Building from the ground up, the EQ Retirement Solutions change & delivery readiness standard operating frameworks and business division, specifically focusing on new client implementations, client exits and operational/technical & regulatory change (40+ FTE)Design, develop and deploy standardised frameworks for all regulatory, change scheme exits and scheme onboardings aimed at mitigating risk and maximising revenue through the use of recyclable standardised and governed… Show more Building from the ground up, the EQ Retirement Solutions change & delivery readiness standard operating frameworks and business division, specifically focusing on new client implementations, client exits and operational/technical & regulatory change (40+ FTE)Design, develop and deploy standardised frameworks for all regulatory, change scheme exits and scheme onboardings aimed at mitigating risk and maximising revenue through the use of recyclable standardised and governed frameworks.Co-ordinate, plan and lead multiple teams accountable for the successful delivery of service across “business-as-usual” and project activities, delivered in-line with client, budget, quality and risk appetite.Ensure the strategic delivery and overall performance of allocated locations, engaging with peers to maximise productivity, efficiency and commercial opportunities. Develop and employ efficient methods of working including the embedding of a culture of continuous improvement/drive for quality whilst maintaining regulatory compliance.Set clear Key Performance Indicators and objectives for all direct reports to drive service delivery, contractual service attainment, department quality standards and employee engagement.Guide, coach and mentor teams and colleagues, using previous experience and knowledge to support individual and collective growth, demonstrating clear and strong leadership to effectively motivate.Effective communication with team, peers and the senior leadership team, presenting a transparent method of working, employing active listening to ensure all views are heard and considered and enacting practices which support the delivery of first-class customer service. Show less

Management of the EQ Paymaster Business Process Outsourcing proposition including design and ownership of the Target Operating Model for both TPA and SaaS solutions.Design and ownership of the Design Authority, executing robust governance for change programs associated to the BPO product/service lines and oversight of handover from proposition design into operational delivery.Delivery of client solutions, ensuring these mirror strategic goals, objectives and tactical demands of… Show more Management of the EQ Paymaster Business Process Outsourcing proposition including design and ownership of the Target Operating Model for both TPA and SaaS solutions.Design and ownership of the Design Authority, executing robust governance for change programs associated to the BPO product/service lines and oversight of handover from proposition design into operational delivery.Delivery of client solutions, ensuring these mirror strategic goals, objectives and tactical demands of EQ Paymaster and associated business divisions.Provision of solution consultancy to complex business issues, conducting impact change assessments, identifying gaps & opportunities.Support, guide and consult on key distribution activities and associated target market exercises, which includes the production of marketing and client communication materials, aimed at driving long-term, strategic relationship revenue streams whilst supporting new business and existing client strategic and tactical initiatives. Show less

In addition to the details outlined in the Client Relationship Manager role (below), I additionally hold responsibility for the design and implementation of RPMI’s Client Relationship strategic deployment. Specific Achievements include:Design and allocation of the RPMI Client portfolio based on client needs and requirements aligned to skills, knowledge and experience of internal stakeholders.Planning and implementing policy that manages client’s expectations and acting as a… Show more In addition to the details outlined in the Client Relationship Manager role (below), I additionally hold responsibility for the design and implementation of RPMI’s Client Relationship strategic deployment. Specific Achievements include:Design and allocation of the RPMI Client portfolio based on client needs and requirements aligned to skills, knowledge and experience of internal stakeholders.Planning and implementing policy that manages client’s expectations and acting as a conduit within RPMI to ensure all activity is centralised to present the best possible member and client outcome.Management and development of the strategic client relationship plan, monitoring performance resulting in recommendations to ensure strategic plans KPIs are met and long term strategic growth targets are achievable and realistic. Show less

Here I hold responsibility for the development, maintenance and management of a portfolio of clients, providing technical consultation to clients, trustees, trade unions and internal stakeholders, disseminating details of legislative and scheme based changes, including the provision of propositional developments.Specific Achievements include:Oversight of BAU and project work, defining and delivering the parameters to ensure a customer centric approach, taking ownership of the client… Show more Here I hold responsibility for the development, maintenance and management of a portfolio of clients, providing technical consultation to clients, trustees, trade unions and internal stakeholders, disseminating details of legislative and scheme based changes, including the provision of propositional developments.Specific Achievements include:Oversight of BAU and project work, defining and delivering the parameters to ensure a customer centric approach, taking ownership of the client relationship and acting as the voice of the employer within RPMI.Supporting clients through technically challenging and intricate scenarios such as triennial reviews, IT platform migrations, digestion and comprehensive of complex Defined Benefits and Defined Contribution scheme rules and the ever-changing pension regulation landscape.Understanding the broader operating environment, engaging clients to acknowledge their corporate strategy and future needs, identifying areas where RPMI can provide support and service, act as a critical friend as well as proactively recognising commercial opportunities that add value for both RPMI and the client.Ownership of 24 client relationships, including Sponsoring Employers, Pension and Management Committees (which include Train Operating Companies (TOCs), FTSE100 organisations, National and International clients). Show less

Jan 2016 – Dec 2018: SME Solutions Planning Manager – Aviva Here I provide a range of related client management and planning services to drive forward growth and profitability, whilst also providing strategic ideas and `vision` to progress commercial performance. Additionally I am a `central hub` or focal point for all leadership queries/issues related to planning; interacting with senior leaders and ensuring that… Show more Jan 2016 – Dec 2018: SME Solutions Planning Manager – Aviva Here I provide a range of related client management and planning services to drive forward growth and profitability, whilst also providing strategic ideas and `vision` to progress commercial performance. Additionally I am a `central hub` or focal point for all leadership queries/issues related to planning; interacting with senior leaders and ensuring that excellent relationships are built and maintained. I work alongside other teams to provide business development support and directly assist other managers and employees to achieve success.Specific Achievements include: Management and development of the strategic plan, monitoring performance resulting in recommendations to ensure strategic plans are aligned to risk tolerances and profitability target Developed a targeted approach to the design and implementation of the E2E customer journey(s), ensuring that each customer journey is created to maximise efficiency and significantly enhances the customer experience Maximised the growth of the Distributer Landscape, increasing the customer base significantly (details can`t be put on LinkedIn but I can discuss them)  Achieved growth by understanding customer requirements and shaping propositional deliveries by embedding future proof strategies Utilised analysis of market trends and activities to understand trigger points for Distribution activity and influence alignment of campaigns / communications to B2C /B2B markets Reduced Work Place Pension application process time from 5 days to 15min, through increasing automation and implementing digital processes. Show less

Jun 2014 – Dec 2015: Workplace Manager – Aviva Here, I led on the strategic implementation of the Aviva Workplace Pension Savings proposition, ensuring all company and staff objectives were achieved. This meant, managing key regulations around remuneration as well as rolling out changes, making process and systems for remuneration structure through system implementation. I was a key conduit between pricing, governance, marketing, propositions and distribution depts. to ensure… Show more Jun 2014 – Dec 2015: Workplace Manager – Aviva Here, I led on the strategic implementation of the Aviva Workplace Pension Savings proposition, ensuring all company and staff objectives were achieved. This meant, managing key regulations around remuneration as well as rolling out changes, making process and systems for remuneration structure through system implementation. I was a key conduit between pricing, governance, marketing, propositions and distribution depts. to ensure requirements managed and met. I also spearheaded the co-ordination of resource to deliver propositional developments and enhancements that generate new business whilst also ensuring customer retention Show less

Feb 2009 – May 2014: Corporate Account Manager – Aviva This roles involved working as a National Account Manager, providing consultation to Intermediaries and on a Business to Business basis on market relevant content / propositions through various mediums including; presentations to C-suite members. As such, I oversaw the strategic delivery and deployment of the Aviva Corporate Pension proposition with industry leading Financial Services distributors.

Key Achievements and Responsibilities: ● Acted as the Commercial Strategic Management for the B2B and B2C channel within Aviva’s Corporate Pension Channel, implementing a channel strategy to achieve 3-year P&L growth ambitions ● Delivered targeted profit margins, whilst also supporting our Distribution channel with relationship management of key distributors in the Corporate Pensions market● Oversaw the successful engagement of key internal stakeholders which identified significant… Show more Key Achievements and Responsibilities: ● Acted as the Commercial Strategic Management for the B2B and B2C channel within Aviva’s Corporate Pension Channel, implementing a channel strategy to achieve 3-year P&L growth ambitions ● Delivered targeted profit margins, whilst also supporting our Distribution channel with relationship management of key distributors in the Corporate Pensions market● Oversaw the successful engagement of key internal stakeholders which identified significant risks and recommended solutions to the Aviva Board which mitigated risk which also maximised opportunities● Managed a team of 7 Pension Actuaries, overseeing commercial activities which resulting in becoming the largest provider of business work place pensions and an overall 22% of the market share Show less

Key Achievements and Responsibilities: ● Managed multiple stakeholders within Aviva and external partners for effective delivery of each product launch, ensuring risks were identified and ownership of key deliveries were managed in accordance with the delivery plan● Daily management of unit pricing and “box management” function for £65M assets under management / c.15,000 individual customers● Led the strategic implementation and oversight of the launch of new Structured Products… Show more Key Achievements and Responsibilities: ● Managed multiple stakeholders within Aviva and external partners for effective delivery of each product launch, ensuring risks were identified and ownership of key deliveries were managed in accordance with the delivery plan● Daily management of unit pricing and “box management” function for £65M assets under management / c.15,000 individual customers● Led the strategic implementation and oversight of the launch of new Structured Products partnerships on behalf of Aviva (working with Barclays Bank, Deutsche Bank, Abbey National) Show less

Key Achievements and Responsibilities: ● Ownership of the strategic Joint Venture relationship with the Royal Bank of Scotland Joint Venture for the portfolio of ISA / Unit Trust / PEP clients● Effective resolution of complaints and disputes in accordance with internal policy, Financial Ombudsman ruling and FSA principles

• Daily administration of the General Accident portfolio of Life Assurance products.• Resolution of customer enquiries through various mediums.• Delivery of client outputs in line with internal service level agreements and regulatory time-scales.