Azad Shergill — Operations & Transformation

I build systems that perform — and people who own them.

Most operations problems look like process problems. They're usually people problems. Most AI problems look like technology problems. They're usually deployment problems. Twenty years in banking and BPO operations taught me to find the structural cause, not the visible symptom.

At Barclays, I've led capacity programmes that freed 50 seats without touching service levels, built an AI assistant agent for frontline decision support inside a compliance-driven environment, and designed performance frameworks that create ownership rather than just measurement.

What I've built

Capacity optimisation — 50 seats

Removed 50 seats from a high-volume operation without service level impact. Data-driven, demand-aligned, structurally sound.

AI deployment in a regulated environment

Built a Microsoft Copilot-based assistant for real-time frontline decision support. Reduced handle time. Improved first contact resolution. Human oversight by design.

App-based operational solution — 14 FTE saved

14 FTE savings through cross-skill enablement and MS Excel macro automation. Process redesign that removed manual effort at the task level.

Performance governance

Frameworks that created accountability at every level — not just measurement of outcomes, but ownership of them.

Team development — full lifecycle

Hiring, Academy-linked training design, structured coaching, performance recovery. The team that owns its outcomes is the intervention that compounds.

Areas of focus

01

Operations leadership

The structural decisions that make a business perform consistently — not the quarterly fix, the durable change.

02

AI in regulated environments

How AI is actually deployed in environments where getting it wrong has a visible cost. Human oversight is not a limitation. It is an architectural decision.

03

People development

How people grow inside systems — individually and in relation to each other. The culture that creates ownership is never accidental.

04

Systems thinking

The preference for structural cause over visible symptom. The intervention that looks good in a quarterly review and the one that compounds over three years are rarely the same thing.

05

Perspective

Markets. Sport. The patterns in how consequential decisions get made. Binary outcomes and clear signals — the same thing that makes operations interesting makes other domains interesting too.

Get in touch

If you want to talk — about operations, AI deployment, or anything in the areas above.

azad@arizzgoat.com → linkedin.com/in/azad-shergill →