After studying for a history degree and spending some time with the civil service, I joined Title Research in 2002 as a case manager responsible for managing a caseload of genealogy and missing beneficiary cases. Following a spell directly leading the delivery team as Operations Manager, I moved into the Technical Manager role and now have senior management responsibility for leading on the quality and service delivery of all of Title Research’s genealogy and overseas asset services. I am a leading expert in the field of probate genealogy and tracing of beneficiaries, and am passionate about helping clients minimise risks and in helping them use outsourced services to improve their own service deliveryI have senior management responsibility for the service delivery and quality of work produced by the business. My team carry out forensic genealogy and international asset repatriation work for professional clients (such as solicitors, banks and corporate trustees) as well as members of the public. My role also includes key account management, consultative sales and quality control. In addition, I am responsible for continuous improvement and identify and implement process changes in order to improve the efficiency and profitability of the business. I am passionate about driving the business forwards and enjoy delivering a high quality of service to clients.Key Achievements:• Integrated part of the sales process into the operations function resulting in faster conversion times• Design and implementation of performance monitoring system for fee earning team• Introduction of client service plan which resulted in elimination of complaints relating to communication• Contributed to design and introduction of new case management software• Strengthened relationship with key partners as a means of increasing revenue• Successfully coached two direct reports to progress into team leader roles from January 2017