Sultan Banaz
Medway,Kent
Summary
Head of Planning & Performance with over 13 years’ experience in the housing and property services sector, progressing from admin roles into senior leadership. Experienced in leading large, multi-disciplinary teams across planning, performance, compliance and operational delivery, supporting services at scale across geographically dispersed areas. Proven track record in improving operational performance, stabilising services, and embedding consistent processes through a pragmatic, data-led approach. Strong experience in building reporting capability from the ground up, leading organisational change, and supporting major transformation programmes, including system implementation and post-merger restructuring. Known for building trusted, high-performing teams and working collaboratively across operational and corporate functions to deliver sustainable service improvements.
Overview
12
12
years of professional experience
Work history
Head of Planning & Performance
The Riverside Group
2024.06 - 2026.05
- Lead the Planning & Performance function, overseeing multi-disciplinary teams including 2 Planning Managers (covering c.45 planners and administrators), an Insight Manager and a Systems Manager
- Responsible for service delivery across responsive repairs, heating repairs, domestic and commercial servicing, and EICR programmes
- Reduced unappointed responsive repairs from approximately 2,000 cases to a stable level of c.200, significantly improving service reliability and customer experience
- Took ownership of insight and reporting across the wider Property Services function, establishing a structured reporting capability where none previously existed
- Designed and implemented five performance dashboards (with multiple views), providing clear visibility of operational performance, risks and trends to senior leadership
- Led the remapping of operational areas and resource alignment following the merger of OHG and TRG, ensuring effective workforce deployment across the newly integrated structure
- Delivered large-scale data quality improvements, including housekeeping and status management of 1.1 million jobs dating back to 2013, improving reporting accuracy and system integrity
- Provide senior-level performance insight and reporting to support decision making, risk management and service improvement
- Play a key role in multiple transformation programmes, contributing to system design, process mapping and implementation of new operational models
- Work collaboratively across operations, IT, finance and compliance functions to ensure consistent, efficient and scalable service delivery
Operations Manager
The Riverside Group
2021.12 - 2024.05
- Managed repairs operations across four geographically dispersed operational areas, covering a portfolio of approximately 6,000 properties across 150 local authority areas
- Led a team of 4 supervisors and c.40 operatives, driving performance, productivity and service delivery
- Delivered a significant improvement in customer outcomes by reducing open complaints from c.150 cases to a stable level of around 30
- Built strong and trusted working relationships with operatives following a period of poor engagement, improving morale, communication and overall team performance
- Acted as Digital Champion during COVID-19, supporting the rollout and adoption of Microsoft Teams across own team and wider operational teams to enable remote working and maintain service continuity
- Led the implementation of revised priority frameworks within D&M (Day-to-Day Maintenance), improving consistency in work allocation and service response
- Managed responsive repairs service delivery, ensuring effective planning, scheduling and execution of works across a large and diverse geographical area
- Played a critical role in the remobilisation of contracts following the end of the Mears contract, coordinating the setup of suppliers, processes, fleet and system configurations with limited resource
- Worked cross-functionally with supply chain, systems and operational teams to re-establish service delivery capability quickly and effectively
- Focused on improving operational performance through process improvements, better resource utilisation and clear performance management
Insight and Performance Manager
Riverside Direct / Mears Group PLC
2017.11 - 2021.12
- Managed a team of 6 planners and a customer care officer, overseeing planning performance and service delivery
- Monitored and analysed operational performance, identifying trends, risks and areas for improvement
- Supported operational teams in achieving contractual KPIs through performance tracking and targeted interventions
- Produced regular performance reports to provide visibility of service delivery and inform decision making
- Worked closely with operations to improve planning effectiveness, resource allocation and customer outcomes
- Managed subcontractor performance, ensuring timely completion of works and effective communication
- Contributed to improvements in planning processes and workflows to increase efficiency and consistency
- Acted as a key link between planning, customer service and operational teams to ensure coordinated service delivery
Lead Planner
Mears Group PLC
2016.08 - 2017.11
- Led day-to-day planning activity, allocating workloads and managing operative diaries
- Coordinated subcontractor works and ensured effective job allocation
- Supported service delivery through planning efficiency and complaint resolution
Repairs Planner
Mears Group PLC
2014.03 - 2016.08
- Planned and scheduled daily work for trade operatives, ensuring effective allocation of jobs
- Liaised with clients and customers to provide updates on outstanding works and support service delivery
- Supported complaint handling and customer care processes
- Maintained planning systems and processed operative timesheets
Education
Some College (No Degree) - A Levels
St Johns Catholic Comprehensive School
Gravesend /2010 - /2012
GCSEs -
Northfleet School for Girls
Gravesend, Kent /2004 - /2009
Skills
- Communication skills
- Strong analytical skills
- IOSH managing safely
- PRINCE 2
- Operational leadership
- Performance reporting
Timeline
Head of Planning & Performance
The Riverside Group
2024.06 - 2026.05
Operations Manager
The Riverside Group
2021.12 - 2024.05
Insight and Performance Manager
Riverside Direct / Mears Group PLC
2017.11 - 2021.12
Lead Planner
Mears Group PLC
2016.08 - 2017.11
Repairs Planner
Mears Group PLC
2014.03 - 2016.08
Some College (No Degree) - A Levels
St Johns Catholic Comprehensive School
/2010 - /2012
GCSEs -
Northfleet School for Girls
/2004 - /2009