Responsible for setting the strategic priorities of council, delivering service commissioning, providing guidance, challenge, support and escalation resolution for Strategic Business Commissioning. Key responsibilities include;• Promote a consistent approach to commissioning and support service areas to ensure cost effective & efficient service delivery• Support and co-ordinate a consistent approach to procurement activity providing guidance to services• Support the development of council and partnership strategies, plans, objectives and outcomes• Support approaches to, and frameworks for, transformation and programme management across RBK and its partners• Support the delivery of council-wide transformation programmes and major projects• Assist in research and development activity to identify future customer demands, market trends and innovations and feed these into the development of future council plans, priorities and activities.• Coordinate and promote performance management arrangements across the council.• Support RBK’s engagement with community groups. • Support projects and initiatives to contribute to Kingston’s economic development and borough regeneration, including business development, regeneration activity.• Support projects and initiatives to reduce health inequalities through community engagement.• Provide equalities support and guidance to RBK and its partners• Promote information management across RBK and its partners and implements the Council’s data and information management strategy• Oversee, review and develop the Council’s corporate complaints system, including liaising with service areas and Customer Contact team and providing reports on the performance and outcomes of complaints arrangements• Seek, listen to and respond to the views and ideas of staff and customers. • Encourage and actively engage in positive cross directorate communications and team working.

HSBC is one of the largest and most trusted banking and financial services organisations in the world. With an international network extending to 9,500 offices in 85 countries and territories, HSBC combines in-depth local knowledge with unmatched global reach to provide a comprehensive range of services to millions of customers.Senior Customer Service Officer accountable and responsible for managing customer relations in order to ensure efficient service delivery within Retail and Commercial Business units• Ensure that the branch sales floor is run effectively, the needs of customers are met and sales opportunities are maximised.• Leading, coaching and supervising staff to deliver outstanding customer service• Work with Retail and Commercial customers on a one-to-one basis• Product portfolio analysis and product management• Providing feedback to HSBC groups for effective service delivery to customer base.• Analysing banking products to provide the best solutions to customers.• Keeping abreast of new systems as well as staff training and development requirements.• Handling complaints and customer queriesSkills: Strategic thinking, Customer Service Management, Risk Management, Resource Management, Business Consultation, Finance, Change Management, Leadership, Product Management, Mentoring and Coaching, Business Relationship Management

Premier Support Officer accountable and responsible for managing services offered to Premier and Commercial Customers.• Providing excellent business services • Maximize sales opportunities by identifying and responding to customer needs.• Work with Premier and Commercial customers on a one-to-one basis• Working with sales floor team to generate referrals from walk-in customers.• Communicating with wide customer base and provide specialist solutions based on their requirements.• Leading, coaching and supervising other staff to deliver outstanding customer service.• Understanding and analysing various business products.• Establishing and maintaining working relationships to provide the best support to the customers.• Analysing and understanding changes to the business for presenting best solutions suited to changing customer needs.• Working with other groups within HSBC to deliver efficient services to customers.Skills: Customer Service Management, Product Management, Mentoring & Coaching, Risk Management, Resource Management, Business Consultation, Business Relationship Management, Change Management.Achievements: Recognised for always exceeding 100% target levels and considered to be highly professional and a strong team member for increasing the customer base besides providing the best possible solutions to HSBC customers.

The Jammu and Kashmir Bank is a leading/pioneer bank of Jammu and Kashmir, having more than 600 branches across India. It is the first state owned bank and was declared as ‘A’ class bank by RBI in 1976. More details can be found at http://www.jkbank.net/index.phpRelationship & Financial Service Executive accountable and responsible for providing financial services and managing customer relations for Retail and Commercial customer groups.• Providing financial services & solutions to a range of customers including business groups.• Business development, product management, human resources management and managing customer relationship.• Understand the changes to business model and assess the impact of those changes• Capturing, analysing and documenting requirements• Support the communication and delivery of requirements with relevant groups. • Providing strategic feedback to groups within the organisation for delivering efficient and effective services• Experience in different banking area including personal banking, loans & advances, transactional banking, in-wards and out-wards clearing.Skills: Service Management, Finance, Customer Service Management, Product Management, Resource Management, Business Development, Business Relationship Management, Strategic thinking, LeadershipAchievements: • Recognised by Senior Management for my performance appraisal and credibility. • Assigned the role of Customer Relations Manager • Increased customer base by 20% for the bank leading to increase in profit • Achieved 100% overall targets for the Retail and Commercial business units.

General Trading Company (GTC) is a successful global organisation with offices in Germany & India. The organisation was incorporated in 1996 in the heart of Kashmir Valley in India and deals with export of Kashmiri artefacts and handicrafts to various parts of the world.Accountable for managing operational and business strategies in order to ensure business development.• Managing operations and information for offices in Germany and India.• Leading and managing various projects across the organisation.• Lead and motivate the team to deliver customer focused services of the highest quality.• Assist the Operations Dir. to provide detailed reports and forecasts of the operations department’s activities as requested by Chief Executive.• To develop and implement operations and business strategy.• Assist and oversee the development and implementation of IT Strategy• Managing and acquiring resources to meet organisations current and anticipated needs.• To conduct information audits.• Managing development of electronic resources.• Involved in building strong and committed team and develop the individuals within the team to their full potential.• Providing training and advice to colleagues and clients.• Presentations and individual consultations.Achievements:• As Executive Operations, led and managed global trading process automation project, CAPES, worth over £0.5 million resulting in savings of 30% and reduction in operation time by upto 80%.• Recognised for auditing shipment documents, handling and managing public relations of the organisation and managing Forward Booking Contracts• Recognised by the COO for introducing new HR strategies for recruitment and development of employees within the organisation while segregating and defining various positions that led to development of a new improved reporting system and proper utilization of work force saving time and cost associated with managerial functions.

Magnum Software Services is based in the outskirts of Kashmir Valley. It pioneers outsourcing of IT services to various organisations across USA, Middle East and other parts of the globe. Magnum was the first IT outsourcing organisation in Jammu and Kashmir. Systems Executive (Consultant), Magnum Software, India (October 2004 – January 2005)Systems Executive responsible for managing outsourced services offered to business units in various organisations across USA, Middle East and other parts of the globe.• Managing IT services for the organisation.• Responsible for leading and managing projects across the organisation • Formation of quality control team for reviewing various processes across the organisation leading to increased quality of work and savings.• Representing the organisation in IT meetings including the IT delegation for Prime Minister’s visit to the state to discuss the various opportunities and challenges faced by software industry.• Managing public relations of the organisationSkills: Service Management, Resource Management, Stakeholder Management, Risk Analysis and Mitigation, Business Relationship Management, Public Relations, Finance, IT Management.Achievements:• Recognised for leading and representing the IT delegation for Prime Minister’s visit to discuss various opportunities and challenges faced by software industry.