I am part of the PGDS COO Office team and work closely with the PGDS Head of Global Risk & Governance to ensure that, globally, PGDS meets its responsibilities to the Prudential Group for Risk Management and that it has in place adequate systems of reporting, internal controls and monitoring. Ensuring consistent interpretation and oversight of the implementation of the Operational Risk Framework and Policies by PGDS UK and US risk functions.

Developing processes to manage SOX compliance through the annual review and successfully manging the PGDS UK SOx programme of work for 5 years (2007-2012).Administration and monitoring of risk management activities to ensure compliance with all relevant governance and control frameworks by:•Producing reports detailing progress on and gaps in UK PGDS’s overall risk framework and presenting a summary status report to the monthly UK PGDS Risk Board•Facilitating the regular assessment and review of the UK PGDS risk profile •Monitoring actions being taken to review/track risks identified on a monthly basis to help underpin annual Turnbull sign off.•Liaising with applicable Group and UKIO risk stakeholders and External Auditor in relation to progress on individual actions.•Guiding UK PGDS managers when discussing and agreeing actions from reviews.•Help ensuring that UK PGDS is compliant with applicable regulatory policies and the Group Governance Manual.•Assisting in the completion of regulatory/control questionnaires/returns.•Assisting in the management of any FSA-related activities•Building and managing effective relationships with Senior Management, Group risk stakeholders and External Audit.

Responsible for managing a Service Desk of up to 17 staff across the UK & India running from 7am to 8pm.Ensuring key SLAs and KPIs are met consistently, Organising staff rotas and overtime.Reviewing and supporting proposed new implementations & requests for change to identify potential issues and training needs of staff.Performance management & development of staff.Recruitment of both permanent and contract staffRegular budget reviewsCovering phones at times of high call volumesKey AchievementsTransformed the Service Desk from a simple call logging desk to one that could fix 75% of all queriesMerged 4 IT Service Desks and 1 Telecoms Service Desk to improve consistency and create a single point of contact for all end users regardless of location.Delivered training to IT StaffUp skilled all staff to ensure a consistent service to end users regardless of the Analyst's previous area of expertise