Responsible for leading a large offshore processing operation and 23 onshore support staff, processing in excess of 40,000 existing business work items per month in relation to a broad portfolio of protection, pension and investment products for a book of business exceeding 700,000 customers. Required to manage staff and relationships with TPAs and key strategic partners to ensure achievement of commercial service levels, maintenance of controls, adherence to regulatory and legislative guidance and mitigation of risks to the business. Along with business as usual activity, also responsible for representing business area on high-profile Projects and change programmes, analysis of performance, demand and voice of the customer MI and using the output to develop local, customer focussed strategies.Key accountabilities included:- Achievement of commercial service levels- Staff coaching, development and appraisals- Development and implementation of process improvement initiatives and local strategies- Aviva / TPA / RBSG relationship management- Workflow, resource and absence management- Multi-site management- Budget management- Assessment and management of operational, financial and reputational risks and issues

Responsible for managing a team of staff processing change of details, trusts/power of attorney, policy reviews and chargeable events existing business work items in relation to protection, pension and investment products. Required to effectively manage and develop staff to ensure the consistent achievement of commercial service levels, work processed in line with company, regulatory and legislative guidelines and operational risks minimised.Key accountabilities included:- Achievement of commercial service levels- Workflow and resource management- Staff development and appraisals- Maintenance of documented procedures- Production and upward reporting of performance MI- Key contributor to process/continuous improvement initiatives

Responsible for management of a team of staff processing all monies out work items in relation to investment and protection products, esnuring achievement of commercial service levels and maintenance of financial crime controls (fraud and anti-money laundering), minimising risks to the business.Key accountabilities included:- Achievement of commercial service levels- Maintenance of controls and documented procedures- Staff development and appraisals- Quality check, feedback and development planning- Authorisation of high value payments (sign-off £1,000,000)

Responsible for management of a team of staff handling all inbound and outbound written correspondence for the business, scanning and indexing inbound items and sorting and dispatching outbound items. Required to ensure all items processed within agreed timescales. Role was a short term secondment from previous managerial position to oversee and embed a new scanning and indexing system, moving the business from use of paper files to electronic versions of documentation.