Responsibilities include- Provide subject matter expert input for project work- Support large data migration project as subject matter expert - Investigate operational problems, initiating improvements in automated and non-automated components of processes- Represent operations on group initiatives as required, approve the content of business requirements and influence/approve system design, identifying any dependencies on other system development and impacts/implications on business processes & operating model- Provide support, guidance, analysis and research regarding product, process, functionality and business rules to Operations and change stakeholders- Plan, support and oversee remediation activities

Responsibilities include- Investigate operational problems, initiating improvements in automated and non-automated components of processes- Represent operations on group initiatives as required, approve the content of business requirements and influence/approve system design, identifying any dependencies on other system development and impacts/implications on business processes & operating model- Provide support, guidance, analysis and research regarding product, process, functionality and business rules to Operations and change stakeholders.

Leading and having oversight of a team of 18 direct reports responsible for: Initiating and delivering change (as above)LEAN process reviews Championing Continuous ImprovementProduct and regulatory issues raised by Customer Services processing teamsProject managementMonitor and report on portfolio of small changes and projectsCheck appropriate governance and documentation for all changesIn conjunction with subject matter experts, collaborate with Business Analysts to achieve goalsAlso includes involvement with product rationalisation Team managementSet and agree objectives with team members.Conduct regular one to one meetings with direct reportsConduct half-yearly and annual appraisal reviews and performance ratingsSet and agree Personal Development Plans for direct reportsResponsible for team budget and spending

Leading and managing a team of between eight and four Account Managers Responsible for portfolio of all corporate pension schemesThe Account Managers focus on relationship management and I was often required to attend client/Financial Advisor/Trustee meetings with them and/or Sales ConsultantsRegular communications with Business Development MangersEnsure e-commerce platform fully used by clients when appropriateResponsible for Group Pensions AdministrationManaged by Team Leader with typically fifteen direct reports Customer complaint resolutionNew scheme installationsContribution processing and reconciliationSpecify and influence improvements to e-commerce platformEnsure issues logged and documented as they occurProactively identify improvements to enhance our offeringNegotiate with IT colleagues to develop and deploy enhancementsTeam Leader positions - Skandia LifeIndividual pensions business including New Business processing and Servicing

Experience in Customer Services within Permanent Health Insurance, Life, Pensions and Premium administration