Steven M Email & Phone Number

Birmingham, United Kingdom

The MI team deliver’s timely and accurate management information to allow the business to draw conclusions about the overall customer experience and ensure that action is taken to rectify unfair treatment and make improvements in systems, processes and performance whilst remaining within controlled budgets, and risk appetite. Key achievements and experience:•Understand the customer business framework and governance risks and controls in place to monitor and challenge stakeholders. •Ability to collate and analyse management information, demonstrate proficiency in the use of data processing systems.•Recommend, plan and deliver Outsourcer processes audit activity against documented SLA’s.•Reconcile monthly embedded value reports and commission income accounting by targeted customer retention.•Manage the delivery and reporting of new direct marketing campaigns through good value affinity offers, targeted based on insights into customer data and where demand exists•Manage internal and external relationships for the smooth delivery of management information•Ability to manage change requests and challenge outsourced service providers during all stages of change implementation. •Monthly budget management and reporting for the team.•Compile and submit complaint returns to the FCA Prudential and submissions for FOS publication.•MS Access skills, including end-user form design, macro development and VB programming.•MS Excel advanced skills, including pivot tables and macros.•Team management skills and delivering under tight deadlines.

Birmingham, United Kingdom

The Pearl Group is a closed book consolidator of life and pension policies. The Groups main office is in Wythall Birmingham. Over the years the organisation has adapted to many changes including outsourcing and managing many service functions.Key achievements and experience•Good all round knowledge and experience of life company operations, products and administration processes, awareness of relevant regulatory/legal frameworks and familiar with the principles of service/outsourcing agreements. •Ensure Life and Pensions customers are kept informed of any changes, using clear and easy to understand communications. •Ensure that Brand and plain English guidelines are met in all customer-facing product based communications. •Maintain a library of past and present approved and standard literature that is compliant and produced within set compliance review dates.

Birmingham, United Kingdom

The role involved supporting the outsourced customer services team with technical queries, ad-hoc policy calculations, updating systems and calculation tools with new declared bonuses and rate changes. Making sure statements and other customer facing literature were accurate and followed governance principles. Assisting in the production of actuarial valuations and checking and maintaining integrity of valuation data feeds. Key achievements and experience:•Provide technical support to the outsourced service providers with regards to policy values, loss calculations, surrender values, maturity values and annuity projections.•Provide solutions to complex life and pensions loss calculations. •Design and build spreadsheets, databases and macros to run complex annuity and policy calculations. •Running valuation extracts on moses and prophet.•Carry out bonus and transaction testing on policy statements, including pensions, individual savings accounts (ISA’s), portfolio bonds, unitised bonds and with profits business.•Assisted in the Pensions simplification project changes.•Provide guidance to IS department with program changes and carry out system testing.

Birmingham, United Kingdom

A government initiated project to review all pensions sold between a period and make up any loss incurred by advisors mis-informing policyholders to alter certain company policies. The project office oversaw the management of the project by providing guidance and support to the project management board.Key achievements and experience•Produce and chair weekly and monthly progress reports to the board.•Develop, maintain and forecast workload plans including resource and budget requirements using work breakdown structures, Gantt charts and activity node diagrams. •Maintain and update project plans to reflect changes to dependencies and the impact on critical paths.•Use of project management software including MS Project.•Excellent communication skills with all levels of the project management team up to the executive board•Ability to work under changing objectives, tight deadlines and with little guidance.

Postgraduate Diploma, Actuarial Science

Bsc (Hons), Mathematics And Software Engineering