The TLS Team Member’s Story – July
Every month, we get to know a bit more about one of our linguists, and sometimes a member of the TLS team. This month, we meet Faheem Dharma, our Operations Delivery Manager.
Tell us about the work you do at TLS.
As Operations Delivery Manager, my role is to ensure the business runs smoothly on a day-to-day basis. I oversee our operational delivery, work closely with our teams to continuously improve processes, and ensure we provide the highest possible standard of service to our customers and service users.
I also support our colleagues by making sure they have everything they need to perform their roles effectively. This includes managing day-to-day equipment, sourcing specialist hardware, implementing new software and systems, and ensuring our teams have access to the tools and technology required to deliver an efficient, reliable service. Whether it’s operational improvements, technical solutions or supporting staff with their day-to-day requirements, my focus is always on enabling the business to operate as effectively as possible.
What’s been your favourite project at TLS?
One of my favourite projects has been helping to develop our Vista system. Earlier in my career, I had the opportunity to contribute to systems used by Stockport Council and the Royal London Hospital. That experience gave me valuable insight into what an effective operational platform should look like. When we came to build our own system, I was able to help shape a solution that genuinely supports our teams and makes their day-to-day work more efficient.
What has been your biggest challenge?
Without question, the biggest challenge was supporting the business through the COVID-19 pandemic. Over the course of a single weekend, we transitioned our office-based workforce to remote working. This involved preparing laptops, telephones and other equipment for the team, delivering them to employees’ homes and helping everyone get set up in time for Monday morning. It’s safe to say there was no shortage of calories burned over the weekend!
Despite the challenges, we maintained business continuity and continued delivering essential language services without interruption. This was only possible thanks to the dedication of the entire team. Special recognition goes to Carlo, our Innovations Director, whose leadership and development of remote service platforms ensured our customers and service users continued receiving the support they needed during an incredibly difficult period.
Can you tell us about a time your work made a difference to someone’s life?
During a personal visit to the Royal London Hospital, I overheard reception staff discussing a critically ill British Sign Language (BSL) user who had arrived in A&E without access to an interpreter. Recognising the urgency of the situation, I contacted our operations team immediately and asked them to source a BSL interpreter as quickly as possible.
Within 30 minutes, we had an interpreter at the hospital. Afterwards, I learned that the patient required emergency surgery but had been unable to understand what was being explained or provide informed consent because there was no interpreter present. Knowing that we were able to help remove that communication barrier at such a critical moment is something I will always be proud of.
Tell us what you enjoy doing outside of work.
Outside of work, I’m a keen DIY enthusiast and enjoy taking on home improvement projects. I’m also passionate about fitness and spending quality time with my twin boys, who certainly keep life busy and entertaining. My gym sessions keep me fit… my love of chicken burgers keeps me humble!