Mohammed Rahman
Leicester
Summary
I get immense pleasure in helping to make key decisions and deliver benefits. A dynamic, results driven all rounded professional with over 20 great years at Centrica Plc - delivering industry leading business to business strategies. Experience including Leadership, full life cycle training, project management, transformation, finance, stakeholder management, SAP CRM/ISU, business analytics and more. Dealing with high volume/value collections including B2B, B2C and offshore. My Leadership and team working experience within a diverse set of industries and environments shows that I can adapt well in a new environment and hit the ground running. Being CI (Continuous Improvement) accredited, I have a track record of influencing transformation resulting in positive impact to Bad Debt Charge leading to favorable business P&L. My well-earned trustworthiness allowed me to express expertise in managing customer portfolios. All this in addition to adding value to full life cycle training, systems transition, Managing Team of Customer Service agents, creating policies, frameworks, overlooking department structures, participating in strategic decisions, and collaborating with the Senior Leadership Team
Overview
25
25
years of professional experience
7
7
years of post-secondary education
Work history
Transformation and improvement manager
Centrica - British Gas Business
Leicester, Leicestershire
02.2023 - Current
- Participate in strategic focus groups to establish initiatives to drive business performance
- Encouraged development of clear objectives and action plans.
- Create end to end process with costs to benefits case
- Engage with internal and external stakeholders to obtain sign off, maintain resilience on push back and challenge the Status Quo
- Achieve endorsements from Legal and Governance
- Create End to End UAT process and oversee post UAT development
- Interviewed staff to obtain personal observations and insights into existing procedural strengths and weaknesses.
- Complete full cycle training ( Training needs analysis (TNA), lead in creating full training material, train the trainer, oversee full training roll out and ensure imbedding)
- Create measure and reporting to ensure a 360 feedback and benefits are recognised.
- 2023 has seen >£180m in benefits over 7 initiatives fully delivered including 2 completely new technical/billing systems
Performance coach
Centrica - British Gas Business
Leicester, Leicestershire
03.2021 - 01.2023
- Coaching lead for 50+ Senior and Specialist associates in the B2B Collections Department including onshore & Offshore operations
- Establish the department’s skill gaps and benchmark to achieve optimum performance level
- Created a comprehensive skills matrix to capture knowledge gaps.
- Focus groups including creating full working instructions, training, and imbedding measure to close skill/knowledge gaps
- 2023 has seen an uplift of 90% in performance compared to 2022 with over >1500 coaching undertaken
- Consistently applied effective, innovative coaching methods to meet and exceed team needs.
Training Manager
Centrica - British Gas Business
Leicester, Leicestershire
09.2017 - 02.2021
- Full end to end training for B2B Collection Department for new starters to the business
- Create full learning journey/curriculum to cover entirety of the role requirements/deliverables
- Mentored team members to succeed and advance within department and company.
- Reviewed training materials and curriculum to verify alignment with company standards and industry advancements.
- Designed training modules for strategic business practices and organisational behavior training concepts.
- Manage groups of trainers to deliver full training as per learning journey
- Ensure onboarding for new employees from HR to full system access
- Manage team of new starters post training with a “Grad Bay” setting
- To lead the team to achieve all revenue targets and KPIs
- Achieved a 100% retention rate and reduced imbedding period from 6 weeks to 4 weeks by reaching BAU performance levels early
Senior Collection Officer
Centrica - British Gas Business
Leicester, Leicestershire
05.2006 - 08.2017
- Ownership of Top 100 of the B2B debt book with a rolling total of c£600m
- Negotiated customer repayment plans, consistently maximising early payments to reduce debt recovery time.
- Performed all debt collection activities in compliance with Financial Conduct Authority (FCA) guidelines.
- Prioritise and organise workloads maximizing collections and query resolutions using available tools.
- Prove the validity of all debt outstanding within a portfolio.
- Self-assess the quality of collection technique and query resolution and work with Manager to identify development and learning opportunities
- Comply with legislative, regulation and data protection rules and guidelines
- High Level customer face to face meetings to achieve debt collection and secure future contracts
- External relation management with outsourcing agencies
- Deliver key metrics to highlight performance to stakeholders when engaging in projects
Debt Collection Associate
Centrica - British Gas Business
Leicester, Leicestershire
09.2002 - 04.2006
- To maximise revenue collection and debt recovery
- To oversee and assist in the monitoring and analysis of customer accounts for non-payments, delayed payments and other irregularities
- To implement and monitor appropriate collections activity to ensure customers pay to agreed terms
- To support team members with management of complex cash collection and debt recovery cases
- To ensure all write offs (debit or credit) and refunds are authorised or escalated and actioned in line with current business rules and policies
- To oversee management of insolvency processes
- To ensure that the team deals with all customer complaints in line with the complaints process and adhering to the Code of Conduct
- To monitor the quality of the team's customer calls and develop actions to improve service standards
- To be aware of the challenges of fee collection and raise concerns / risks with respect to bad debt to the Head of Finance
- To ensure the cost of pursuing a customer debt is reasonable through cost / benefit analysis
Team Leader
Hays Customer Solutions
Leicester, Leicestershire
07.1998 - 08.2002
- Manage 20 customer representatives on a day today basis
- Coach and mentor members
- Conduct team meetings and workshops to enhance performance
- Performance management
- Engage in high level meetings with external clients to secure future contracts
- Relation Relationship management with British Gas Business and it’s offshore partners.
- Negotiating contract s with British Gas and its terms and costs
- Fine tune working instructions issued by clients and sign them off
- Create process maps for each type of work
- Feedback on quality performance to various stakeholders
Education
Pass - Continuous Improvement
Centrica
Leicester 02.2018 - 03.2018
A-Levels - Information Technology
Southfields College
Leicester 09.1995 - 06.1997
GCSEs - GCSE subjects
Moat Community College
Leicester 06.1990 - 09.1995
Skills
- Change management
- Process improvements
- Data analysis
- Leadership
- Knowledge of Microsoft PowerPoint, Excel, Word
- End to End UAT
- End to End training delivery
- Stakeholder Management
- Communication
- Transformation
Timeline
Transformation and improvement manager
Centrica - British Gas Business
02.2023 - Current
Performance coach
Centrica - British Gas Business
03.2021 - 01.2023
Pass - Continuous Improvement
Centrica
02.2018 - 03.2018
Training Manager
Centrica - British Gas Business
09.2017 - 02.2021
Senior Collection Officer
Centrica - British Gas Business
05.2006 - 08.2017
Debt Collection Associate
Centrica - British Gas Business
09.2002 - 04.2006
Team Leader
Hays Customer Solutions
07.1998 - 08.2002
A-Levels - Information Technology
Southfields College
09.1995 - 06.1997
GCSEs - GCSE subjects
Moat Community College
06.1990 - 09.1995
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