- Supervisory lead for a global payments firm, responsible for identification and mitigation of actual and potential harm across its products and services offered to the UK financial market.

- Project lead on the development of the three legal instruments for the APP scams reimbursement policy - Specific Requirement 1, Specific Direction 19 and Specific Direction 20.- Project lead on the development of the APP scams reimbursement policy in CHAPS and associated Specific Direction 21

• Developed and deployed policy approach within fraud & scams, specifically relating to investment scams. • Proactively shared knowledge by creating and deploying relevant training, as well as holding open door ‘clinics’ on investment scam issues. • Managed a business support administrator, and oversaw their personal development during the apprenticeship period.• Developed and managed a team of technical experts in the investment scam field. • Supervised the social media teams… Show more • Developed and deployed policy approach within fraud & scams, specifically relating to investment scams. • Proactively shared knowledge by creating and deploying relevant training, as well as holding open door ‘clinics’ on investment scam issues. • Managed a business support administrator, and oversaw their personal development during the apprenticeship period.• Developed and managed a team of technical experts in the investment scam field. • Supervised the social media teams for the Financial Ombudsman Service, ensuring appropriate reputational risk monitoring in communications with consumers & businesses. • Coached and mentored colleagues across the department in managing caseloads and resolving cases faster. • Communicated with internal and external stakeholders on policy matters with a view to assist with understanding of the Financial Ombudsman Service’s approach to investment scams.• Analysed departmental efficiency utilising PowerBI as well as independently created data sets and provided feedback to senior leadership. Show less

• Resolved disputes between commercial lenders, financial institutions, banks and their customers.• Adjudicated on matters relating to all forms of financial disputes including mortgages, investments, insurance, general banking, consumer credit and fraud.• Developed an understanding of financial products and structures in both the retail and commercial sectors.• Mediated on specific complaint issues between financial businesses and consumers, with reference to legislation and… Show more • Resolved disputes between commercial lenders, financial institutions, banks and their customers.• Adjudicated on matters relating to all forms of financial disputes including mortgages, investments, insurance, general banking, consumer credit and fraud.• Developed an understanding of financial products and structures in both the retail and commercial sectors.• Mediated on specific complaint issues between financial businesses and consumers, with reference to legislation and financial regulations.• Analysed a wide range complex evidence and came to an outcome based on an analysis of both the consumer’s and the business’ submissions.• Communicated dispute decisions clearly and promptly to both consumers and businesses.• Drafted views and recommendations to both businesses and consumers explaining outcomes clearly and fairly. • Interviewed consumers and business representatives to gather or supplement evidence for a case.• Collaborated with my team and larger pod to share insights and best practice, as well as varying approaches to assessing different areas of cases. Show less

• Adjudicated complaints focused around the conduct of insurance selling.• Collaborated with colleagues in other divisions to create tools which helped more efficiently gather data on customer feedback to the organisation.• Broadened my knowledge of various financial instruments and their associated insurance allowing me to be flexible in my role, and assess a wider scope of cases. • Applied Ombudsman tone of openness, honesty and transparency to assessing cases, ensuring a balance… Show more • Adjudicated complaints focused around the conduct of insurance selling.• Collaborated with colleagues in other divisions to create tools which helped more efficiently gather data on customer feedback to the organisation.• Broadened my knowledge of various financial instruments and their associated insurance allowing me to be flexible in my role, and assess a wider scope of cases. • Applied Ombudsman tone of openness, honesty and transparency to assessing cases, ensuring a balance outcome was reached in a fair manner. • Specialised in complaints surrounding small to medium financial businesses, and focused on intricacies to do with policy terms and medical conditions. Show less