Head of Product Management and Governance

• Feb 2021 - Present

Relationship Manager

• Dec 2016 - Feb 2021

Working for Marlborough’s Fund Hosting business - IFSL, we deliver top class value add ACD and Administration services to Fund sponsors and Investment Managers. Always working in partnership with our clients to identify opportunities whilst putting the investor at the heart of everything we do!

Relationship Manager, comparethemarket.com

• Oct 2013 - Oct 2016

Works with partners to continually review their proposition and customer experience in order to better sales volumes. Ensures delivery of ‘best in class’ account management and develops & maximises the commercial opportunity with partners. Works with partners to continually review their proposition and customer experience in order to better sales volumes. Ensures delivery of ‘best in class’ account management and develops & maximises the commercial opportunity with partners.

Client Service Delivery Manager

• Jun 2008 - Apr 2013

Manages multiple accounts to an excellent standard. Documents and resolves issues and actions within agreed deadlines. Works together with all stakeholders and agrees resolutions to issues that both the business and client finds satisfactory. Identifies error trends by analysing management information and client feedback. Works with the operational areas to develop action plans to reduce errors occurring. Identifies additional training needs and organises training and procedural changes to improve business efficiency and service.Arranges and chairs monthly service reviews, reports on results against service level targets. Discusses focus areas with clients when required and negotiates future targets. Provides progress updates on any topical items.Instigates and leads the implementation of new services as and when required by clients. Carefully manages costs of setting up the service as well as agreeing staff requirements with the operational area. Oversee's staff selection process, training and introduction to clients. Organises and chairs client due diligence meetings with potential clients showcasing the businesses achievements. Provides invaluable support and training to clients when required. Show less

Fund Hosting ACD Specialist

• Jul 2012 - Dec 2012

Managed the implementation of important regulatory changes within the business. Set up a working group of key stakeholders and introduced weekly meetings whereby outcomes were documented. Provided structure and direction for the group and enabled progress to be tracked and reported to management when necessary.Prepared for the transfer in of the business’s first 1400 Individual Savings Accounts. Researched and documented procedures to ensure regulatory responsibilities such as FSA reporting, HMRC reporting and Treating Customer Fairly outcomes were met, enabling the business to offer ISA management services to existing and new clients. Key support to Operations Director with client changes by communicating details to external and internal stakeholders, resolving queries and organising updates. Changes included new fund launches, corporate actions and implementation of new business. All projects were delivered on time and to a high standard. Prepared and managed the publication of regulatory documents within strict timeframes by liaising with internal Legal Team, Operational Team, Relationship Manager, Project Manager, Clients and external Print Supplier. Documents were printed with 100% quality and compliance and dispatched on time. Show less

Business Process Manager – Client Facing

• Apr 2006 - Jun 2008

Instrumental in guiding clients with the implementation of product changes, corporate actions and new initiatives by providing excellent technical support and advice during planning and delivery. Evaluated performance and led post implementation reviews. Planned resource and recruited staff for large changes, identified and co-ordinated training requirements and managed staff performance.Monitored and controlled costs for client funded projects ensuring budget remained within agreed target. Show less

Team Leader – Settlements and General Correspondence

• Nov 2003 - Mar 2006

Created a team of 12 administrators to carry out the administration for a new high profile client with over £10bn funds under management. The client base was a mixture of high net worth clients, platforms, large institutions as well as an established book of ISA business.

Team Leader – PEP/ISA Processing

• Feb 2000 - Nov 2003

Managed a team of 15 administrators covering all administration tasks in relation to PEP/ISA business. Managed a team of 15 administrators covering all administration tasks in relation to PEP/ISA business.

Senior Administrator

• Aug 1997 - Jan 2000

• Delivered quality administration services to tied agents and retail investors relating to Pearl’s Unit Trust business. • Delivered quality administration services to tied agents and retail investors relating to Pearl’s Unit Trust business.