustainable InvestingCandriam Academy2023Certificate in Sustainable Investing