Nobesuthu Ngono
Milton Keynes,United Kingdom
Summary
I am an accomplished Business manager with expertise in strategic operations leadership who demonstrates proficiency in contract delivery, stakeholder engagement, and relationship building. Skilled in performance coaching and improvement, talent development and utilising data to make sound business decisions and improve overall performance and customer experience.
I have successfully led teams that consistently meet and overachieve KPIs and targets, with my proudest accomplishment being at Jobs 22 where I led the top performing team for two years in a row by placing candidates into suitable and sustainable roles and generating the most revenue for the business.
Skilled at compliance and risk management, change management, and continuous improvement through collaborating with multiple departments and recognised for diplomatic negotiation skills, market insightfulness, account management, and business development. I am looking forward to using these skills to further my career and to make a positive impact within a new role and new organisation. I also look forward to further developing my skills.
Overview
9
9
years of professional experience
2027
2027
years of post-secondary education
Work history
Business Manager
Maximus UK – DWP Restart Scheme
East London
09.2024 - 11.2025
- Lead a team of employment advisors, driving performance and service excellence across a high-volume caseload.
- Managed budget forecasts to ensure financial stability.
- Ensured compliance with regulations by conducting routine audits on operations procedures and processes.
- Oversee operational delivery, ensuring alignment with DWP compliance, contractual KPIs, and customer satisfaction benchmarks.
- Conduct strategic performance reviews and implement data-driven coaching interventions to optimise team output.
- Champion service innovation by identifying process improvements and embedding best practices across the region.
Business Manager
Jobs 22 – DWP Restart Scheme
Milton Keynes
06.2021 - 05.2024
- Spearheaded the launch and operational delivery of a new Restart contract, building a high-performing team from the ground up.
- Achieved top-tier outcome performance across the organisation, recognised through internal awards and external benchmarks.
- Led the team to be top performers and generating the most revenue 2 years in a row.
- Managed full P&L responsibility, driving commercial success through strategic stakeholder engagement and business development.
- Strengthened partnerships with job centres, employers, and training providers to deliver tailored, impactful customer journeys.
- Led resolution of complex complaints and escalations, embedding a culture of accountability and continuous improvement.
Team Leader
Simplicity and Green Energy
11.2020 - 03.2021
- Directed a frontline customer service team, consistently exceeding SLA and AHT targets in a fast-paced environment.
- Successfully increased the company's trust pilot score by reviewing feedback, responding to customers and resolving their issues in a timely manner.
- Successfully reduced call waiting times from 10 minutes to 6 minutes by implementing a new call handling flow and process.
- Improved email and live chat service levels and increased customer satisfaction.
- Introduced quality assurance frameworks and coaching programs to enhance service delivery and employee engagement.
- Played a key role in stabilising operations during a period of organisational change and supporting staff through redundancies.
Associate Manager
TSYS Managed Services
Milton Keynes
11.2016 - 12.2020
- Managed fraud, Collections and customer service teams across multiple functions, ensuring compliance and service excellence.
- Led quality assurance initiatives, improving call handling standards and customer satisfaction scores.
- Contributed to client retention and new business acquisition through consistent delivery of high-quality service.
Education
A-Levels - Law, Psychology, Sociology
Milton Keynes College
Milton Keynes, MIK 01.2008 - 01.2009
Bachelor of Science - Business Management
University of Essex
Colchester, ESSSkills
- Strategic Operations Leadership
- P&L and Commercial Management
- Contract Mobilisation and Delivery
- Stakeholder Engagement & Relationship Building
- Performance Coaching & Talent Development
- Data-Driven Decision Making
- Customer Experience Transformation
- Compliance & Risk Management
- Change Management & Continuous Improvement
- Cross-Functional Collaboration
- Diplomatic negotiator
- Market insightfulness
- Account management
- Business development
Timeline
Business Manager
Maximus UK – DWP Restart Scheme
09.2024 - 11.2025
Business Manager
Jobs 22 – DWP Restart Scheme
06.2021 - 05.2024
Team Leader
Simplicity and Green Energy
11.2020 - 03.2021
Associate Manager
TSYS Managed Services
11.2016 - 12.2020
A-Levels - Law, Psychology, Sociology
Milton Keynes College
01.2008 - 01.2009
Bachelor of Science - Business Management
University of Essex