Responsible for all activity relating to the events prior to a firm failing, including:• Ensuring that FSCS is aware of all future failures across all product lines through accurate and thorough market scanning activity. • Ensure effective governance of pre default activity including management of watchlists, running effective crisis meetings, and reporting to CCO, Executive and Board as required. Acting as Crisis Manager where required.• Leading the CCO Risk Management… Show more Responsible for all activity relating to the events prior to a firm failing, including:• Ensuring that FSCS is aware of all future failures across all product lines through accurate and thorough market scanning activity. • Ensure effective governance of pre default activity including management of watchlists, running effective crisis meetings, and reporting to CCO, Executive and Board as required. Acting as Crisis Manager where required.• Leading the CCO Risk Management function, accountable for the First Line of Defence (1LOD) risks across the operation, developing meaningful engagements with the wider Risk and Audit stakeholders within and external to the Scheme. • Ensure risks are effectively identified and managed for each failure prior to default declared• Responsible for ensuring pre default activity relating to deposit takers and credit union failures is completed efficiently, within the required timeframes, including ensuring that the SCV is fit for purpose and provided to the verification provider, the firm is declared in default and all relevant internal teams alerted to potential failure• Build effective relationships with third parties including FCA, PRA, Insolvency Practitioners, and firms to fully understand the external environment and create an accurate picture of future failures.• Complete annual testing to confirm processing capacity for deposits.• Engage with the Regulatory Family and beyond to Deliver the FSCS operational forecast, with suggestions for business improvements Show less

• Accountable for the identification of opportunities for automation through the innovative use of data (including AI and Machine Learning), improving efficiency, meeting customer needs and our customer satisfaction targets,• Continuously monitor and optimise product performance throughout the entire end to end customer/claim life cycle,• Ensure that risks and legal requirements are effectively managed through the implementation of the product features, working with Information Security… Show more • Accountable for the identification of opportunities for automation through the innovative use of data (including AI and Machine Learning), improving efficiency, meeting customer needs and our customer satisfaction targets,• Continuously monitor and optimise product performance throughout the entire end to end customer/claim life cycle,• Ensure that risks and legal requirements are effectively managed through the implementation of the product features, working with Information Security and Legal teams,• Promote and practice a test and learn approach to creating products, including defining and analysing key metrics, A/B testing and multivariate testing,• Driving discovery, innovation and product improvement across the whole product portfolio,• Managing user acceptance testing for all new product features,• Advocating for the end users and championing customer experience across the organisation,• Accountable for ensuring that the data platform is developed to deliver the insight needed to support the delivery of FSCS's strategy, • Define and prioritise future roadmap items and areas of insight delivery,• Identifying strengths / weaknesses and opportunities, based on interpreting qualitative and quantitative user data to identify how the existing product can be improved,• Collaborating and educating the organisation to transform the customer experience and the face of FSCS in the industry. Show less

• Responsible for ensuring that FSCS delivers to protect customers by overseeing the creation of assessment procedures for new and previously unseen or high profile claim types and deliver efficiently to the claims processing teams• Ensure accurate technical and process guidance provided to outsource partners• Oversee accurate processing of claims to support new Emerging Issues processes • Provide management and oversight of the Emerging Issues team, agreeing priorities with team… Show more • Responsible for ensuring that FSCS delivers to protect customers by overseeing the creation of assessment procedures for new and previously unseen or high profile claim types and deliver efficiently to the claims processing teams• Ensure accurate technical and process guidance provided to outsource partners• Oversee accurate processing of claims to support new Emerging Issues processes • Provide management and oversight of the Emerging Issues team, agreeing priorities with team members and track progress and provide reports and updates to senior management and the executive committee• Produce and regularly review forecasting data to ensure accurate short and long planning • Report performance data and details of emerging issues to senior management and the executive committee and address issues or concerns as necessary • Lead the creation and delivery of medium and long-term delivery plans supporting the delivery of the FSCS strategic objectives• Oversee the acquisition and migration of large scale data from recently defaulted firms, ensure data is appropriately analysed, interrogated and recorded so FSCS can make appropriate decisions• Lead default and contingency planning activities as required• Identify and resolve specific technical / legal / policy issues, liaising with colleagues outside the team as required• Ensure Operational teams adheres to rules, policies and legal requirements in regards to complex and high-profile claims• Build effective relationships internally and with third parties including FCA, PRA, Insolvency Practitioners to assist FSCS readiness and resolution of claims issues where required• Act as the operational relationship manager between FSCS and the Financial Ombudsman Service, ensuring a strong and open relationship is maintained, data and trends are shared appropriately, all communications and resulting tasks are completed efficiently• Ensure risks to delivery are identified and effectively managed. Show less

• Responsible for the FSCS thematic investigation process ensuring that, where appropriate, civil liabilities are assigned to defaulted firms and effective claims processes are designed for regulated products enabling the efficient processing of customer claims. • Allocate thematic work to members of the Thematics team, agree individual priorities, track progress and provide reports and updates to senior management.• Lead and provide day to day management of the Thematics… Show more • Responsible for the FSCS thematic investigation process ensuring that, where appropriate, civil liabilities are assigned to defaulted firms and effective claims processes are designed for regulated products enabling the efficient processing of customer claims. • Allocate thematic work to members of the Thematics team, agree individual priorities, track progress and provide reports and updates to senior management.• Lead and provide day to day management of the Thematics team.• Build effective relationships with third parties including the Financial Conduct Authority, Prudential Regulation Authority, Financial Ombudsman Service and Insolvency Practitioners to assist FSCS readiness and resolution of claims issues where required. • Support the creation and delivery of medium and long-term strategic plans and objectives.• Investigate and prepare FSCS's response to thematic issues, ensuring that issues are resolved effectively within agreed timeframes• Oversee the collection and analysis of relevant data and information to ensure thorough thematic investigations are undertaken, providing support and guidance where necessary. • Following the completion of thematic investigations, create and maintain training materials and deliver training to outsource partners. • Responsible for developing and maintaining strong key stakeholder relationships and keeping outsource partners up to date with process changes. • Provide technical support and guidance to outsourcers, applying knowledge and experience of FSCS rules and policies for different product types. • Contribute to default and contingency planning activities as required. • Support the delivery of specific deposits activities as required. • Identify and resolve specific technical/ legal/ policy issues in conjunction with the FSCS Legal team. Show less

• Specialised in audits focusing on conduct and compliance risk. Audited areas include: vulnerable customers, business-wide complaints handling, remediation projects and competition law. • Led and participated in assurance activities to assess the management and control of risk, ensuring that all work undertaken met agreed timescales and complied with quality requirements.• Supervised audit teams, providing continuous coaching and support.• Managed relationships with and… Show more • Specialised in audits focusing on conduct and compliance risk. Audited areas include: vulnerable customers, business-wide complaints handling, remediation projects and competition law. • Led and participated in assurance activities to assess the management and control of risk, ensuring that all work undertaken met agreed timescales and complied with quality requirements.• Supervised audit teams, providing continuous coaching and support.• Managed relationships with and influenced key stakeholders across the business andcollaborated with other teams as required.• Proactively took responsibility for additional activities related to the managementof the Internal Audit department, including on-going business monitoring andproduction of required management information for Senior Management. Show less

• Simultaneously manage, complete and deliver numerous thematic investigations. Identify priority investigations and assign appropriate resources and support to enable team members to complete and deliver thematic investigation within shortened timeframes. • Identify individuals with required skills and strengths to successfully complete individual thematic investigations and create thematic investigation teams.• Work closely with Scheme’s legal team to identify regulatory… Show more • Simultaneously manage, complete and deliver numerous thematic investigations. Identify priority investigations and assign appropriate resources and support to enable team members to complete and deliver thematic investigation within shortened timeframes. • Identify individuals with required skills and strengths to successfully complete individual thematic investigations and create thematic investigation teams.• Work closely with Scheme’s legal team to identify regulatory breaches and determine civil liabilities through research of firms/products, interpreting and appropriately applying applicable regulations and approving legal memoranda prepared by thematic investigation teams. • Oversee illiquid fund investigations. Provide support and advice to team members conducting investigations. Ensures investigations are completed within pre-set timeframes and allows accurate compensation to be paid to claimants. • Provide technical guidance to claims assessors on complex issues identified in claims.• Liaise directly with business partners, via site visits and conference calls, to provide updates on new claim types or guidance and assist with issues they have identified.• Continually update existing product specific claims assessment procedures in order to improve efficiency. Communicate changes to internal staff and business partners. • Meet with representatives of defaulted firms and Insolvency Practitioners in order to establish relationships, acquire information and determine the most effective method of dealing with potential claims. • Work closely with the FCA. Report to the FCA on claims received and the firms involved. Attend regular meetings with the FCA to identify potential areas of focus and issues or concerns within the industry. Show less

• Undertake thematic investigations and design procedures enabling the service to process previously unseen claims. Ensure investigations are completed within pre-set timescales and procedures are delivered in a well-presented and easily interpretable manner.• Thematic investigations relate to a variety of financial areas, including:o Pensionso Investmentso Insuranceo Home finance• Assist in determining civil liabilities through research of firms/products… Show more • Undertake thematic investigations and design procedures enabling the service to process previously unseen claims. Ensure investigations are completed within pre-set timescales and procedures are delivered in a well-presented and easily interpretable manner.• Thematic investigations relate to a variety of financial areas, including:o Pensionso Investmentso Insuranceo Home finance• Assist in determining civil liabilities through research of firms/products, interpreting and appropriately applying FCA rules and preparing legal memoranda. • Research and report on illiquid investment funds to ensure accurate compensation is paid to claimants. Determine the net asset value of the fund, maturity dates, details of distributions and any issues the fund may be experiencing.• Provide technical guidance to Claims Assessors on complex issues involved in claims or unique scenarios.• Liaise directly with business partners, via site visits and conference calls, to provide updates on new claim types or guidance and assist with issues they have identified.• Amend and update existing procedures in order to improve efficiency. Communicate changes to internal staff and business partners. • Meet with representatives of defaulted firms and Insolvency Practitioners in order to establish a relationship, acquire information and determine the most effective method of dealing with potential claims. • Prepare reports for the FCA, providing information on claims and the firms involved.• Attend meetings with FCA to identify potential areas of focus and discuss any relevant issues within the industry. • Risk Championo Work with the Risk Function to identify, assess and manage risks relevant to the Operations department.o Assess the effectiveness of controls o Complete attestations process with those responsible for the effectiveness of controlso Assist in increasing awareness of risks and controls across the serviceo Assist MLRO with annual fraud risk assessment Show less

I was involved in the restructuring of the Ombudsman service. I was selected to be part of the first intake of employees to transition from Adjudicator to Investigator. Changes to the role included: - resolving disputes for all financial products, - proactively resolving disputes as quickly as possible, and - bridging the gap between the initial customer contact division and adjudicators to ensure the best possible customer experience. This role has allowed me to… Show more I was involved in the restructuring of the Ombudsman service. I was selected to be part of the first intake of employees to transition from Adjudicator to Investigator. Changes to the role included: - resolving disputes for all financial products, - proactively resolving disputes as quickly as possible, and - bridging the gap between the initial customer contact division and adjudicators to ensure the best possible customer experience. This role has allowed me to build on the skills I developed as an Adjudicator (below). I have gained a knowledge of a wide range of financial areas through resolving disputes, including: - Mortgages - Banking - Credit - Insurance - The UK regulations for these areas and - The FCA HandbookI work closely with Investigators and Ombudsman Managers to provide guidance on pensions and investment products in order to develop their knowledge of the area. Led and coordinated a project which helped to prepare employees for the restructuring of the organisation. Project ran successfully and has provided employees, who are yet to change roles, the skills to work products outside of their usual remit. Show less

Interpret and analyse data through attention to detail, in order to assess disputes and reach a fair outcome. Specialist understanding of pension and investment products and the applicable UK financial regulations. Including a strong understanding of the FSMA, the Conduct of Business Sourcebook, the Financial Services Act, the Proceeds of Crime Act, the Criminal Justice Act, Anti-Money Laundering regulations and MiFID. Experience of creating and implementing comprehensive… Show more Interpret and analyse data through attention to detail, in order to assess disputes and reach a fair outcome. Specialist understanding of pension and investment products and the applicable UK financial regulations. Including a strong understanding of the FSMA, the Conduct of Business Sourcebook, the Financial Services Act, the Proceeds of Crime Act, the Criminal Justice Act, Anti-Money Laundering regulations and MiFID. Experience of creating and implementing comprehensive operating plans which consistently deliver the desired results. Involved in internal project in which I liaised with Senior Leaders to develop our existing processes and improve efficiency. I led workshops to colleagues across the organisation. I've recognised and rewarded by Senior Leadership for my involvement in projects. I was chosen to work media sensitive cases following the introduction of the Pension Freedoms in April 2015. I led a team of Adjudicators and worked closely with Ombudsmen to provide quick and fair resolutions to consumers and businesses. I frequently spoke with businesses to inform them of our approach in new and unseen circumstances and negotiated settlements. I established effective networks internally and externally in working on this project and created opportunities for others to work collaboratively with Ombudsmen and businesses. Mentor Adjudicators working on pension complaints. Providing guidance and leadership to these colleagues to help develop their knowledge and understanding of the area. Show less

Data gather and review customer complaints in relation to the mis-selling of Payment Protection Insurance on loansKey Responsibilities:-Working to and exceeding weekly targets to ensure customer satisfaction and fair customer outcome-Handle customer complaints with discretion and confidentiality-Provide measures that could improve the efficiency and effectiveness of current processes-Compile the information required to fairly review a customers PPI complaint -This… Show more Data gather and review customer complaints in relation to the mis-selling of Payment Protection Insurance on loansKey Responsibilities:-Working to and exceeding weekly targets to ensure customer satisfaction and fair customer outcome-Handle customer complaints with discretion and confidentiality-Provide measures that could improve the efficiency and effectiveness of current processes-Compile the information required to fairly review a customers PPI complaint -This includes using current banking programmes and databases to check for bankruptcies, previous complaints, accounts and claims-Review customer complaints -Using the information collaborated from the data gather process, a decision is then made as to whether the complaint is upheld or defendedAdditional Roles:-Deputy Team Leader - Manage assigned team effectively and efficiently, ensuring individual targets are met - Analyse daily productivity figures and produce reports evaluating performance - Attend meetings and briefings with senior managers to discuss and resolve issues - Check letters constructed by Case Handlers are produced to the correct standard -Subject Matter Expert (SME) -Provide assistance to those experiencing problems in data gathering -Record the problems and look for potential resolutions -Present this information to Team Managers on a weekly basis Show less

I took part in a placement with West Yorkshire Police service whilst at University. This gave me an insight into how the police service is organised and how different departments operate.In particular I played an active role in the preparation and enforcement of 'Operation Optimal', a strategy implemented to try and reduce the number of robberies taking place in the Hyde Park and Headingley areas of Leeds