• Analysing, implementing and maintaining employee share plans for many large international corporations;• Understanding and documenting client requirements for new & existing share plans;• Documenting solutions and system configurations within existing business frameworks to support client requirements;• Identifying gaps in service offerings and innovating solutions to take client relationships forward;• Co-ordinating tasks within the business and engaging internal and external parties;• Managing and delivering to client expectation whilst challenging and renegotiation milestones where required;• Negotiating business / share plans solutions with client;• Identifying and managing risks within given controls and regulatory requirements;• Undertaking multiple work streams and managing workload according to business needs; • Managing internal and external resource where projects require additional support;• Articulating and presenting products and solutions to internal and external parties;• Understanding and articulating project lifecycles to all key stakeholders;• Testing and configuring new and existing products and solutions;• Pro actively identifying and seeking resolutions to system and operational issues;• Increasing product awareness and regulatory knowledge to support business strategy;• Working proactively both independently and as part of wider team of Project Delivery Specialists.

• Managing the implementation and ongoing dividend responsibilities for Employee Share Plan clients across 25 countries including UK, USA and mainland Europe;• Regular liaison with key stakeholders across the business to review KPIs, ensuring key project milestones were completed in line with project timelines;• End to end testing to ensure any migration system and data integrity issues were identified and rectified in anticipation of live operations;• Ensuring the smooth transition and implementation of dividend responsibilities for Employee Share Plans clients;• Reviewing procedures and existing FTE matrices to ensure resource is appropriate and responsibilities are clearly defined across the team;• Reviewing, amending and writing procedures with bespoke information provided where appropriate;• Day to day contact with onsite and remote Client Managers and Share Plans migration teams to agree dividend timetables and ongoing SLAs.

• Managing all aspects of the share register of FTSE 100, 250 and AIM & Plus listed clients with turnover amounts range from hundreds of thousands of pounds to over £1billion annually• Managing and developing the relationship with clients through effective communication, and executing client development strategies • Day to day contact with Company Secretariat, Senior Management and Board level employees• Acting as a dedicated point of contact for clients and managing client relationships in line with service agreements• Ensure high levels of customer satisfaction and loyalty, and quantifying through Client Satisfaction Assessments• Identifying opportunities for improved profitability through cost management and P&L analysis • Ensuring key client events (e.g. AGMs) are managed according to terms of contract and Service Level Agreements • Creating and maintaining procedural documentation for a specific relationship management process• Assisting the Business Development Managers to shape new business proposals and presenting these proposals directly to Company Secretariat and Board of prospective clients.• Project managing the operational implementation of services and/or products within agreed timescales, budgets and risk assessment • Actively involved in setting and delivering to budget, including prompt and accurate invoicing and effective management of bad debt • Providing input on drawing up SLAs and conducting contract negotiations, including fee reviews, in conjunction with Senior Relationship Managers• Reviewing and documenting any service failures, and amending procedures where appropriate to prevent recurrence • Conducting regular service review meetings with clients whilst identifying opportunities to cross/up sell• Acting as a communication bridge between clients and other departments to satisfy additional client requirements (e.g. dividend payments, shareholder communications)

• Supporting the Relationship Manager and Senior Relationship Manager in managing and developing relationships with clients• Undertaking administrative tasks as directed by Relationship Manager• Providing daily, weekly and monthly shareholder reporting to clients in line with Service Level Agreements• Assisting Relationship Manager to ensure that Siebel CRM system is kept accurate and up to date

• Answering policy holders calls and providing technical answers to their questions

• Undertaking personal account reviews with customers to assess their financial position• Providing proactive suggestions to customers to assist them in saving or making money whilst ensuring various branch targets were met and exceeded through cross/up sell• Supporting Customer Service Team and Cashiers to assist them in spotting potential opportunities during the service of a customer• Running training sessions with staff when instructed by Branch Manager as a means to increasing revenue/product take up through lead generation• Taking initiative to manage my own appointment diary and undertake outbound calling and banking hall service to increase the number of booked appointments• Supporting Branch Manager and Private Banking managers to launch and run campaigns (e.g. lending or saving offers) as directed by Area/Regional Management• Supporting Mortgage Advisors, Financial Planning Managers and Independent Financial Advisors by identifying opportunities and providing them with ‘warm leads’ following account reviews with customers• Analysis of customer accounts to identify trends and provide feedback to Area/Regional management on ways to improve account review process with customers

• Assisting customers with account & general queries in the banking hall and on the telephone• Identifying opportunities from customer queries and providing Customer Advisers with direct leads or booked diary appointments for account reviews• Supporting Customer Adviser with less complex customer requirements (e.g. opening accounts)• Assisting Customer Adviser with keeping a full appointment diary by engaging in outbound calling to generate appointments when required• Identifying areas where service could improve within the banking hall, and assisting cashiers by taking any non-cash based transactions to avoid queuing • Handling complaints sympathetically and rationally whilst ensuring proper procedures were followed to resolve them as quickly as possible

• Dealing with both cash and non-cash transactions• Processing accurate and timely transactions to ensure no losses occur to either the bank or to the customers• Identifying opportunities through transactions and discussion with customer to generate direct leads or booked appointments for the Customer Adviser or Customer Service Team