Operations has always been the core of my career aspirations. In my previous roles, I've helped design and implement wealth management processes, trained countless team members, and even stepped in to cover for an Associate Director of Operations during maternity leave for a large IFA practice in East Anglia.I am thrilled to be part of WWP's growth phase. My role is pivotal in leading the operational aspects of the business, with a keen focus on maintaining the high standards our clients expect, whilst managing resources. I am passionate about creating streamlined, effective processes that drive business success and client satisfaction. A few key aspects of my role include:- Launching and managing a new back-office system (Intelliflo), including ongoing maintainence- Meeting with all of our vendors, which includes contract negotiations- Assisting with our companywide rebrand and website overhaul- MI reporting to the board and data cleansing/monitoring- Maximising the use of our existing tech stack and integrating new solutions as needed- Managing IT and systems- Recruiting and managing administration staff- Providing comprehensive training to all staff, to include advisers, on business processes and systems- Managing our client portal (MoneyInfo)- Overseeing "Client Experience" and implementing a streamlined, client-centric onboarding process- Implementing the use of client surveys to help improve our service and ensure we are meeting (and exceeding) Consumer Duty principles. Analysing this useful data to ensure we adapt to our clients’ needs- Providing technical, high-level, administrative support to two busy advisers

I moved to Gibbs Denley when the adviser I had previously been supporting at Beckett Investment Management Group retired - choosing to take on an opportunity with a new firm and add further responsibility to my role.In addition to the responsibilities listed in my other support roles at Mattioli Woods and Becketts, I am responsible at Gibbs Denley for:- Managing the administration team in the absence of the Head of Client Administration. To include; managing workflow into the team and holding weekly team meetings for all three office locations- Processing complex, bespoke, new business cases, for all advisers, to include; trusts, onshore and offshore bonds, bond assignments, defined benefit transfers, CGT managed investments, SSAS, AIM portfolios, VCTs & EIS investments, to name a few- Offer support to my line manager, who is Head of Client Administration for all GD offices- Provide training to all staff on the company’s new back office system when it launched (Intelliflo)- Provide training to all staff on processes and compliance- Checking colleague’s work for compliance and process accuracy- Creating and consulting on processes and procedures we use when administering client accounts- CGT scenario calculations- Training all team members in all areas of client administration- Supporting board-level directors closely- Managing high volumes of work and ensuring great client outcomes

Alongside my Senior Client Support role, I was covering the maternity leave of an associate director from the Operations Team (January 2023 - July 2023). Responsible for:- Generating MI reports for the board- Working extensively on our data, to ensure it is the best it can be- Working with the integrations team at Progeny (the firm who has bought Gibbs Denley) to ensure a smooth transition of the business from GD to Progeny for clients and staff- Client communications- Forecasting- Improving processes across the business- Authorising and signing-off administration’s work (new business processing, dealing instructions, income requests, etc.)- Staff training- IT support- Systems support to whole company (Intelliflo)- Meeting with service providers to ensure we are utilising all areas of the systems the company uses and pays for- File checks

This role helped to develop upon, and increase, the skills and knowledge gained whilst working at Mattioli Woods. Namely supporting a senior associate director and managing his large client bank, covering all areas of financial advice. My day was always varied, but often included:- Providing high level, one-to-one, administrative support, for an associate director with c.250 clients- Ensured a smooth move of clients to other advisers when the adviser I supported started his transition to retirement - including briefing clients and helping to lay any concerns to rest- First contact for all of my adviser’s clients- Drafted suitability reports- Completed cashflow modelling and planning for clients- Cost and charges analysis- Completed analysis on client’s existing plans ready for reporting recommendations- Aided in the company-wide rebalance each quarter- All trading and dealing for the adviser’s client- Updating factfind information into our back-office system (Intelliflo)- Attended client meetings, drafted (then sent) meeting minutes. Including pinpointing action points and completing them- Arranging regular and ad-hoc income for clients- Generating meeting packs for the client’s regular review meetings- Processing all new business- Ensuring client’s allowances are fully utilised- Arranging client review meetings- Following strict and precise processes to ensure all tasks undertaken are compliant and focussed on good client outcomes

I was asked to take on this role to support the managing partner’s clients exclusively. These clients accounted for over £100m of assets under management. In addition to the responsibilities in my role as a Client Relationship Manager, I was responsible for:- Writing suitability reports- Product and provider governance research- Compiling information obtained from letters of authority into templated documents for use when writing reports

Providing administrative assistance to financial advisers for high-net-wealth individuals within the private wealth management sector. Helping the advisers to create and preserve wealth, as well as meeting all protection needs, whilst ensuring brilliant client outcomes. My role consisted of:- Working alongside my team to ensure successful implementation of the MiFID II legislation- Minute taking during client meetings and collating action points - and then completing the actions agreed- Updating my bank of clients on our back-office systems to provide quarterly valuations for their accounts, which included; GIAs, Stocks and Shares ISAs, SIPPs/PPs, VCTs, EIS’, Onshore & Offshore Bonds and Private Investment Opportunities- Using the back-office solutions; Adviser Office/First & Curo- Dealing with a wide range of insurance products for client protection needs - from health insurance to life assurance- Liaising with providers and gathering required information to report to our clients- Attitude to risk calculations- Obtaining up-to-date AML documents for our compliance records- Trading on a number of different platforms; Standard Life (& Standard Life Wrap), Pershing, Old Mutual Wealth, Aviva and Fidelity, to name a few- Processing new business with a plethora of different providers- Direct client contact and acting as the first-point-of-call for my client bank if advice was not required- Producing Capital Gains Tax Certificates for clients who require them- Preparing comprehensive client review packs for annual, biannual and quarterly suitability review meetings- Managing, tracking and chasing a mix of inspecie and cash transfers from different providers

When offered the opportunity to become a supervisor I took it on eagerly! I was excited to learn new things, take on more responsibility and help in the development of our team.I successfully improved storewide sales and profitability through the implementation of social events for our customers. My team set the standard for all social events, across the company, in all four of our retail stores. The rest of my role included:- Recruiting and training new employees- Drafting Standard Operating Procedures for compliance- Efficiently organising and implementing our rota system- Working alongside the store manager to decide company-wide KPIs- Customer satisfaction- Managing two of our stores (Newmarket and Ely) at weekends- Flagship store- Key holder for two of our retail stores- Change order- Counting and banking our four stores’ cash and cheques- High-value cash transactions- Luxury stationery sales (Parker, Waterman, Sheaffer, Porsche Design, Filofax etc...)- Social Media Manager- Helping staff to work towards their professional goals/PDPs- Successful communication of tasks from management, to my team- Ensuring all work carried out is 'to standard'- Managing stock- Team motivation- Ordering and buying

Customer service was the main focus point whilst in this role. Constantly interacting with customers, as well as colleagues while following instruction from my team supervisor on day-to-day duties. In addition:- Serving customers; often generating high-value sales. Our store stocked a range of high-end stationery brands, such as Porsche Design, Parker, Filofax and Waterman. I educated myself on these products to effectively demonstrate them- I held the highest sales figures for our entire flagship store- Stock management- Product rotation- Keeping the work environment clean and tidy