Hashim Akintoye
Dwp Claim Review Officer (Teleperformance Uk) @Department for Work and Pensions (DWP)
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WORK HISTORY
Dwp Claim Review Officer (Teleperformance Uk) @Department for Work and Pensions (DWP)
Manchester, GB
Conduct structured UC claim reviews against DWP policy, verifying ID, income/capital/self-employment to determine entitlement accuracy and prevent fraud/error.Plan and lead telephone interviews, asking probing questions to clarify circumstances, request, triage, and assess appropriate evidence proportionate to risk.Analyse financial/personal data to identify discrepancies, decide and action outcomes (reassessment referral, under/overpayment calculation, CFCD referral, corrective action).Document clear case narratives and maintain evidence files with accurate redaction/annotation; update UC systems to an auditable standard.Uphold data protection/security protocols and contribute to lessons learnt to improve guidance and consistency
ABOUT HASHIM AKINTOYE
Business Analyst and Process Improvement Specialist with 6+ years delivering operational, digital, and customer‑experience transformation across financial services and public‑sector environments. I specialise in analysing processes, redesigning workflows, and implementing data‑driven improvements that strengthen compliance, reduce cost, and enhance service delivery.My experience spans enterprise‑wide initiatives — from process optimisation in claims, lending, digital channels, and back‑office operations to CX strategy, service‑management frameworks, and automation programmes. I’ve delivered major projects including Freshdesk and Genesys implementations, automation of 77+ processes, SLA governance frameworks, customer‑journey redesign, and cross‑country CX improvement programmes.Skilled in requirements gathering, process mapping, root‑cause analysis, workflow redesign, and continuous improvement, I apply Lean Six Sigma and Agile practices to drive measurable, sustainable change. I thrive in environments where operational excellence, customer value, and digital innovation come together.Let\'s discuss if you\'re looking for a proactive leader who can navigate change, optimise processes, and drive sustainable business success.
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