Experience

AdminRe UK

• Development Manager in Actuarial Services

  • May 2011 - Present



Swiss Re

• Service Resolution Manager

  • Mar 2009 - May 2011

  Managed a team of 60 dealing with reportable/non-reportable service/investment performance complaints received from private customers and IFA's. In this role I developed complaint handling procedures compliant with FSA regulation and FOS direction. Also, implemented a robust T&C scheme and development of root cause analysis and TCF framework.



AdminRe UK

• Regulatory Complaints Manager

  • Feb 2005 - Mar 2009

  Managed a team of c.50 handling regulatory sales complaints across the whole product range. This role provide exposure to ABI working groups; relationship building with the FSA (planning for and execution of thematic reviews and Arrow visits); formed key relationships with FOS Senior Management/Ombudsman. Within this role also oversaw completion of EB20 review; Legacy reviews of systemic mis-selling and the handling of service complaints. Became fully conversant with all relevant Complaint… Managed a team of c.50 handling regulatory sales complaints across the whole product range. This role provide exposure to ABI working groups; relationship building with the FSA (planning for and execution of thematic reviews and Arrow visits); formed key relationships with FOS Senior Management/Ombudsman. Within this role also oversaw completion of EB20 review; Legacy reviews of systemic mis-selling and the handling of service complaints. Became fully conversant with all relevant Complaint Handling DISP rules within the FSA handbook and interpreted these to build compliant complaint handling procedures driving down FOS over-turn rates and improving the companies overall relationship with the regulator and the FOS arbitration service. Show more Show less