Operations Manager at Scottish Widows, responsible for managing all Pension Claims including Reirements and Transfers

Part of the UK Workplace team based in Edinburgh managing the relationship and growth opportunities with our largest corporate pension clients. Key Responsibilities• Develop and maintain effective relationships, with key influencers & decision makers within aligned existing key client companies. • Develop an understanding of the client’s corporate ambitions, specifically what their plans are for employee benefits, in order to generate further business growth.• Achieve highly demanding financial targets for profitable business growth. • Pull together “virtual teams” across SLAL UK in order to coordinate activity and achieve objectives• Develop high quality, sustainable and profitable professional partnerships with designated clients to maintain the Standard Life status.

Customer Service Manager Feb 07 to Sept 12 Responsible for the service provided to all our 35,000 Corporate Pension clients, managing in excess 100 staff and a budget in excess of £5m. Key Responsibilities • Provide strong leadership and clear direction to managers and teams to ensure individuals are developed, retained and rewarded to enable high performance, engagement and delivery of excellent customer service. • Manage resource levels and workflow to ensure that operational targets are met and customers receive high quality, consistent service at low cost in line with business objectives.• Implement and monitor customer service standards for own area against SLAs and metrics to identify any issues at an early stage and inform improvement activity.• Drive process improvement activity in own area which will increase customer self service, deliver straight through processing and reduce overall operating costs. • Implement effective first line defence control environment within all teams to ensure early identification of risks which can then be managed to ensure compliance requirements are fulfilled.