Embarked on a dynamic journey at Hilbert as a Sales Support Associate, seamlessly handling day-to-day administrative tasks from client onboarding to meticulously recording receipts. As the firm underwent a rigorous section 166 CASS audit, I played a pivotal role, supporting the Compliance Officer in crafting policies, procedures, and direct communication with the FCA. My journey progressed to Operations Manager, eventually shouldering the responsibility of CASS Operational… Show more Embarked on a dynamic journey at Hilbert as a Sales Support Associate, seamlessly handling day-to-day administrative tasks from client onboarding to meticulously recording receipts. As the firm underwent a rigorous section 166 CASS audit, I played a pivotal role, supporting the Compliance Officer in crafting policies, procedures, and direct communication with the FCA. My journey progressed to Operations Manager, eventually shouldering the responsibility of CASS Operational Oversight.Achievements and Responsibilities• Spearheaded the design and implementation of internal and external client money and safe custody assets reconciliation processes, navigating specialised auditors' scrutiny during the firm's section 166 CASS audit.• Managed a cohesive operations team overseeing client onboarding, asset servicing, payments, trade and settlement, client money and safe custody reconciliations, and client servicing.• Led monthly CASS governance and oversight forums, presenting MI data and key summaries to the board, with a keen focus on regulatory updates, training, breaches, and operational controls.• Orchestrated the preparation and submission of the monthly CMAR on RegData.• Collaborated with auditors to plan and execute the annual CASS audit, ensuring appropriateness for our business model, resolving queries, and facilitating a seamless process.• Drove improvements in systems and processes, working closely with the in-house development team to implement updates for regulatory changes.• Managed weekly dev-operations forums for ongoing projects, ensuring external parties were aligned with progress, timelines, and UAT planning.• Conducted root cause analysis for complaints and breaches, collaborating with the compliance officer to enhance processes and prevent future errors.• Oversaw changes to documents, brochures, and terms and conditions. Show less

• Investigate customer complaints for a third-party financial services administrator, providing a fair and impartial view for both the customer and client.• Write detailed sequences of events, identify root causes of complaints, and log any regulatory breaches.• Handle dissatisfied customers daily, demonstrating excellent communication skills both over the phone and in writing.• Manage time effectively to meet regulatory deadlines set by the FCA and clients' service level… Show more • Investigate customer complaints for a third-party financial services administrator, providing a fair and impartial view for both the customer and client.• Write detailed sequences of events, identify root causes of complaints, and log any regulatory breaches.• Handle dissatisfied customers daily, demonstrating excellent communication skills both over the phone and in writing.• Manage time effectively to meet regulatory deadlines set by the FCA and clients' service level agreements, liaising with clients and other departments when necessary.• Part of an oversight team exclusively dealing with complaints previously considered resolved but reinitiated by the client within eight weeks.• Provide weekly feedback to team members, emphasising fairness, honesty, and consistent improvement.• Review complaints on behalf of clients, meeting with them to discuss findings and identify trends and procedural enhancements. Show less

• Acted as the first point of contact for customers, handling inbound calls for a third-party administrator.• Administered collective investment schemes, life insurance, and pensions, addressing queries related to valuations, transaction history, and money laundering requirements.• Managed more complex inquiries, including fund mergers, performance queries, and ISA transfers.• Identified and forwarded complaints to the relevant team, managing customer expectations and ensuring… Show more • Acted as the first point of contact for customers, handling inbound calls for a third-party administrator.• Administered collective investment schemes, life insurance, and pensions, addressing queries related to valuations, transaction history, and money laundering requirements.• Managed more complex inquiries, including fund mergers, performance queries, and ISA transfers.• Identified and forwarded complaints to the relevant team, managing customer expectations and ensuring timely resolution. Show less

• Worked night shifts in a small team, taking calls for vehicle breakdowns or road traffic accidents.• Calmed emotional and distressed customers while quickly obtaining necessary details.• Collected payments when customers were not covered and followed Data Protection Act procedures.• Liaised with Recovery Operators for roadside assistance.• Worked as part of a white-label company on behalf of insurers & brokers.

Served customers food and drinks, managed bar stock, and maintained a clean, safe bar area.

Assisted children with their work, marked and recorded assignments, welcomed parents, and maintained premises.

Worked night shifts, replenishing stock and ensuring a safe and tidy shopping environment.