• Identified issues with platforms, processes and people, addressing bottlenecks that hindered productivity, employee morale, and customer service.• Implemented the CRM and FSS SimPro platform, automating processes, integrating accounting systems, providing real-time data insights to improve decision-making and cash flow management.• Created a comprehensive service ecosystem by introducing a new servicing revenue stream, completing the industry’s "four pillars", significantly improving customer retention.• Opened a Northern depot in Manchester, expanding the company’s reach nationwide and securing larger servicing contracts (PPMs) with private and public sector clients, generating recurring revenue.• Reengineered FSS workflows by digitising job management, simplifying processes, eliminating unnecessary steps to reduce costs and increase completion rates, ultimately improve margins.• Leveraged AI solutions like ChatGPT to streamline marketing, sales, customer communication, and employee onboarding through a custom-built GPT assistant tailored to job roles and processes.• Modernised the company’s online presence with a redesigned website, improved SEO, and proof-of-work showcases, driving new customer acquisition in competitive regions.• Fostered a culture of accountability and pride by empowering employees with better tools and structured processes, alongside reinvesting in their resources and creating a more efficient workplace.

• Orchestrating the development of CRM tools and e-invoicing, targeting a 50% reduction in quota finalisation timelines, enhancing overall client satisfaction• Advancing operational efficiency by introducing mobile-friendly scheduling tools, task allocation and execution• Curating marketing strategies across key social channels, aiming to expand and retain our client network• Rolled out a maintenance service contract, anchoring customer engagement underpinned by quantifiable KPIs

• Supported operational facets of the affiliated broker-dealer and trust entities for over 3,000 accounts• Spearheaded the onboarding process for global high net worth clients, ensuring comprehensive account setup• Managed multi-regional relationships involving Pershing, counterparties, and in-house departments, with an emphasis on maintaining confidentiality and top-tier customer service across the Americas and Europe• Executed securities transfers, distributions, and internal transfers for the broker-dealer and trust entities

• Leveraged internal datasets to refine pricing tactics, elevating gross profit margins 7%, to 29%• Digitised internal financial records, enhancing intra-organisational dialogue, and facilitating informed capital planning for upcoming fiscal cycles