Experience

Capita Pensions

• United Kingdom
• Financial Services
• 1 - 100 Employee

• Head of Operations, Teachers’ Pensions

  • Mar 2021 - Present

  A supportive, customer-centric and confident senior leader, coaching and empowering operations managers within Pensions administration back office and telephony departments. Accountable for the operational delivery of the Teachers’ Pensions Scheme administration, on behalf of The Department for Education.Primary role and duties:▪ Delivery of core operational activities, amounting to circa 80,000 transactions per month.▪ Responsible for first-class customer service within the telephony and digital communications departments, handling circa 30,000 calls and 10,000 webchats per month.▪ Agree and deliver financial and business objectives, supporting the core strategy, vision and mission.▪As project sponsor for multiple varying projects, empower project managers and their teams. ▪ Maintain and deliver robust governance infrastructure and controls, whilst mitigating key business risks.▪ Develop growth, succession planning and efficiencies.▪ Ensure service delivery adheres to governance, frameworks, statutory and regulatory requirements.▪ Engage and maintain a positive rapport with stakeholders and clients, through various communication channels.▪ Provide outstanding leadership and coaching to operations managers and project managers.▪ Analyse and report service delivery outcomes and project delivery.▪ Review operational resourcing needs, in line with supply and demand forecasts, through resource and financial business planning activities.▪ Deliver benchmarking and audit requirements to support annual audit and accounts exercises.

• Operations Manager Level 2, Teachers’ Pensions

  • Jun 2019 - Mar 2021

• Operational Delivery Manager

  • Jun 2017 - Jun 2019

  Coaching, motivating, and developing multiple Pensions Managers and approx. 60+ Pensions Administrators, within their teams, to successfully deliver operation functions key to the Teachers’ Pensions contract delivery.Tasks within this role included:▪ Maintain and develop positive rapport with Senior Management and Stakeholders.▪ Project and change management▪ Service delivery report analysis and collation▪ Audit preparation, facilitation and outcome management.▪ SLA and KPI result forecast planning.▪ Resource planning▪ Performance analysis and change negotiations.▪ Chair daily, weekly and monthly management meetings▪ Presentation collation and delivery.

• Finance Operations Manager

  • Feb 2016 - Jun 2017

  Line management responsibility of finance officers across multiple teams within the Scheme Finance Department administering the Teachers’ Pensions contract.This role included:▪ Data analysis and report production for Senior Management and Stakeholders.▪ Effective management and strong leadership skills my teams to achieve and maintain successful service level outcomes▪ Process improvements and project management to support and strengthen the department’s work streams.▪ Department forecast updates, including resourcing, objective delivery and financials.▪ Risk management and mitigation.During my position the contributions department were responsible for proactively engaging with 7,000+ employers across England and Wales in the accurate collection of over £6 billion in scheme income annually. The Debt department were responsible for the calculation, invoicing and recovery of over £5 million in scheme debt annually.



Diverse Health Solutions Limited

• Finance & HR business partner

  • Apr 2012 - Jan 2016

  Responsible for the SME Finance and Human Resource activities and deliverables. Supporting the company directory and secretary, whilst leading the head office administration operation.HR tasks included:▪ Performance development reviews▪ Grievance and disciplinary hearings▪ Contract change consultation management and introduction▪ Operational recruitment activities, in line with the business strategy and objectives▪ Employee dispute resolutionFinancial tasks included:▪ Responsibility of bi-weekly and monthly payrolls▪ Stakeholder financial reporting and pricing negotiations▪ Profit and loss analysis, forecasts, and management▪ Trial balance reconciliations▪ Balance sheet management▪ Credit and Debt control▪ HMRC Tax submissions and assessments▪ Annual audit and accounts

• Finance and HR Manager

  • Sep 2011 - Mar 2012

• Business Administrator

  • Jun 2009 - Sep 2011



BrightHouse

• United Kingdom
• Retail
• 400 - 500 Employee

• Customer Account Representative/Deputy Store Manager

  • Apr 2008 - May 2009

• Retail Sales Advisor

  • Oct 2007 - Apr 2008