The generic responsibilities of the Head of Function roles below included:• Leading, motivating, coaching and actively performance managing staff within function, to enable them to achieve their full potential and the business to achieve its strategic goals• Delivering excellent service to customers in line with published service standards. Compliance with TCF and Vulnerable Customer principles• Developing and producing regular management reports in relation to function, to include performance against service levels, productivity, quality, resource, competency, risks and incidents• Embedding a continuous improvement culture and demonstrate realisation of benefits. Identifying and delivering measurable cost savings and improvements in service delivery• Achievement of function’s regulatory responsibilities• Analysis of complaints, breaches and errors, ensuring remedial actions are taken promptly and that preventative actions are implemented to address root cause• Delivering to business plan, including budget and resource management as agreed at the start of each year• Managing individual projects and contribute to relevant company projects to progress function and businessAs Head of Customer Service I had 2 department managers reporting into me, who in turn were responsible for 7 team managers and 86 administrators. The function managed the onboarding customer facing processes and the Contact Centre. A key part of the role was to establish and maintain excellent relationship management with the Sales Division, which included chairing weekly governance meetings.

As Head of Pension Administration I had 1 department manager reporting into me, who in turn was responsible for 4 team managers and 52 administrators. This function included the pension payment teams, re-registration of assets and plan closures. A significant proportion of this role was also being a Scrum Product Owner, which delivered significant efficiency savings using Agile and 6 Sigma methodologies.

As Head of Trading I had 2 department managers reporting into me, who in turn were responsible for 8 team managers and 66 administrators. The function was responsible for the timely execution of permitted investments with multiple trading companies via on line, paper based and bulk trades.This role majored on operational risk management, ensuring robust controls and adequate business continuity capabilities were in place.

As Head Of Front Office Adminstration I had 4 department managers reporting into me, who in turn were responsible for 15 team managers and 133 administrators. Responsible for all customer facing teams in operations.

Depending on operational department, I had approximately 5 team managers reporting into me. Size of department ranged between 30 and 50 employees.Responsibilities were similar to the Head Of role above at a more localised level. Experience spanned the whole life cycle of the range of products.