Birmingham, England, United Kingdom
Experienced Project Manager with expertise in Banking, Digital Transformation, and Account Management. I am Skilled in KYC, Credit Lending, Quality Assurance, and Process Re-engineering. Proven Scrum Master with experience managing digital channels, implementing process flow systems, and driving operational efficiencies. Strong background in business strategy, relationship management, client onboarding, and insurance underwriting. Goal; Passionate to develop my career in a growth oriented organization which offers big challenges and opportunities to become a diversified professional. Specialties: Customer Service & Client Relationship Management, Order Processing, Fulfilment & Invoicing Coordination, Supplier & Vendor Management, Inventory & Stock Control (Perishable Goods), ERP Systems – Microsoft Dynamics 365 Business Central, Logistics & Delivery Network Coordination (Retail & Insurance), Cross-Border Operations & Trade Finance, First-Time Resolution & Complaint Handling, Process Improvement & Operational Excellence
• Act as a first point of contact for UK and cross-border SME and large corporate clients, handling enquiries, service requests, and operational queries. • Support end-to-end client operations, including trade finance–related processing, documentation review, and account servicing. • Manage customer calls and written enquiries, providing clear updates, active listening, timely responses, and first-time resolution wherever possible. • Handle customer complaints and complex service issues, ensuring accurate follow-up and high-quality client experience. • Coordinate with Relationship Managers, operations teams, and internal stakeholders to ensure smooth execution of cross-border transactions. • Work within system-driven workflows to track requests, documentation, and service progress, maintaining high accuracy and compliance standards. • Contribute to continuous improvement initiatives to enhance service delivery, turnaround times, and overall client experience. • Build strong working relationships with internal stakeholders and corporate clients to ensure consistent, customer-centric service delivery.
Reported to CEO & Project Head • Owned end-to-end client delivery and customer service operations for insurance and digital transformation projects across multiple jurisdictions. • Acted as the primary relationship and service lead for B2B and international clients, ensuring clear communication and service accountability. • Managed vendor and supplier networks, including underwriters, claims handlers, repairers, OEM partners, and third-party service providers. • Coordinated insurance supply-chain-style workflows, covering policy issuance, endorsements, renewals, claims approvals, and service fulfilment. • Oversaw order booking and processing from client request through system entry, validation, and final delivery. • Worked extensively with Microsoft Dynamics 365 Business Central to manage client data, track policies/orders, support invoicing coordination, and produce operational reports. • Acted as escalation point for customer issues, resolving complex cases while maintaining service levels and client satisfaction. • Redesigned customer service and operational processes to improve transparency, turnaround times, and service quality. • Planned and supported event management activities, including roadshows, trade exhibitions, and partner outlet visits, strengthening collaboration, client engagement, and commercial relationships.
Full-Time: Jan 2021 – Aug 2022Part-Time (alongside insurance role): Aug 2022 – Dec 2023 • Led day-to-day bakery operations, ensuring product availability, quality standards, and customer satisfaction. • Managed order taking, stock planning, and inventory control for perishable goods. • Coordinated with suppliers and distribution teams to ensure timely deliveries and minimize waste. • Maintained accurate stock records and ERP-based inventory systems, supporting replenishment and forecasting. • Worked closely with the Store and Floor Manager on inventory planning, stock rotation, and operational improvements. • Supported compliance, health & safety, and operational audits. • Delivered high levels of front-line customer service, resolving queries and issues promptly
• Acted as a customer-facing relationship manager for retail and corporate clients, providing day-to-day service and operational support. • Managed order-style processing of banking and insurance-linked products from client request through approval and fulfilment. • Coordinated with operations, credit, IT, and compliance teams to ensure smooth delivery and timely customer updates. • Participated in roadshows, exhibitions, and client events, onboarding new clients and strengthening market presence.
Acted as the primary liaison to ensure seamless communication, compliance, and alignment between business and sales objectives and underwriting processes. Provided critical market insights to refine credit policies, identifying risks and implementing corrective measures to match market conditions and organizational risk appetite. Led end-to-end project management for credit workflow systems, including requirements gathering, implementation, and deployment for credit card and loan processes. Managed mortgage project life cycles, overseeing site visits, the empanelment process, and pre-screening of mortgage applications to streamline approval processes and enhance business engagement. Identified business growth opportunities across multiple products and regions, ensuring strategies were aligned with risk management frameworks while enhancing profitability. Escalation and Submission Oversight: Reviewed escalations and re-submissions for retail banking products, improving team performance, accuracy, and customer satisfaction. Managed the Property Management and Valuation team for Mortgage and Commercial lending. System Integration and UAT Testing: Coordinated with IT teams to integrate credit systems and manage User Acceptance Testing (UAT) for core banking and credit workflows, ensuring seamless operations. Managed mortgage application pre-screening and led a team to streamline approval processes. Credit Underwriting Expertise: Served as a Credit Underwriter for mortgages, personal and auto loans, credit cards, bank assurance products, and small business loans, leveraging in-depth expertise in credit systems, financial reporting, credit scoring, and risk assessments. Compliance & Reporting: Collaborated with the Credit Bureau department to ensure accurate reporting, adherence to regulatory guidelines, and compliance with industry standards.