Responsible for all Ascentric and Investment Funds Direct Ltd Client Contact, New Business, Transfers, Capability and Complaints teams Delivered service improvement, efficiency, development of staff and management through a structured capability programmeRestructured the operational teams which enabled the business to generate growth without significantly increasing the cost base. Re-engineered processes and introduced new technology to drive efficiencies into the businessAccountable for commercial decisions when dealing with third parties to ensure return on investment is realisedAttended regular Sales meetings with key customers discussing mutual beneficial opportunities that increase sales revenue whilst delivering a first class service for the customer. Significantly improved the customer experience in under one year

Working on various change programmes delivering in the short to medium term.Building strategic plans to deliver to the future goals and objectives within the businessWorking with external consultants on the 2015 plan for AXA WealthChallenging the status quo on what we do now and what we need to do in the future

Reporting into the Operations Director, (Staff of 150, budget c£3M) 4 Direct ReportsBuilt and led an award winning Sales Support Unit to deliver a proactive and reactive Financial Advisor 5* service to the intermediary market and internal sales force. Ownership, accountability and communication were encouraged throughout the department.Built a sales support function to provide all Intermediary support for AXA Wealth, following the closure of 10 regional branches. This included bringing together existing AXA staff alongside 50 new recruits to build a new service proposition, achieving scale and significant reduction in cost to AXA. £1.5M in first year with on-going savings of £3.5M pa. Delivered on time and within budgetRestructured the area to enable the successful migration of market leading Wrap platform business. Delivered a number of change programmes throughout the business whilst ensuring high levels of customer satisfaction were maintained (5* service delivered consistently). Introduced stretching SLA and KPI measures. Improved processes to continually raise the standard of service to customers whilst delivering cost efficienciesBuilt and maintained strong stakeholder relationships across AXA and with external customers ensuring issues were identified and resolvedProvided subject matter expertise within Operations on the UK’s largest Part VII transfer when AXA sold part of its UK Life business to Friends Life. Ensured a seamless transition for the customers of both organisationsSeconded to IT to lead on a business critical telephony project working with Cable & WirelessWorked alongside HR to hear redundancy and grievance appeals. Delivering outcomes to all within challenging timescalesBuilt a strategic plan with external consultants to deliver to the future goals and objectives within the business for 2015Seconded to AXA Bancassurance to manage the day to day relationship with key suppliers

Responsible for maintaining the governance and relationships with all of the key suppliers within the Bancassurance channel.Managed the day to day relationship with key suppliersDesigned a robust governance mechanism with greater rigour Identified risks and issues and ensure these are managed effectively

Responsible for providing administration on the entire Winterthur Life book of business.Lead the Individual Business area, responsible for all Intermediary business ‘cradle to grave’ Instrumental in driving efficiencies into the business by re-engineering key processesWon a Financial Advisor 5 Star Service award for five consecutive years Managed various change programmes delivering many significant benefits to the business on time and within budgetBuilt capability within the department by carrying out a training needs analysis. Developed a programme to deliver training into the department to ensure our success was future proof.

FTE 80, Budget £1.5M) 6 Direct ReportsWinterthur Life acquired Colonial Mutual in June 2000 and I was relocated to Basingstoke to move with the company Worked with the project team to 'lift and drop' business from Kent to HampshireDelivered service in a ‘closed book’ environment driving down cost whilst still maintaining a high degree of serviceSet up new department including processes and recruitmentSeamless transition of service proposition whilst building capability within a new departmentUtilised the skills within the corporate pension teams to support the wider operations teams when service levels where not met.Re-engineered the processes and provided guidance and direction in turning round a department with over 25,000 work item backlog. Empowered the staff and management to transform the culture into one of ownership, accountability and willingness to deliver a superior service

Responsible for the end to end processing of Group Personal and Executive Pension PlansSupported a direct and tied agent sales force Worked on the demutalisation project

Joined in London and then office moved to KentQuickly progressed through the ranks from administrator to Team Manager within 2 yearsManaged a team administering Executive and Group Personal PensionsProvided a daily surgery for all staff to attend in order to improve their pension knowledge Worked on projects covering all aspects of pensions business