Karishma Patel: Collaborating to Build Trust
For Karishma Patel, Operations Manager at Metroline’s Willesden Garage in Europe, collaboration is the key to unlocking better outcomes, stronger teams, and a more engaged workplace.
Creating a space where people feel heard is at the heart of what I do. When staff know that their input matters, they’re more likely to speak up – and that’s how we find solutions that actually work.
That mindset has helped Willesden become one of the top-performing garages in the Metroline network. From drivers and engineers to supervisors and controllers, Karishma has built a culture of trust and mutual respect where collaboration and ideas can flourish. “The pride everyone takes in the garage is real,” she adds. “You can feel it.”
She points to Willesden’s strong results as proof that teamwork and collaboration is the foundation to a good working environment.
Every team member – drivers, supervisors, controllers, engineers, and the management team – shares a genuine commitment to respect, trust, and mutual support. That shared mindset creates a positive working environment where people feel valued, motivated, and driven to contribute to the garage’s success.
Turning Challenges into Opportunities
Part of her role involves stepping outside her usual scope – and she thrives on the challenge of it. Whether delivering General Data Protection Regulation (GDPR) training with a creative twist or troubleshooting operational issues mid-crisis, Karishma combines structured planning with imaginative thinking to move things forward.
She has applied the same approach to training, keeping sessions interactive and directly relevant to the daily challenges her team faces. “People stay engaged when they see real-life applications,” she explains. “For example, when training on different systems, we focus on how the tool makes our team’s workload more efficient. When staff can connect learning to their own work, they contribute more ideas and energy – and the training really sticks.”
She credits her growth to the opportunities she’s had across ComfortDelGro, and part of her ability to create collaborative teams is due to her exposure to different working styles across multiple Metroline garages. “Professionally, I’ve stepped far outside my comfort zone – leading projects, delivering training, and supporting digital transformation. Personally, I’ve become a more empathetic leader, able to connect with people from all walks of life.”
Growing Together as a Team
Karishma doesn’t believe in just growing by herself – she often encourages her team to do so as well. A strong advocate for continuous learning, she makes it a point to understand each staff member’s strengths and aspirations.
It’s about giving people the right tools and the belief that they can do more. When someone feels valued, they’re naturally more driven.
She sees this as the essence of collaboration: “Through everyday conversations, you get to know people’s skills and where they want to grow. Supporting them with the right opportunities and encouragement means they feel valued and motivated – and that’s how we move forward as one team.
Her leadership style recently earned her a place on the UK Bus Awards’ shortlist for Manager of the Year. “It meant a lot – not just the recognition, but the reminder that what I’m doing has an impact,” she says. “It pushed me to keep showing up for my team, and to lead with even more purpose.”
What’s the secret to her leadership style? Creating teams that are rooted in partnership, inclusivity, and creating an environment of trust between team members.
I don’t have all the answers – and that’s the point. I rely on my team’s ideas, their energy, and their honesty. Together, we get stronger.
At ComfortDelGro, Karishma has found a place where her own personal values and the company’s purpose – Mobility for a Better Future – align. “It’s about progress, empathy, and creating a positive impact. That’s the future I want to help build.”