 This role concentrates on being responsible for the smooth running of the ISA/G.I.A & SIPP products and being the ‘go to’ individual for any queries relating to these given products. I implemented was to establish a unique identifier which would has been used to track and match incoming transactions and acted as a pre-cursor to the user of internal Cass reconciliation. I have also managed to implement various ‘Buttons’ within Plum internal database system, which has not only sped up previous manual tasks such as Transfer in/Transfer Out and Cancellation but also given visibility and the ability to track these transactions for Audit and reporting purposes.I have also scoped out the need for instantaneous data transfer between us and third party administrators ensuring data cleaning. This has sped up processes for change of user details through the adoption of a Personal Amends API. I am currently in the initial phase of designing a fund switch for all fund types and a decumulation addition to the SIPP. I regularly initiate cross-departmental initiatives to ensure that the products are going through a constant development cycle, both keeping to a regulatory standpoint whilst remaining competitive and innovative. I oversee Customer Service and Compliance team members and make sure any issues are resolved and identify/create training opportunities from the queries received. I have created a bank of Macro responses within our messaging system to ensure that Customer service team members are able to answer some complex common questions with relative ease. I am the main contact for our external administrator and ensure that they are abiding to set SLAs and are held accountable as such. I also provide oversight and hold regular meetings on areas that could be improved and simplified. During my time with Plum, I have managed to 20x the overall AUM

 This role concentrated on all the administrative tasks associated with Pension consolidation from the initial set up and research to chasing and eventual filling of transfer forms and settlement of funds. I oversaw the operations of two internal team within the customer service team totalling six others. It was my job to dictate workload and make sure that tasks are completed in timely manner. Whilst I was there I created new processes to streamline communication with a series of larger pension firms, through lasting external relationships. This was achieved through the creation of a spreadsheet detailing all of the information we required to process a transfer. I worked using an ‘Agile’ way of working integrating cross-departmental communication to help implement improvement to the customer journey and makes the lives of the customer service team easier. I took advantage of the internal training opportunities, which meant that I was responsible for KYC sign off and bank verification for a couple of months during a particular busy period. I shared responsibility for all IFA initial contact and have run various training presentation to the rest of the customer service team on how to deal with IFAs. I was also a long-standing mentor to both new joiners or junior members of staff and was responsible for their development.