Catherine Chappell Email & Phone Number

Key responsibilities: - Undertake horizon scanning to identify emerging regulatory development changes that may impact the company.- Assist in analysing and communicating regulatory changes to internal stakeholders.- Attend Regulatory and Industry Development Committee, preparing documentation for monthly meetings. - Assist in preparing and submitting returns to regulator.- Undertake regular Customer Service communication monitoring to ensure compliance with relevant TCF and regulatory requirements.- Undertake gap analysis of regulatory changes.- Review 3rd party service provider annual checklist to ensure that the contract continues to meet the needs of the company.- Assist in sanctions and PEP monitoring.- Undertake adhoc research projects presenting findings and recommendations.

Working with Customer Service, IT and Business Change function, key responsibilities included: - Key contributor in work requests centred around the design and implementation of business change initiatives. - Ensured the smooth delivery of processes and systems for Customer Service following an agreed end to end process. This included identifying problem areas, designing resolutions and monitoring output delivery. - Responsible for reviewing User Acceptance Testing and Business Acceptance Testing criteria and test scripts to ensure sufficient scenario coverage to enable test sign off. - Managed the expectations of all stakeholders.- Utilised an awareness of the regulatory environment to understand the impact of legislation and ensure compliance.- Team lead in simplifying and implementing changes in strategic and regulatory projects.- Liaised with colleagues at all levels of the business to resolve issues, identify requirements, formulate solutions and implement change. - Contact point for colleagues both within team and across company on a variety of issues, illustrating both strong communication and relationship management skills. Maintained a good working relationship with external providers.- Provided guidance and support to colleagues with their projects.

A supervisory role, monitoring performance, workflow and quality to ensure a superlative customer experience. Led training design and delivery. Was a point of referral on certain technical matters.

- Customer facing role, handling both general and administrative queries- Met with customers who came to the business who had general queries or required assistance in administering their policies. - Underwent a unique training programme, gaining knowledge of various financial products offered- Was point of reference for certain complex queries. - Dealt with complaint handling queries- Delivered training on various aspects of life assurance products.