Ishrar Mussagi
Process and Assurance Analyst @Centrica
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WORK HISTORY
Process and Assurance Analyst @Centrica
Lead the coordination and facilitation of core governance meetings across DTS, ensuring timely distribution of high-quality materials, pre-read packs, and accurate documentation of actions and minutes.• Maintain governance frameworks, calendars, and Terms of Reference to support operational consistency and compliance.• Collaborate with the reporting team to ensure accurate and timely submission of performance data into key forums, enabling data-driven decision-making.• Drive continuous improvement of governance meetings by challenging operational performance and promoting adherence to processes through actionable insights.• Provide business analysis support to enhance the Continuous Service Improvement (CSI) framework and tooling, ensuring robust governance and assurance.• Commission and lead service improvement initiatives, developing and owning action plans that deliver measurable process enhancements.• Partner with reporting teams to define requirements for new dashboards and enhancements, while maintaining the people dashboard and resource tracker.• Maintain oversight of governance platforms and standards across DTS, identifying gaps and ensuring documentation meets Centrica’s quality criteria.• Produced governance materials, documentation, and action plans to support strategic initiatives and ensure alignment across teams.• Utilised Microsoft Copilot to analyse data and create agents that improved workflow efficiency and reduced manual intervention.• Used ServiceNow to create Collaborative Workspaces, manage the idea creation process, and progress requirements for development.• Carried out User Acceptance Testing (UAT) and established Test Management processes to enhance user experience following new changes.• Conducted a workshop to successfully create and deploy the Career Framework, enabling employees to engage more effectively with their development.
EDUCATION
The City of Leicester School
GCSE
Leicester College
Vehicle Maintenance and Repair Technician
SKILLS
ABOUT ISHRAR MUSSAGI
Process and Assurance Analyst with strong experience in process optimisation, workflow analysis, governance, risk, and compliance within large customer service operations. Proven ability to work with senior stakeholders to define controls, improve service performance, introduce automation, and deliver sustainable operational improvements. Experienced in digital transformation, including the use of Microsoft Copilot to analyse data, automate reporting, and streamline workflows.Previously held a dedicated role in enterprise B2B sales and account management, consistently exceeding sales and service targets in target‑driven environments. Demonstrated success in consultative selling, client relationship management, pipeline management, negotiations, renewals, and cross‑sell activity, while supporting team leadership and coaching to improve performance. This commercial background provides a strong understanding of customer needs, revenue drivers, and operational impact, which is now applied to assurance, governance, and service improvement work.Highly skilled in stakeholder engagement, workshop facilitation, documentation, and communication, including the successful design and deployment of an organisational Career Framework. Recognised for producing high‑quality reports, action plans, and decision materials that support governance, compliance, operational efficiency, and continuous improvement.
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