Ridwaan Manjoo

• Efficiently managing notifications about Health Practitioners through a risk based framework and by acquiring a deep understanding of the relevant Laws, Codes of Conduct, Standards and Guidelines
• Conducting complex investigations about Health Practitioners by co-ordinating with relevant stakeholders, conducting case discussions with Heath Practitioners, conducting formal interviews, obtaining and analysing evidence, and preparing concise and plain reports about their compliance
• Advising and guiding the relevant National Boards on managing the risk involved with Health Practitioners' conduct and performance.
• Mentoring and supporting team members by sharing resources, providing ongoing formal and informal training about Ahpra's processes and approaches, assisting team members with ad-hoc requests for assistance
• Initiating and leading projects with a focus on improving Ahpra's processes
• Appointed as an interim Senior Regulatory Advisor while my leader was on leave. In that role, I provided guidance to team members about their matters, proofed and reviewed written recommendations to the relevant Boards and Committees and mentored the team towards excellence through case management strategies

My contributions at Ahpra

• Developed, facilitated and delivered modules for the "Ïnduction Peer Support Program". I am also involved in the future delivery of the program and the new notifications induction training program
• Championing Case Discussions by actively initiating meetings with Practitioners, inviting colleagues to observe my case discussions and providing guidance on how to manage challenging meetings
• Actively involved in the Staff Reference Group, responsible for facilitating staff input and feedback to the Notifications Leadership Group about processes and activities in Notifications
• Actively involved in the Business Transformation Program as a change agent and as a subject matter expert helping with the delivery of Salesforce through the delivery of training and preparation of guidelines.

• Acting) Telecommunications Industry Ombudsman, Led and mentored a team of Dispute Resolution Officers by devising case management strategies and providing ongoing training within a culturally safe environment
• Successfully initiated a strategy helping the team reduce its total aged cases from 37% to 14% within three months
• Prepared detailed reports explaining recommendations based on the evidence reviewed and the application of relevant laws, industry codes, guidelines, and position statements
• Regularly briefed senior leadership about the team's progress through statistically driven reports and recommended strategies towards enhancing the team's productivity, work quality and efficiency
• Conducted weekly team and individual meetings to discuss achievements and areas of improvement within an inclusive and culturally safe environment
• Guided the team towards excellence by setting achievable targets and by preparing performance development programs to identify opportunities for career progression and development.

• Conciliated and investigated complex complaints, including breach of industry guidelines, small business compensation claims, responsible provision of services, credit default listings, financial hardship assistance requests, privacy breaches, and contractual disputes
• Prepared and presented detailed reports (in plain English) explaining my recommendation based on the evidence reviewed, the relevant laws, industry codes, guidelines and position statement
• Successfully developed, prepared and facilitated training programs, on assessing financial compensation claims, investigating credit default listings and responsible provision of services
• Mentored team members by providing tips and referring them to resources to help them be effective and efficient in their roles
• This involved case management, time management and communication strategies
• Demonstrated my excellent negotiation skills by settling 84% all my matters though an agreed outcome.

• Provided support to the Bank's Financial Services department by assessing home loan applications through a financial risk analysis framework
• This included analysing clients' financial situation, their sources of revenue, expenses, assets, and liabilities
• Consulted and negotiated with bankers, clients, and solicitors before finalising loan applications
• Maintained ongoing knowledge of the institution's regulatory obligations (National Consumer Credit Protection Act 2009), policies, and guidelines to maximise an outcome for all parties involved.

• Reviewed clients' accounts, Identified delinquent customer accounts and developed appropriate recovery strategies in adherence to legal and industry standards
• Assisted customers facing payment difficulties and ensured compliance with regulatory requirements
• Oversaw the collections process while upholding legal compliance with The Privacy Act, The National Credit Code, and the Australian Consumer Law
• Prepared reports to track customer debt and delinquencies.

• Consumer Action Legal Centre (CALC)- Provided legal support and assistance to the senior solicitors within a consumer advocacy organisation
• Drafted memoranda summarising legislative research on consumer rights and obligations
• Drafted civil pleadings by analysing clients' records and documents
• Drafted letters of demand/complaint to organisations, such as the Australian Competition and Consumer Commission (ACCC).

• Conducted legislative research into offshore investment mechanisms and drafted internal memoranda summarising my findings to the senior management
• Drafted and prepared contractual agreements between the firm and its clients for my manager.