Sahina Mallu
Blackburn,Lancashire
Summary
Senior operational leader with strong experience of leading large teams to deliver customer service, performance and transformation objectives. Recognised for strong stakeholder engagement, data‑driven decision‑making and inclusive, people‑focused leadership.
Overview
5
5
years of professional experience
Work History
Deputy Senior Delivery Manager (SO)
HMRC – Personal Tax Operations (Self Assessment)
04.2025 - Current
- Engaged as a senior leader within PT Operations Self Assessment, collaborating regularly with Head of Customer Service (HOCS) and Senior Delivery Managers to align strategies.
- Motivated and engaged staff to deliver high‑quality customer service in a challenging operational environment, enhancing team morale and performance.
- Play a pivotal role in delivering channel shift and leading cultural and technological transformation across the business.
- Supported the Senior Delivery Manager in leading approximately 200 colleagues based in Preston.
- Use data and insight to manage performance, take informed risks and improve effectiveness by listening to both customers and advisers.
- Championed Service Excellence Programme, implementing consistent operational management practices to improve operational productivity and service quality.
- Foster a culture of innovation, inclusion and continuous learning by recognising contributions and encouraging engagement.
- Role‑model expected leadership behaviours, embedding personal development into everyday practice across Personal Tax.
Senior Business Manager (SO)
HMRC – Personal Tax
01.2025 - 04.2025
- Interpreted, articulated and drove forward Personal Tax Senior Leadership Team priorities across the wider business.
- Identified and analysed emerging and complex issues to support timely resolution and informed decision-making.
- Built and sustained strong relationships with senior leaders and stakeholders across Personal Tax Operations, Customer Services Group and HMRC.
- Influenced key stakeholders to ensure alignment with Director-level objectives by recognising interdependencies across HMRC.
- Provided support on high‑profile and sensitive issues.
- Collated and analysed management information to provide actionable insights for the Director and Senior Leadership Team.
Service Excellence Facilitator (HO)
HMRC – Capacity EnhancementTeam (CET)
10.2024 - 01.2025
- Delivered the Service Excellence Programme virtually to over 100 CET leaders in collaboration with the Service Excellence Delivery Team.
- Supported delegates post‑workshop to apply learning in practice, driving transformational and cultural change within their areas.
- Recognised by Service Excellence team for innovative use of Copilot, enhancing engagement in virtual workshops.
- Managed workshop registrations and resolved leader queries, ensuring smooth operations prior to Sustainment Lead appointment.
Senior Operational Leader (SO)
HMRC – Capacity Enhancement Team (CET)
03.2024 - 09.2024
- Led large, complex operational teams to deliver customer service standards and operational performance targets.
- Managed six HO direct reports and led approximately 482 customer-facing colleagues to achieve operational goals.
- Accountable for performance delivery and continuous improvement in collaboration with Senior Leadership Team to enhance operational effectiveness.
- Led delivery of business objectives, operational performance measures, and key performance indicators (KPIs) to ensure alignment with strategic goals.
- Provided strong people leadership, including talent management, development and employee engagement.
Operations Leader (HO)
HMRC – Capacity Enhancement Team (CET)
06.2023 - 03.2024
- Managed change initiatives to enhance business performance.
- Worked closely with OSH leaders and technicians to deliver high‑quality customer outcomes and increased operational efficiency.
- Planned and delivered operational objectives, ensuring efficient deployment of resources.
- Resolved performance and conduct issues according to Civil Service and HMRC policies.
- Led and developed teams, offering clear direction and support to achieve operational goals.
- Directed 19 Line Team Leaders, ensuring seamless operations during the 2023 summer peak period.
Operations Leader (HO)
HMRC – Capacity Enhancement Team 2
04.2022 - 06.2023
- Delivered operational performance and managed change across CET2 to enhance team effectiveness.
- Ensured high-quality customer service and operational efficiency to meet stakeholder expectations.
- Planned and delivered operational objectives using resources effectively.
- Promoted engagement through inclusive leadership and effective communication to strengthen team cohesion.
- Managed performance, attendance and conduct issues in accordance with policy.
- Consistently recognised by senior stakeholders for exceeding expectations and sharing best practice across teams and lines of business.
Onboarding Manager
HMRC – Volume Contingent Labour Team
05.2021 - 04.2022
- Led onboarding for 2,109 contingent labour staff, ensuring timely completion of PIDS, bulk KIT and telephony licences within SLA.
- Managed and prioritised workloads for seven Talent Acquisition Officers, ensuring quality and timeliness.
- Managed stakeholders across multiple business streams, delivering HR policy-compliant advice on contingent labour requirements to ensure alignment with organisational goals.
- Served as key point of contact for external suppliers, including Brook Street and Public Sector Resourcing, facilitating effective communication and collaboration.
- Produced accurate management information for contingent labour activity across HMRC, enabling informed decision-making and strategic planning.
Education
Bachelor of Science - Accounting & Finance
Salford University
Salford01-2008
Skills
- Performance & Delivery Management
- Change management
- Stakeholder engagement
- Cost efficiency
- Systems improvement
- Effective communication
- Coaching & People Development
Timeline
Deputy Senior Delivery Manager (SO)
HMRC – Personal Tax Operations (Self Assessment)
04.2025 - Current
Senior Business Manager (SO)
HMRC – Personal Tax
01.2025 - 04.2025
Service Excellence Facilitator (HO)
HMRC – Capacity EnhancementTeam (CET)
10.2024 - 01.2025
Senior Operational Leader (SO)
HMRC – Capacity Enhancement Team (CET)
03.2024 - 09.2024
Operations Leader (HO)
HMRC – Capacity Enhancement Team (CET)
06.2023 - 03.2024
Operations Leader (HO)
HMRC – Capacity Enhancement Team 2
04.2022 - 06.2023
Onboarding Manager
HMRC – Volume Contingent Labour Team
05.2021 - 04.2022
Bachelor of Science - Accounting & Finance
Salford University