In my role as the Director of Firmwide Operations at Morgan Stanley, I have the privilege of managing both the Glasgow and offshore Vendor Team in Chennai. I oversee cross-functional business operations and drive key performance indicators (KPIs) ranging from client experience to incident management. One of my significant accomplishments has been creating and executing the Operations Strategy for the firm, which focuses on delivering world-class services, introducing new efficiencies, and deriving value from strategic projects throughout the organisation.I actively identify areas where we can provide additional value to our customers to support new business development. By drawing senior management's attention to remove bottlenecks and leading new processes, I successfully eliminated 95% of process time. Moreover, I ensure the success and compliance of vendor and business contracts, managing the teams to capture and deliver to client expectations, thereby minimising contract loss risks.Using metrics, data, and insights, I provide recommendations and steer improvements that have enhanced reporting to the senior management team. Over a six-month period, I spearheaded back-to-back process improvements within the settlements service, resulting in a remarkable 94% reduction in daily fiscal breakdowns. Additionally, I led a project to close 1600 dormant accounts, providing performance coaching to the client team in advanced relationship management techniques. This initiative significantly reduced operational charges and fee counts.Collaborating with senior stakeholders, I worked on a new cyclical process to oversee trade operations. This collaborative effort directly addressed historical issues and resulted in key efficiency improvements.

At Absolute Military Insurance, I provided consultancy services focused on driving operational change in policies, processes, and standard operating procedures. By meeting changes in regulation and best practices, I contributed to the company's adaptability and success. Furthermore, I supported the training and development of operations teams to meet growth key performance indicators.

At Forces Mutual, I provided consultancy services focused on driving operational change in policies, processes, and standard operating procedures. By meeting changes in regulation and best practices, I contributed to the company's adaptability and success. Furthermore, I supported the training and development of operations teams to meet growth key performance indicators.

As a Manager at Trinity Insurance, I collaborated with the firm to develop and accelerate sales and field reporting systems. By enhancing the use of insights for driving operational performance, I implemented a series of tools that improved the risk appetite around operations. Additionally, I curated and nurtured relationships with senior stakeholders, establishing key partnerships to introduce new training, education, and advisory services for the military-centric service.

During my tenure at Forces Mutual as an Area Manager and Consultant, I played a pivotal role in supporting the development and performance of the Regional Team. By rapidly improving our internal capabilities, we were able to deliver niche services exclusive to the military community. Additionally, I managed business growth aspirations and recommended budget allocations to enhance our advisory service through personnel training and operational change.Despite a series of corporate changes following M&A activities, I maintained a positive reputation as a consultant at a regional level, particularly in sales, operations, and people performance. I successfully coached the Sales Team to exceed key performance indicators, resulting in a remarkable 50% year-over-year growth in sales revenue and a significant improvement in client satisfaction.

Independent Financial advice, specialising in insurance solutions for members of the Armed Forces

As the Global Loan Operations Assistant Vice President at Barclays Bank Plc, I was responsible for recruiting, onboarding, and driving the performance of a 30+ operations team. I created world-class training, coaching, and performance settings to meet global standards in client service. During a complex strategic transformation, I empowered the Operations Team to deliver knowledge transfer sessions and virtual training to seamlessly offshore 3000+ cases (£25 billion valued) to Wipro in Chennai. I also oversaw a 3-month handover program and provided post-go-live support.In addition, I served as an Area Operations Lead for escalated risks, leading complex investigations into the root cause of risk areas. I reported my findings and recommended changes to the Managing Director. To improve inter-team cohesion and problem resolution operations, I successfully implemented a new weekly Global Communications Plan across multiple teams and areas.My efforts in strengthening stakeholder relationships across diverse divisions resulted in enhanced cross-collaborations, improved outputs, and increased efficiency. Moreover, I project managed the design, development, and implementation of a Root-Cause Analysis tool

During my time as a Senior Training Manager in the HM British Army, I spearheaded the design and execution of complex training events for the Reserve Army in Scotland. One of my notable achievements was successfully upskilling 100+ Instructors required to train 200+ soldiers within the Army Reserves during the 7-week Summer Training Event.I directed and managed a team of 15 Development Officers stationed in various locations across Scotland, ensuring the delivery of high-quality training aligned with current military operations and standard operating procedures (SOPs). By providing mentoring and subject matter expertise, I contributed to improved performance and readiness.Managing a £1.5 million annual budget, I meticulously planned and supervised all training activities. I created 4-year skills-based training plan and outlook, optimising budget, resources, and operations to maximise impact.

As a Senior HR Manager and Advisor in the HM British Army, I orchestrated comprehensive training programs for 600 military personnel, covering multi-level engineering expertise, health and safety, and international logistics training. I also oversaw HR responsibilities such as discipline, personnel reporting, budgets, welfare, wellbeing, and career counselling for the division. Additionally, I extended my accountability to military employee families within the German and UK stationed company.Furthermore, I acted as a Subject Matter Expert (SME) and H&S Advisor for a large construction project in Canada, overseeing the construction of a Live Fire Village dedicated to military training. This involved developing and documenting H&S regulations, designing scope of works and method of works statements, and fulfilling the crucial role of Site Safety Supervisor.Within a department of 170 personnel stationed overseas, I maintained the highest standards of budgeting, facilities management, security, and leadership. I earned a reputation as a trusted leader in all aspects of operations management, particularly in front-line duties and the coordination of administration, logistics, and resources for complex warfighting operations.

In my role as a Senior Training Manager in the HM British Army, I provided expert guidance on military engineer explosives training to the Australian Defence Force (ADF). I led and advised the ADF as a senior instructor, evaluating and assessing instructors to ensure their proficiency and competence in delivering high-quality training. I revamped and redesigned training materials, including the explosive demolitions training pamphlet and standard operating procedures, to enhance the program's effectiveness and safety.Additionally, I spearheaded the delivery of explosive demolition training across diverse locations in Australia, Papua New Guinea, and the Fiji Islands, equipping personnel with crucial skills in handling explosives.