Workabuddy

Founder

NHS England

Associate Director of Programmes & Transformation

Key responsibilities:
-	Lead the programme management, business management and communications and engagement functions of a national, multi-partner programme (between the NHS, Department of Health & Social Care, Ministry of Housing, Communities & Local Government and the Local Government Association) to support the delivery of the Better Care Fund (national policy to integrate health, social care & housing services).
-	Lead the development of a large-scale transformation programme by reviewing the existing operating model for the support programme (for the Better Care Fund), and the operational strategy to drive change towards an improved target operating model.
-	Review the project management office (PMO) function, by undergoing a discovery/design project to determine key improvement opportunities and mobilise these into the implementation/review phase.

Senior Programme Manager

Arata Solutions

Key responsibilities:
-	Providing specialist support related to various change management initiatives through customer journey mapping, strategy development, process re-engineering, focussed research, creation of delivery roadmaps & reviews of organisational practices.

Top 5 achievements:
1.	Developed operating model framework:  Developed an overall customer experience framework for a start-up based in the music industry by producing a high-level operating model, insight & contact strategy and delivery roadmap.
2.	Created end-to-end customer journey maps:  Produced end-to-end customer journey maps for a variety of clients (cross-industry), mapping the key customer milestones/touchpoints and identifying recommendations/improvement areas.
3.	Conducted research on varying approaches to service delivery:  Carried out research on industry-leading approaches to knowledgebase management – resulting in a set of proposals for the client to consider in the development of their tool.
4.	Carried out a deep-dive review of returns process:  Undertook a full review of the returns process, identifying key customer pain points and producing a full-stack suite of recommendations for the client to improve customer satisfaction in this area.
5.	Produced a review of ‘support’ function:  Carried out a full review of a client’s customer support function, reviewing customer journeys, internal processes and operational capability for the client to take into consideration for an organisational restructure.

Senior Transformation & Change Consultant

Catalyst Housing Limited

Key responsibilities:
-	Directing 5 critical customer service functions – contact centre, complaints-handling, quality assurance & customer comms and social media teams.
-	Developing organisation wide CX strategy to drive improvements to customer satisfaction, embedding a customer focus across the organisation and developing the roadmap for pipeline initiatives.
-	Leading the digital transformation from voice to multi-channel, building requirements for CRM to support the digital engagement offer for customers.
-	Responsible for customer communications function, spearheading the development of the social media offer including curation of digital content strategy.
-	Leading the complaints handling function, reducing customer complaints by embedding learning from complaints through translating customer insight into service recovery opportunities.

Assistant Director Of Customer Experience

Key responsibilities:
-	Responsible for management of 9000 properties, incl. developing customer strategy for large-scale regeneration schemes.
-	Leading a team of 22 FTE specialists using customer feedback to deliver dynamic, first-class front-line customer service.
-	Development of long-term strategies for the various neighbourhoods under my responsibility.

Head of Housing

Key responsibilities:
-	Leading the team to create and deliver local neighbourhood strategies to promote sustainable communities.
-	Managing & coaching a tight-knit team of specialists to improve all facets of individual performance.
-	Developing a high-performance culture within the team, achieving KPIs relevant to key milestones in the customer journey.

Area Manager

Provided bespoke customer solutions for a flagship, multi-million pound regeneration scheme.

Housing & Regeneration Manager

Tower Hamlets Homes

Providing a range of front-line services to customers across key milestones of the customer journey.

Neighbourhood Housing Officer

Commenced a graduate scheme, completing CIH Level 4 Housing programme.  Promoted to senior position within 3 months.

Graduate Housing Officer

NSPCC

Managed the co-ordination process for a range of training & facilitation programmes.

Training Coordinator

Union Income Benefit 

Managed a team of c. 30 FTE within an outbound sales call-centre, offering a range of services to customers.

Team Supervisor

Union Income Benefit

Expert level agent, supporting new starters through induction process by side-by-side coaching, 121s and knowledge support.

Senior Family Protection Consultant

Founder @Workabuddy | Teaching people the skills the education system doesn’t - helping them thrive in their careers | Striving to be LinkedIn’s Most Helpful Person

So, my LinkedIn profile has a bit of a split personality.

I’ve dedicated a part of my life to helping people learn the skills they wished they were taught already.

80% of our society are poorly prepared for the future, particularly in landing a job.

And those of you who have managed to land a job?

Well, you may be wrestling and grappling with your career because the education system has failed you.

A system that didn’t teach you:

- how to communicate effectively
- what the working world is really like
- how to lead, motivate and inspire others
- how to problem solve, ideate, and be creative
- how to listen with empathy and present with purpose.

So many skills that you should feel comfortable and confident with.

But sadly you’re not.

77% of people are ready to learn new skills. But you don't have the right systems to teach you.

Now, what if I told you there’s a way to:

- tailor your job application to help you stand out from the crowd
- create an awesome first impression after your CV is reviewed
- identify your best career stories and conversation points
- overcome your interview anxiety and become a natural
- address your fears and challenges in your career path?

Your first reaction may be “Yeah right, like THAT’S possible”, but we’ve already helped hundreds who have all benefitted from our free services.

Not only that, but we also run a free community for you to join.

Where you can::

- access a safe space to share concerns
- level up your career and learn from others
- stretch yourself through our personal growth challenges
- pair up with accountability buddies to achieve those challenging goals
- benefit from support for your everyday work problems and burning questions.

If you’re serious about learning skills to land your dream job and thrive in your career, then head over to www.workabuddy.com (or view my Featured section to find further info).

You may be thinking: “Is this really all free? There must be hidden costs in here!”

I’ll address your concern — Yes, it’s all free. Really. We take great satisfaction in knowing that we’ve helped others in what are clearly challenging times.

So, let’s teach you the skills you need now. Shoot me a message today.

—---

Oh, wait a minute…

I said I have a split personality.

Well, that’s right. It’s split because I work full-time for UK’s national health service too - working in a senior, non-clinical, role where I use the stories I’ve collected over the years to help others along the way.

But that’s a story for another day. 

Right now, I'm here to help you and my DMs are open to you.

Mushtaq Osmani

National Pathology Imaging Co-operative (NPIC)

• Managing a complex portfolio of research projects to tight timescales
• Negotiating research contracts with UK and international partners
• Assisting with large scale funding bids involving a detailed knowledge of how to put together  quality bids
• Supporting the commercialisation of new innovations
• Developing partnerships and collaborations across a range of stakeholders including industry, academia and healthcare and identifying areas of synergy

Innovation Project Manager

Leeds and York Partnership NHS Foundation Trust

Research Programme Manager (Interim Role)

•Improving quality and outcomes by working collaboratively across the NHS England and NHS Improvement matrix, including integrating the National Director’s portfolio;
•Enabling patient and public involvement by acting as a champion for patients and their interests and involve the public and patients in the policy development and decision-making of NHS England and NHS Improvement;
•Promoting equality and reducing inequalities by uphold organisational policies and principles on the promotion of equality and by creating an inclusive working environment where diversity is valued, everyone can contribute and ensure our duty to uphold and promote equality is upheld;
•Promoting Partnership and cross boundary working by work collaboratively with colleagues in the Central and Regional teams to deliver an effective and well-managed programme;
•Leadership for transformational change by modelling a collaborative and influencing style of working, negotiating with others to achieve the best outcomes. Embedding this approach across the HR & OD Directorate;
•Using insight and evidence for improvement, utilising learning from our existing processes and procedures and use this to drive improvements in our ways of working.

Senior Project Manager - Programme Delivery Team (NHS England - Interim role)

University of Leeds

•Successfully secured over £2 million of funding for Years 1-4 of CRUK RadNet Leeds Radiotherapy Research Program;
•Managing the delivery of CRUK RadNet radiotherapy research program;
•Overseeing a portfolio of radiotherapy research projects;
•Developing collaborations and new industrial partnerships;
•Negotiating research contracts with UK and international partners;
•Organising and facilitating high profile showcase events;
•Monitoring KPIs and preparation of reports for funders.

Project Manager (RadNet, Leeds)

Leeds City College

•Managing the £4 million student funds budget;
•Developing financial models and preparing forecasts;
•Preparing quarterly performance management reports; identifying areas of under spend and over spend and making recommendations;
•Ownership of the annual student funds policy;
•Designing and delivering training for student funds staff across multiple organisations;
• Improving systems, processes and procedures and overseeing the quality review process;
• Development and implementation of the marketing and communications plan to ensure maximum uptake of the funds.

Student Funds Manager

University of Bradford

•Project managing fundraising events, feasibility studies, trusts and foundations and major gifts programmes; preparing project and stage plans, delegating work packages and overseeing project teams and volunteers;
•Translating scientific and often complex material into a compelling, articulate funding pitch;
•	Developing and implementing a communications management approach; engaging and communicating with a broad range of stakeholders;
•	Producing accurate and timely highlight, end stage and end of project reports;
•	Monitoring the use of all funds secured and ensuring funds are employed in the way originally intended; if there is an under spend or overspend, taking the relevant corrective action and writing exception reports when appropriate;
•	Contributing towards the preparation of the development budget and monitoring expenditure;
•	Preparing relevant articles and marketing material to support with donor communications;
•	Maintaining accurate logs, records and registers;
•	Leading on risk management; completing risk registers and risk assessments;
•	Liaising with exchange peers to exchange lessons learned and maintaining a lessons logs.

Senior Development Officer

TLG The Education Charity

• Planning and managing a broad range of projects including establishing a trusts and foundations programme, the TLG Music Academy and fundraising events including Annual Dinners, Corporate Breakfasts and new Education Centre launch events;
• Developing and implementing a communications management approach; engaging and communicating with a broad range of stakeholders;
• Working collectively with all members of the Supporter Development team to ensure that all trust and foundation prospects are thanked in a timely and professional manner;
• Working with senior leadership and volunteers to cultivate prospects at meetings, private dinners and receptions;
• Increasing funds by researching and targeting charitable trusts whose criteria match the charity's aims and activities;
• Developing and preparing tailored written materials, cases for support and proposals for trust and foundation prospects;
• Managing and updating databases to record donor contact and preference information; dates 
  applications made and reports due;
• Preparing highlight and end of project reports;
• Overseeing corporate fundraising and working with Senior leaders to develop new corporate 
sponsors;
• Planning and monitoring the Music Academy budget.

Charitable Trust Fundraiser

Ponden Mill Ltd

•	Assisting in the management of a portfolio of stores to meet statutory and contractual requirements;
•	Liaising with contractors, store managers and other relevant parties to ensure maintenance issues and repairs were carried out in a timely manner;
•	Communicating and negotiating with a broad range of suppliers; 
•	Supporting the project management team with store refurbishments;
•	Arranging and overseeing cyclical maintenance programs;
•	Raising purchase orders and monitoring costs;
•	Assisting with the production of contract letters and tender documentation.

Project Support Oficer

An experienced programme manager with extensive experience developing collaborative activity across organisations and managing a broad range of projects in public, private and charity sectors. Excellent problem solving and team building skills.  Expertise in preparing budgets, forecasts and financial models and in improving processes and efficiencies.

taplio

The Battle

Mushtaq Osmani

Denise Taj

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