A day in the life of an Income Services Manager
Shubash Miah joined Connect two years ago and has been widely recognised across the organisation for the work she’s been doing.
Which team are you responsible for?
I’m the Service Manager for Income Services. There’s two parts – the Rent Accounting team and the Money Matters team, so I manage a team of nine officers. In terms of the Rent Accounting side, the purpose is to maximise income collection and minimise arrears for the business. The Money Matters side maximise income for our customers and help minimise any debts that they have.
What does a typical workday look like for you.
A typical day would look like emails, training and meetings, whether its meetings that I’m leading, or attending as a participant. I have a lot of focused work in my diary. I look at performance, review cases and analyse data. My long-term focused work will be reviewing and writing policies, procedures and strategies, and designing training sessions.
On a reactive basis I’ll be responding to changes in staffing requirements, managing resources, responding to any questions around complex cases and checking in with my team to see how they’re doing.
What is it like working with your team?
I am a target driven person, I like to challenge myself and I’m so glad my team are the same, which makes us a great fit. We love our data, our figures, and we are all very target driven. The fact that I have a team of officers who are so self-motivated makes my life so much easier – I think they’re brilliant and I absolutely love my team.
How did it feel to be nominated for, and to win, Connect’s annual staff awards?
I’m very fortunate and feel honoured and humbled to have won in a few categories. When I first started it was Biggest Splash, and this year, the Leader of the Year award. We also won the Collaborative team of the year, both years.
I consider myself somebody who quietly keeps my head down and just does my work. I didn’t realise how well recognised my, and my teams, work had been. I’m really grateful, thank you.
You can watch our interview with Shubash below!
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