Key Responsibilities:• Supporting and at times leading activity in relation to the definition, development or ongoing management of Standard Life's Customer and Workplace proposition, ensuring that they continue to meet customer and workplace client needs• Overseeing product design and build, ensuring all regulatory requirements are met, risks are effectively managed and that the propositions deliver Standard Life's commercial objectives• Analysing data to understand customers and how they use our propositions

Outline: As part of the TTP3 Project, the work that colleagues in Customer Operations do is being moved onto a new system called BaNCS. My role is to make sure that the processes currently in use can be completed on the new system, to write new procedure guides and to try to find improvements. When this phase of the migration is complete, I will be training and supporting colleagues across the business acclimatise to the new system.

Outline: I started my career in the Gone Away team. The team’s remit is to obtain up-to-date address details for customers and to ensure controls are in place to prevent Data Protection breaches. I was then trained in The Pension Regulator team, ensuring companies whose pension schemes we manage comply with their regulatory duties.Key Responsibilities:• Protect the entitlements of employees in workplace pension schemes managed by Standard Life by enforcing the codes of The Pension Regulator• Investigate outstanding pension contributions by analysing data from numerous systems, deciding to report or not report the employer to The Pensions Regulator (after reminding them of their duties) and forming an audit trail to justify the decision made• ‘Subject Matter Expert’ (SME) for the Gone Away team – my responsibilities include representing my team at project meetings and providing guidance to my teammates when needed• Carry out monthly quality control checks for my four teammates, provide feedback and share the results with my managerKey Achievements:• Was awarded ‘Phoenix New Start of the Year’ at the 2020 PYPN awards • Passed the FA2 Pensions Administration exam • Selected to join the six month ‘Team Manager Pathway’ programme. There were 67 applicants of which 14 were chosen. I attended courses on people management and gained management experience in my own team• Won a Phoenix Standing Ovation award for my involvement in my team’s transition to the new system BaNCS. I played a central role in the establishment of our process, trained the rest of my team and created new procedure guides• Successfully trained two new colleagues in India to full competence in the Gone Away process. This was one of the first five processes being offshored as part of the transition from Phoenix to Diligenta. The trainees in my group won an award for completing their accreditation first• Completed a SVQ level 3 apprenticeship in Providing Financial Services

In the period between school and starting at Standard Life, I worked as an agency waiter for the catering company Off to Work in numerous venues. Key Responsibilities: • Interact with guests at an event• Taking orders• Communicating with kitchen staff

In my last year at school, I did voluntary work once a week in my local Shelter charity shop.Key Responsibilities: • Operating the till• Maintaining the appearance of the shop • Sorting donations at the back of the store• Interacting with customers• Depositing the day’s takings with the bank