Experience

Utmost International

• Financial Services
• 200 - 300 Employee

• Client Services Manager

  • Jun 2020 - Present

  Responsible for co-ordinating and managing the day to day volumes of email and phone calls received from clients, brokers and intermediaries across the different product lines ensuring that all tasks are comprehensively and effectively processed in accordance with compliance obligations and within agreed service standards.Focused on Service Delivery by ensuring the needs of the customer are identified and excellent customer service is provided across the Client Services team to all customers (Internaland External). Committed to leading and supporting the team achieving overall objectives and performance while actively promoting personal and professional development.

• Client Services Team Leader, CCS

  • Oct 2018 - Jun 2020

  • Manage the day to day running of the Client Services Team within Wealth Protection Operations, focusing on delivery of excellent client services to clients and partners• Ensuring high service levels are consistently maintained across all services provided by the operational teams and developing key performance measurements for internal self-assessment.• Develop strong relationships with clients and partners• Monitors workflow, anticipates and manages any delays.• Provide training and support for team members.• Completion of regular performance discussions with team members and interim / year end appraisals.• Provide support for operational Team Leaders as necessary



DST Systems

• United States
• Information Technology & Services
• 700 & Above Employee

• New Business Quality Coach

  • Apr 2018 - Oct 2018

  Working within the administration centre I am responsible for continuously supporting and developing people through feedback and coaching to improve accuracy, productivity and overall competence. Performing and applying the Quality Assurance processes and criteria to review levels of quality and accuracy and provide the necessary training and development to individuals. I also support with complex customer enquiries and carry out on the job training, where appropriate. Key Accountabilities include: • Performing the required % of calls/paper processing audits as per the Quality Assurance Procedures and assessing the levels of quality and accuracy against the business requirements. • Delivery and planning of training and/or coaching based on the levels of quality and accuracy and business need. • Challenge existing practices. Identify, propose and implement areas of process improvement. • Provide Line Managers’ with performance information on each of their team members on a regular basis or more if required, including Quality and Accuracy Management Information. • Provide coaching support, as appropriate, to all team members. • Devise and/or carry out training plans for new and existing employees, product launches or refresh training when required. • Act as a point of contact for contentious/complex enquiries. • Manage relationship between key Stakeholders and the team , where appropriate • To liaise with technical experts and peers to ensure that any changes in legislation and procedures affecting Customer Servicing are assessed and understood, ensuring product, process and system knowledge is maintained. • To communicate technical and procedural information to staff in an effective and timely manner.



International Financial Data Services (IFDS)

• United States
• Information Technology & Services
• 500 - 600 Employee

• Senior Life Policy Administrator

  • Nov 2015 - Apr 2018

  Process all administrational requirements for clients and their Policy holders Deal with correspondence (email or written) and phone calls in relation to policy status, values, transactions etc. Prioritize tasks and manage workload to meet external and internal deadlines and service standards. Take ownership of all client queries or issues. Build strong relationships with assigned clients, colleagues, and other external contacts. Maintain an understanding and awareness on key aspects of life insurance, legislation, compliance and the market. Process a range of policy servicing transactions across a number of life insurance products Review peer work to ensure that standards of accuracy, clarity and financial integrity are maintained Promote a thorough understanding of our clients’ products within the team Identify issues which may have an impact on service delivery and quality, and route to the appropriate team or flag to Operations Management. Accurately record any breaches of policy and procedures that occur within the team. Update and manage incidents as directed by Operations Management Regularly update documents, procedures and templates Manage yearly timeline and schedule matrix for maturities, coupons and annual statements Collate and issue tax, commissions and any ad hoc report Complete daily and monthly AML checks on assigned clients Prepare client updates pack and chair weekly calls and monthly meetings for assigned Clients Provide feedback to Ops on service and process improvement Key transactions upon client’s instructions Monitor trades and settlement details using external banking systems Create training programs across the department to facilitate new hire training Create reference guidelines to help the team achieve daily and monthly objectives



Riverty

• Germany
• Financial Services
• 700 & Above Employee

• Trainer

  • Jul 2012 - Nov 2015

  Develop and deliver training programmes including employee development, systems, desktop trainingPlan, organize and direct a wide range of training activitiesConduct continuous training needs analysisResearch, write, create, and develop training materialsMeasure the impact of learning interventions on key business metricsParticipate in and leading meetings to determine training requirementsManage training calendar and update notice boardsDeliver training using a variety of methods to include classroom learning, computer-aided training, training manuals etc.Work with subject matter experts to ensure training is delivered to the highest quality and efficiencyTake ownership to specific L&D projects seeing them through to completionAttend all training administrationEvaluate training courses and materials and make continuous improvements a s requiredResearch and develop web based training materialsConduct training feedback session on training programmes and make changes accordinglyCoach new and existing EmployeesAchievementsIn the past year I have led several training programs onsite and remotely to roll out the introduction of new systems and procedures. I have recently delivered onsite in Sao Paulo, Brazil specific modules for the Collections, Customer Service and Cash Applications departments. My latest projects include creating and developing complete curricula to complement company transition across different departments in consultation with the client and major stakeholders.

• Collections Specialist

  • Sep 2011 - Jun 2012

  I have been recently appointed as a Collections Specialist within my team with responsibility for dealing with technical issues, enhancing best practice within the collections area, quarterly review of processes within the teams and ensuring training is aligned to the team’s requirements. My current duties also include review of training procedures & material.

• Collections Analyst

  • Jan 2010 - Aug 2011

  • Contacting customers for payment of past due invoices and documents results.• Responding to customer requests related to invoicing.• Establishes and maintains follow up with customers and sales team• Interacting with the sales organization, order management, distribution and returns processing to resolve customer claims and reduce disputes.• Management and release of orders on hold.• Analyzes and organizes payment remittance advice to ensure that cash is posted accurately. • Participating in process improvement efforts to enhance customer satisfaction.• Resolving customer financial queries, documenting and taking action accordingly where payment is not received.• Managing overdue payments• Receive and resolve discrepancies (bank, business, customer contact)• Prepare and dispatch dunning letters/statements



Accenture

• Ireland
• Business Consulting and Services
• 700 & Above Employee

• Senior Licensing Representative

  • Jan 2006 - Aug 2007

  • Dealing with all aspects of order fulfilment for different products • Liaising with different levels of the organization providing support to channel partners • Delivering a professional and customer focused service • Providing accurate resolution of inquiries and transactions • Dealing with all aspects of order fulfilment for different products • Liaising with different levels of the organization providing support to channel partners • Delivering a professional and customer focused service • Providing accurate resolution of inquiries and transactions