Michelle Avinou Email & Phone Number

Workplace Pensions

Edinburgh, City Of Edinburgh, United Kingdom

Edinburgh, United Kingdom

On & Off Platform Trades Department

• I have significant experience of leading multi-disciplinary and multi-product back and front office departments. This includes managing highly technical and complex processes (e.g. Drawdown, Off Platform Investments)..
• Leading, inspiring and engaging to deliver exceptional customer service.
• Generating revenue through identifying opportunities and leading a culture of customer conversations which delivers results.
• Ensuring customers and advisers receive excellent service by operationally managing a department to meet service and regulatory metrics.
• Leading development of customer service propositions, measuring levels of customer engagement, and produce and delivering action plans to increase results.
• Embedding operational risk in everything the area does, designing and implementing appropriate controls.

I successfully managed a variety of teams, mail & telephony, covering the full spectrum of Corporate Pensions. I managed bespoke service offerings for some of the largest organisations in the UK, including FTSE 100 and S&P 500 companies, whilst maintaining profitability for Standard Life.

• I managed a team of Administrative staff and worked closely with senior Civil Servants to provide support to the Minister for Education. My main responsibilities included;
• Organising and attending conferences involving a large number of interested parties from across the public sector.
• Coaching, motivating and training my team, including dealing with performance issues.
• Visiting external institutions with senior managers to review the implementation of current government policy.
• Drafting proposals for review by senior Civil Servants before being sent on to Government Ministers for comment.
• Supporting senior Civil Servants in preparations for Ministerial visits.