Khulsoom Bibi

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.

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. 

LCCI Level 5 Certificate in Teaching English as a Foreign Language, Pearson (2015 – 2016)

BA (Hons) Sociology, Manchester Metropolitan University (2003 - 2007)

A-Levels: English Language, Media Studies, Information Communication Technology & Sociology,

Loreto College Manchester (2000 - 2002)

NVQ Level 3 Team Leader, Barclay (2009)

LCCI Level 5 Certificate in Teaching English as a Foreign Language, Pearson (2015 – 2016)

BA (Hons) Sociology, Manchester Metropolitan University (2003 - 2007)

A-Levels: English Language, Media Studies, Information Communication Technology & Sociology,

Loreto College Manchester (2000 - 2002)

NVQ Level 3 Team Leader, Barclay (2009)

LCCI Level 5 Certificate in Teaching English as a Foreign Language, Pearson (2015 – 2016)

BA (Hons) Sociology, Manchester Metropolitan University (2003 - 2007)

A-Levels: English Language, Media Studies, Information Communication Technology & Sociology,

Loreto College Manchester (2000 - 2002)

NVQ Level 3 Team Leader, Barclay (2009)