Key Achievements• Operating at Board and Executive level to create a culturally and strategically forward thinking and robust environment for the team resulting in an average 10% increase in additional funds under management year on year. • Implemented a detailed and meaningful induction and training program for new starters ensuring staff understand their role and environment wholistically to become quickly more productive in their role and feel valued within the team. • Created an effective appraisal, training, and competency framework to ensure staff were objectively reviewed and given positive direction in their development leading to increased competence, efficiency, and morale in the business. • Created a staff benefits and wellbeing package to aid retention and recruitment.• Decreased staff attrition to under 3% per annum due to process, initiatives, and cultural changes within the team. Responsibilities • Deliver high quality HR operations to ensure accurate, timely and high-quality provision to all stakeholders.• Undertaking all aspects of the HR function from recruitment through the lifecycle of an employee and implementing change where beneficial for the business.• Training and educating senior and line managers in the business on people matters and procedures. • Managing all areas of sickness, absence and resource issues using MI and reacting as appropriate. • Experienced in dealing with all people issues, grievances, disciplinary procedures.• Adopting a “people first” approach to supporting the business achieve its operational goals.• Responsible for all staff communications to ensure changes both internally and externally are delivered clearly to facilitate optimum results and least disruption.• Playing a key role in staff training &,development.• Alongside fellow managers, ensuring the day-to-day continuity and success of the business.• Using extensive MI to identify strengths and weaknesses across the firm and act upon them.

• Played a key role in creating a well-defined and clearly-understood strategic vision• Led a departmental restructure that allowed us to increase our caseload from 500 to 1200 with no significant increase in staffing or other resource costs• Led by example, helping develop the skills and confidence of others• Ensured an effective training and competency framework was in place• Helped to strengthen the company to deal with change and seize new opportunities Responsibilities included:• Shaping operational plans that support the company’s key aims and strategies• Communicating plans to all staff and ensuring effective implementation by reviewing impact and making updates as necessary• Monitoring financial data to ensure business targets are being met• Playing a key role in guiding customers through the complexities of estate administration• Ensuring efficient deployment of staff and appropriate levels of business support• Using coaching and performance-management strategies to identify, nurture and utilise talent

KEY ACHIEVEMENTS• Created and implemented process changes that improved the efficiency of the department• Provided the company’s Directors with key information about staff management, performance forecasts and process improvementsRESPONSIBILITIES• Leading a team of six Case Managers, fully responsible for their performance

• Converted over 85% of client meetings into businessResponsibilities included:• Meeting customers face-to-face to discuss all aspects of probate, estate management and willsPromoting the company’s services in a sensitive, empathetic and professional way

• Allocating responsibilities and developing team members to meet key performance targets• Providing accurate technical advice about probate to a diverse range of clients• Dealing with a variety of potential customers in order to arrange consultant meetings• Collating and analysing data to help understand performance and respond to business trends