Vishal Bhuwanee

I am a highly motivated and results-oriented manager with extensive experience across both public and private sectors, adept at navigating and excelling within regulatory environments at senior levels. My career includes significant contributions to start-up organisations, such as the Electoral Commission, where I played a crucial role in establishing and maintaining compliance with regulatory standards.

I have a proven track record of delivering exemplary service to a diverse range of stakeholders, from MPs and Chief Executives to frontline staff and customers. My expertise in leading investigations of complaints for several years has honed my ability to swiftly identify issues using an evidence-based, problem-solving approach. I leverage lessons learned to drive service improvements and enhance the overall customer experience.

The Open University, Student Casework Manager, Remote (Oct 2021 - Present)

• Manage appeals, fitness to practice, complaints, and misconduct procedures.
• Act as link officer with the regulator.
• Handle confidential queries, investigate cases, and collaborate with university offices.
• Enhance student experience by identifying service improvements from case analysis.
• Advise university staff on student policies and regulations.

• Led development and rollout of Customer Relationship Management system.
• Managed Census 2021 data gap analysis project.
• Advised the Chief Executive on managing large data loads.

• Oversaw all complaints, including statutory complaints for Children and Vulnerable Adults.
• Managed 40 officers and provided strategic direction.
• Developed customer-centric policies to improve service delivery.
• Investigated and resolved last stage and Ombudsman complaints for London’s largest council.

• Managed impairment issues and prepared cases for Panel hearings.
• Collaborated with various regulatory stakeholders.
• Reviewed complex complaints and enhanced triage standards.
• Investigated high-level concerns and provided recommendations.

• First compliance officer, executed the Commission’s first criminal prosecution.
• Investigated complaints against MPs and political parties for electoral law breaches.
• Managed risk and set up voluntary codes of practice.
• Provided training on PPERA and supported international election observations.

Completed IIA (internal audit) 2005.