Emlyn Phillips Email & Phone Number

Kronberg, He, De

Kronberg, Hesse, Germany

Team Leader of the Re-Registrations and Transfers team within Personal Investing and Advisory German Operations. I manage the team responsible for the day-to day operation covering transfers in and out, internal transfers, the processing of tax acquisition data and fund data management processing. This includes working closely with a team in India which supports a number of outsourced processes for the Transfers team, as well as carrying out the role of Contract Manager, responsible for the service management of the team in India for all outsourced FFB processes. The role involves providing additional support in the areas of stakeholder management, focus on quality, efficiency savings, project support, recruitment, staff coaching and the development of technical skills.

Kronberg, Hesse

Initially on an international assignment, which became a permanent role from1 April 2021 with FIL Fondsbank GmbH in Kronberg, Germany to support several process improvement initiatives within the operations division. This involved operational model analysis and comparison with other Global Distribution Operations functions to deliver best practices and drive automation rates, as well as support cultural integration initiatives between locations and lead the operational workstreams of strategic projects.

Gurgaon, India

I provided oversight of 3 main support functions across the Global Distribution Operations function based in India: a Platform Technical Support Team, which provided depth and breadth of operational process skills and supported new change on the operating platform by leading other operational teams and subject matter experts on change and optimisation initiatives; a Business Change Team, comprising project managers responsible for the delivery of a wide range of UK Business and regulatory change initiatives; and a Training Team, which developed and delivered operational training and development initiatives for the Global Distribution operations function.

Gurgaon, India

I headed up the Retail Pension Operations team in the Gurgaon and Noida offices, provided process ownership to the local team and supported the development and strengthening of the management team. I led the team through a business-critical transformation and re-platforming programme that aligned our operations in India with our global business strategy and ensured there was suitable accountability and appropriate senior representation for the operational readiness and migration activities.

Lower Kingswood, Uk

Functional oversight of Retail Pension Operations team based in Gurgaon, India and overall responsibility for quality across the pension, process and regulatory change within the product. This involved providing first class service to our customers through the effective leadership of the team based across both the UK and India; building a long-term legacy of high quality standards and commitment to people development; leading and driving improvements in the quality of customer service by looking at process improvement; building a robust quality control framework; ensuring that the Retail Pensions Operations team acted as a centre of excellence within the operational world; ensuring delivery of all key projects related to Retail Pension Operations; and supporting the implementation of the Investment Platform and deliver on strategic initiatives.

Tunisia

Provided leadership and responsibility for the UK Customer Operations teams based in Tunisia supporting operational processing functions covering New Accounts, Broker Services, Dealing and Re-Registration and Transfers, working closely with counterparts in India and the UK. I managed a local management team responsible for the day-to day operation and provided additional support in the areas of stakeholder management, focus on quality, efficiency savings, project support, staff coaching and the development of technical skills. Within this role I delivered first-class customer service, led and implemented process improvements and created a centre of operational excellence. I was also responsible for maintaining the smooth running of the operation and supporting a successful transition of activities with no client detriment following a business decision to close the Tunis office, resulting in staff redundancies and redeployments.

Provided senior management support to UK Customer Operations teams supporting Legal, AML and product specialist operations as well as subject matter expertise. Involved managing a group of Managers/Assistant Managers who were responsible for day-to-day processing; liaising with other business areas, 3rd party providers and partners; managing costs through supporting the increase in automation and process efficiencies; adhering to regulations and internal SLAs; coaching staff; and providing subject matter expertise on a range of key initiatives through the development cycle ensuring a smooth implementation.

Gurgaon, India

Provided senior management support during 6-month secondment. I was responsible for the UK Customer Operations teams based in India supporting operational processing functions covering New Accounts, Broker Services, Dealing and Re-Registration, working closely with counterparts in the Tunisia and UK. I managed a group of Managers responsible for the day-to day operation and provided additional support in the areas of stakeholder management, focus on quality, efficiency savings, project support, staff coaching and the development of technical skills.

Lower Kingswood, Uk

Provided subject matter expertise on the operational impacts of change during the development and implementation of change initiatives. Worked with business representatives within Customer Services, Sales, Marketing, Finance, Technology, Compliance and Proposition. Provided support to Customer Services management team to deliver effective solutions that reduce risk, increase efficiency, drive profitability and improve the client experience.

Uk, India And Germany

Jul 2007-Jan 2010, Manager, Global Pricing Team, UK Customer Operations, Tonbridge, UKAug 2004- Jul 2007, Assistant Manager, Offshore Dealing Team, Lower Kingswood, UKMay 2003-Aug 2004, Supervisor, Offshore Dealing Team, Gurgaon, IndiaAug 2002-May 2003, Supervisor, Offshore Dealing Team, Frankfurt-am -Main, GermanyMar 2000-Jul 2002, Client Services Associate, Offshore Dealing and Exits Teams, Lower Kingswood, UK

Hemel Hempstead, United Kingdom

UK-based German-language reservations agent for Budget Rent-a-Car

Kagoshima Prefecture, Japan

Japan Exchange and Teaching Programme Assistant English Language Teacher based in Setouchi-cho district in Kagoshima Prefecture, Japan