• Member of distribution leadership team, responsible for managing the UK and Europe sales support team• Hired to restructure and transform the team and increase use of technology to better support sales• Drive the usage and output from Salesforce, working directly with the users and senior business stakeholders to implement ongoing improvements• Work closely with and influence the digital and channel marketing teams in the use of digital marketing and single customer view to enable better targeting of clients• Operate at a group/enterprise-wide level and serve as a specialist resource to senior leaders and stakeholders• Apply expertise and creative thinking to address unique or ambiguous situations and to find solutions to problems that can be complex and non-routine• Lead change management programs of varying scope and type• Provide ongoing reporting as required to senior leaders, using MI, and developing new reports where required

• Member of distribution committee, reporting to MD.• Managed a team of 6 Client Service managers, who provide sales support and client service to the UK, Asia and EMEA sales teams and their clients• Client expert for the business, engaging with senior stakeholders to effectively present improvements and required change across the organisation, and pushing back where necessary to preserve our client delivery• Management of vendors and suppliers, data vendors and Salesforce.com• Support the set-up and running of a DD and business case process to identify options to make a step-change in the provision of UKTA services. Included liaison with multiple 3rd party asset servicing organisations

• Responsible for leadership of a team of 50 FTE in the Capita Asset Services - ShareDealing Division • Very hands on role, operating across the entire team, using varied management techniques and coaching styles to get the best out of different skill levels• Teams offer share dealing services by telephone and paper for private individuals and nominees © 500 inbound trades per day • Management of trading team for Employee Share Incentive Plans • Focus on efficiencies and process improvement, to deliver an outstanding customer service• Increasing levels of understanding about regulatory environment through training and creation of communications materials• Delivering high levels of employee engagement activity• Input into client take on and communications with shareholders

• Hands on people management and leadership of a large client services department, responsible for 100 people and five direct reports• Driving individual performance and motivating teams to exceed the expectations of diverse client types• Completion of multiple change projects; including the creation of an enhanced client servicing strategy for Key Account and Tier One firms; leading to a 15 point increase in Net Promoter Score (NPS)• Ensuring all regulatory aspects were embedded, through the development and delivery of training materials, briefings and presentations• Delivering strategic change and driving improvements using client insight and analysis e.g. NPS, complaints analysis and call end survey results• Seen as the ‘client expert’ by the business, engaging with senior stakeholders to effectively present improvements and required change across the wider organisation• Originating and using MI and data analysis to drive change and improve customer outcomes• Achieved a 15% reduction in staff turnover by creating high levels of employee engagement

• Negotiated and coordinated delivery of client legal agreements, service level agreements and preferential terms, liaising across the business and with external suppliers• Organised regular client reviews to ensure contractual and service level alignment• Developed and executed client communication strategy during fund rationalisation; coordinating Operational, Legal, Marketing and Compliance teams to ensure information was provided to regulatory timescales and was clear, and customer friendly• Managed operational relationships with all client types; Wealth Management, Financial Advisers, Strategic Partners, Institutions, Banks, Platforms and Multi Managers• Transformed Sales Support team, increasing outbound sales calls by 30 percent• Managed dealing, customer service and box management teams in handling c2,000 deals per month and all customer service calls • Retained through two acquisitions due to my detailed understanding of the customer needs, product knowledge, networking and issue resolution capabilities • Regular monthly reporting for segregated mandates, including attribution, performance and fund manager commentary• Contributed to success of UK Retail sales team achieving positive net sales each year • Managed the introduction of Salesforce.com to UK business and seamless transition to Microsoft Dynamics CRM

• Built my own team and business plan, to create a proactive sales support function, working within the constraints of existing business structures and staff• Support of Discretionary, Investment Partner and IFA sales team and their underlying clients• Oversaw all client interests in an operational outsource to IFDS – considered all implications and communicated with senior external stakeholders

• Sales support role for North and South West Sales Directors ‘Gold’ level accounts• Developed understanding of Asset Management customers’ needs