Khulsoom Bibi

Providing expertise, knowledge, process change analysis and delivery, within secured collections and recoveries.

• Review of 'New Entrant Induction Programme',

analysing gaps, capturing required improvements, sign off, design, delivery,

accreditation and embed.

• Observations and up skill development of existing agents to improve performance around consistency, quality assurance and customer outcomes.
• Developing and maintaining effective, strong,

collaborative relationships with Stakeholders.

• Conducting gap analysis via workshops and analysis techniques, identifying solutions,

completing process map design and operating procedure guides.

• Detailed assessment of current business processes, identifying where improvements/

alignments should be implemented, breach of regulation, remediation and unfair customer outcomes.

• Process mapping of 'As Is 'and 'To Be'

processes, to ensure appropriate customer outcomes and operational consistency.

• Communicating with the operation to ensure prepared for successful implementation, along with agreed embed activities, to include owners and accountability.