Khulsoom Bibi

Operations Manager

Talent

Manchester, ManchesterMember since 19 October 2023

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About

Managing Director • Leadership • Operational Management • Strategy • Budget Management • Process Improvement • Recruitment • Training & Staff Development • PerformanceManagement • Financial Services

→ I am an accomplished Senior Manager with 15 years of diverse financial services industry experience and a track record of driving optimal standards of quality and efficiency via motivational leadership, astute strategic planning and robust operational management.

→ I bring proven skills in budget management, quality assurance, performance management, recruitment, training and staff development, change management, client engagement and ensuring regulatory compliance.

→ I am adept in identifying and realising opportunities for process improvement, building elite teams and empowering senior decision-makers via high-quality MI, insightful data analysis and clear reporting.

→ I am a dedicated, adaptable and resilient leader with a proactive, analytical and results-driven approach. I am renowned for rapidly delivering pragmatic solutions to complex challenges and establishing harmonious, enduring and productive relationships with internal and external stakeholders.

Experience

Managing Director 2022 -Present

Established and held comprehensive operational management responsibility for this successful bistro takeaway.
This includes accountability for team leadership, strategic development, budget management, quality assurance, performance management, risk management, health and safety, recruitment, training, and staff development.
Defined and implemented effective policies and procedures and built an efficient, customer-focused team.

Customer Home Assistance Operations Manager (Core, Litigation, Vulnerable & Buy to Let) 2013 - 2022

Held end-to-end leadership responsibility for the Buy to Let and Litigation teams.
Established an exceptionally high-performing team via astute recruitment, effective training, targeted coaching and mentoring and robust performance management.
Drove ongoing quality and efficiency gains whilst reducing costs via identifying and realising opportunities for process and performance improvement.
Built and maintained positive and productive relationships with a range of key cross-functional stakeholders, includingsolicitors.
Provided rigorous oversight to ensure full compliance with all relevant legal and regulatory requirements, including FCA requirements and ensuring responsible lending.
Guided senior-level decision-making via the provision of MI, qualitative and quantitative research, data analysis andreporting.
Provided a wide variety of strategic and operational support to Assistant Vice Presidents on a diverse range of complexprojects.
Completed a holistic review of BTL strategies.
Partnered with the Customer Outcome team, all opportunities to drive positive customer outcomes were identified and leveraged, particularly regarding vulnerable customers.
Member of the UKRB Women’s Initiative network.
Completed the Barclays STAR and Leadership Excellence program.
General insurance complaints handling.
Managing complaints around liability and repairs with properties passed over to Touchstone Solicitors.

Team Leader (High Volume Telephony) 2008 - 2013

Led and developed a team within the Collections department and held responsibility for supporting strategic decision-making, performance management and contributing to the planning and delivery of a wide range of projects.
Liaised and collaborated with stakeholders at all levels of seniority across the group.
Project managed a significant Collections and Recoveries recruitment event, sourcing over 70 staff within a five-weekperiod.
Continually identified opportunities to enhance performance and customer support and led the planning and execution of aligned change initiatives.
Designed and spearheaded an Olympics-themed incentive, driving significant performance improvements whilst establishing a fun and engaging environment across the Collections and Recoveries department.
Exceptional performance recognised by the Best Team Leader award.
Built, maintained, and continually developed a strong standard of team performance and a collaborative, supportive and goal-oriented culture.
Managed PPI claims and complaints alongside the customer outcome team for unsecured collection at its peak in 2012.