Experience

Link Market Services

• Australia
• Financial Services
• 300 - 400 Employee

• Operations Manager

  • Dec 2020 - Present

• Supervisor

  • May 2015 - Present

  Direct supervisory role of up to three Team Leaders and approximately 20 members of staff including development, training and oversight. Complete Quality and Assurance through Call Listening, the development of Training Plans, and application of SMART objectives with a view to increasing both the quality and efficiency of the team’s performance. Conduct the periodic performance management of staff including the writing and delivery of Appraisals, 1-2-1’s, and Probation Reviews. Conduct Disciplinary Meetings and provide informal/formal feedback in relation to performance. Proactively communicate and cascade key management information, policies and procedures through daily huddles and team meetings.Serve as a point of escalation for departmental complaints, investigating and proposing resolution prior to formal escalation.Conduct service improvements including the implementation of the complaints process, review of the debit card system and the up skilling of Information Consultants to meet Service Level Agreements.Complete Incident Reports in order to identify failures in service and proposals to rectify in order to prevent further instancesCompletion of Management Essentials Courses, including Time Management, Difficult Conversations and Effective Feedback designed to identify, develop and improve Managerial soft skills. This encompassed approximately 40 of hours of training ranging from bite size 30 minute sessions to full day courses.(Also included Intermediate Excel Course)Ongoing mandatory training including Money Laundering, Market Abuse, Insider Dealing and Complaints Handling.



BGC Partners

• Financial Services

• Broker UK Gilts

  • Aug 2007 - Nov 2014

  Negotiate and execute trades with Gilt Edged Market Makers to precipitate commission revenue. Consistently secured in excess of £500K annually.Create liquidity and facilitate the execution of trades by obtaining sensitive information and dealing prices from clients.Network and entertain clients to foster, improve, and develop existing relationships whilst seeking to enhance the profile and expand the client base of the desk.Administratively, where applicable calculate settlement prices via Bloomberg and use bespoke company systems to instruct trade details to clients.Perform weekly analysis and daily reconciliation of the desks profit and loss consolidating and presenting the information to management.Maintain fitness and propriety with the FCA as an approved person by completing periodic training modules including Fraud Awareness, Anti-Money Laundering and Market Abuse.



Europol International

• Account Manager

  • Jul 2005 - Aug 2007

  Proactively devise strategies to trace, track and locate vehicles and individuals nationwide in order to facilitate the recover vehicles or outstanding finance.Mediate with finance companies and debtors to formulate new payment arrangements incorporating the respective needs of both parties.Allocate cases and coordinate with repossession agents to organise the recovery and delivery of vehicles.Develop client relationships with leading car finance providers such as Bentley, Volkswagen and Audi Finance.Personally managed the Peugeot Finance Account. Successfully renegotiated contract resulting in an increase in the volume of repossession cases received.