Monik Pandit
London,UK
Summary
Results-driven professional with expertise in change management and continuous improvement utilising agile, waterfall, lean six sigma (green belt), and scrum methodologies. Proven track record in process improvement, customer experience enhancement, and stakeholder management. Dedicated to delivering operational excellence and achieving significant results through strategic initiatives.
Overview
14
14
years of professional experience
10
10
years of post-secondary education
Work history
Career Break (Travelling)
UAE, Thailand, India
2025.03 - 2026.02
Process Specialist
BIFFA
High Wycombe, UK
2023.04 - 2025.02
- Facilitated cross-functional workshops and documented business processes using BPMN 2.0 to identify bottlenecks and saved £500k annually.
- Conducted data-driven evaluations to enhance current processes, supported successful implementation plans, including SOP development and change readiness.
- Defined detailed business requirements through stakeholder collaboration, created end-to-end process documentation and identified potential risks with actionable mitigation plans to ensure alignment with business goals and project success.
- Developed training materials to enhance team skills.
- Managed change control processes to ensure seamless transitions during upgrades or alterations of systems or procedures.
Business Change Manager
AFFINITY WATER
London, UK
2021.11 - 2023.03
- Facilitated workshops and engagement sessions to support organizational change.
- Championed initiatives to optimise customer journeys and streamline processes, directly improving NPS by 8 points through running a Lean Green Belt Project.
- Mapped ‘as-is’ and ‘to-be’ customer journeys with actionable roadmaps.
Project and Events Officer
DE MONTFORT UNIVERSITY
Leicester
2021.05 - 2021.07
- Implemented faculty initiatives to enhance staff and student experiences whilst managing compliant, high-impact events in line with government regulations.
Project Coordinator
FENNER PRECISION POLYMERS (MICHELIN)
Lincoln
2020.10 - 2021.05
- Led ERP (Oracle JDE) system implementation, standardising processes and improving efficiency.
- Managed stakeholder expectations and coordinated developer communications.
- Conducted daily stand-ups to provide project visibility.
Project Lead
CENTRICA (British Gas Business)
Leicester
2018.09 - 2020.04
- Completed STAR analysis to streamline call routing, reducing non-value transfers and improving customer feedback.
- Implemented the successful launch of a new sales CRM, achieving a 50% reduction in sales handling time.
- Acted as Test Lead for FIT review, UAT, and UVT.
- Conducted nationwide training and post launch support across the UK, ensuring adoption rate exceeded 90% prior to handover.
Sales Team Leader
CENTRICA
Leicester
2017.09 - 2018.09
- Managed a team of 12 FTE, conducting one-to-one meetings and call coaching sessions.
- Drove team performance, exceeding sales and operational targets.
Account Manager
CENTRICA
Leicester
2014.08 - 2017.09
- Managed SME client energy portfolios, delivering tailored utility packages.
- Recognised for exceeding sales targets and leading digital platform training sessions.
- Provided managerial cover and facilitated team call calibrations.
Outbound Lead Generator
SSH FIRE & SECURITY
Birmingham
2013.12 - 2014.08
- Generated leads for alarm systems, providing personalized customer service.
Clerical Assistant
LEICESTER REAL ESTATES
Leicester
2013.02 - 2013.11
- Coordinated property viewings and maintenance work while liaising with landlords.
Domestic Staff
SERCO – Leicester Royal Infirmary
Leicester
2012.05 - 2013.06
- Maintained hygiene standards and provided patient support in compliance with safety protocols.
Education
LLB (Hons) - Law
Birmingham City University
Birmingham, UK 2011.09 - 2014.01
GCE A-levels - Law, Psychology, Sociology
Gateway College
Leicester, UK 2008.08 - 2011.01
GCSEs - English, Maths & Science
Sour Valley College
Leicester, UK 2003.01 - 2008.01
Skills
- Project & Change Management: Agile, Waterfall, Lean Six Sigma (Green Belt) & Scrum Master
- Tools & Software: Visio, SAP, D365, JIRA, Oracle, Microsoft Excel, PowerPoint, Power BI
- Business Skills: Process Improvement, Customer Experience, Stakeholder Management, Excellent Communication, Team Leadership, Organisational Skills
Languages
English (Native)
Beginner
Gujarati (Native)
Beginner
Hindi (Fluent)
Beginner
Urdu (Conversational)
Beginner
References
References available upon request.
Timeline
Career Break (Travelling)
UAE, Thailand, India
2025.03 - 2026.02
Process Specialist
BIFFA
2023.04 - 2025.02
Business Change Manager
AFFINITY WATER
2021.11 - 2023.03
Project and Events Officer
DE MONTFORT UNIVERSITY
2021.05 - 2021.07
Project Coordinator
FENNER PRECISION POLYMERS (MICHELIN)
2020.10 - 2021.05
Project Lead
CENTRICA (British Gas Business)
2018.09 - 2020.04
Sales Team Leader
CENTRICA
2017.09 - 2018.09
Account Manager
CENTRICA
2014.08 - 2017.09
Outbound Lead Generator
SSH FIRE & SECURITY
2013.12 - 2014.08
Clerical Assistant
LEICESTER REAL ESTATES
2013.02 - 2013.11
Domestic Staff
SERCO – Leicester Royal Infirmary
2012.05 - 2013.06
LLB (Hons) - Law
Birmingham City University
2011.09 - 2014.01
GCE A-levels - Law, Psychology, Sociology
Gateway College
2008.08 - 2011.01
GCSEs - English, Maths & Science
Sour Valley College
2003.01 - 2008.01