Experience

• 

  John lewis plc

  Nov 2006 - Aug 2007

  Store associate
• 

  Lloyds tsb

  Jun 2007 - Sept 2007

  Customer service advisor
• 

  Insureandgo

  Aug 2011 - May 2012

  Claims negotiator

  • Managed claims received from customers via phone and email, and used tact and diplomacy to provide explanations in cases of rejection.• Reviewed prudently the circumstances of claims, in accordance with the terms and conditions of policies, setting up claims on the system and aiming to settle them promptly. • Kept abreast of all policies and procedures, and attended several training activities.

• 

  Financial ombudsman service

  May 2012 - Nov 2015

  • Project Lead responsible to delegate tasks to 12 personnel, design project schedules and review project results; liaise with senior stakeholders to communicate findings and provide recommendations.• Manage the compliance and support function to provide a robust compliance structure, through conducting reviews, analysing performance data, implementing effective risk management strategies and supporting staff on compliance related issues.• Maintain, review and update core compliance policies and procedures, and provide compliance training and guidance to new staff.• Liaise with senior ombudsmen to enforce strict adherence to relevant DISP Rules.• Direct data and trend analysis, through careful review of internal management information (MI), and provide data analysis for Division Heads and senior management seeking to improve their understanding of stream/team progress.• Deliver monthly trend and quality reports in meetings, to senior leaders and the Directorate of PPI, as well as specific reports to Division Heads.• Conduct audit-based assurance on several aspects including data and decisions published by our Ombudsmen.• Assess accuracy of manager’s evaluations of their adjudicators; apply outcomes gained to improve technical and coaching abilities of managers, through one-to-one or group training approaches.Notable Accomplishments:• Integrated an innovative quality assurance framework across the service, to be used with over 1500 adjudicators; supported and created a valuable compliance process for overtime and successive work streams.• Ensured full compliance with DISP rules, and FCA requirements.• Successfully carried out risk based audits, executing effective risk controls and generating valuable reports, utilised toward maintenance of quality consistency.• Conducted effective and informative development programmes for team managers and other staff, which contributed significantly toward performance and process improvements. Show less • Responsible for independently handling numerous consumer and business complaints, and providing logical decisions on these, after thorough investigation.• Applied expert knowledge of DISP rules and comprehension of FCA requirements and structure, to review complaints and accomplish objectives.• Reviewed case files and provided constructive feedback to adjudicators and team members.• Delivered a session to 30 different teams of adjudicators and their managers across multiple divisions.• Promoted as Grade 2 Mentor in the Training Academy (Feb. 2013 to Oct. 2013), during which trained and accredited 840 new adjudicators.• Provided guidance to up to 100 mentors across 7 different teams over the 6 months; created and delivered training programmes, reviewed completed work and provided feedback, indoctrinated them into the system, generated progress reports to their managers and coached adjudicators failing to meet set accreditation standards. Show less

  • Quality and Service Improvement Partner

    Oct 2013 - Nov 2015

  • Adjudicator/Lead Mentor

    May 2012 - Oct 2013
• 

  Tokio marine kiln

  Nov 2015 - Nov 2017

  Compliance executive
• 

  Gallagher

  Nov 2017 - Apr 2019

  Regulatory assurance officer
• 

  Kpmg australia

  Apr 2019 - Sept 2023

  • Associate Director

    Oct 2020 - Sept 2023

  • Manager

    Apr 2019 - Oct 2020
• 

  Migso-pcubed

  Sept 2023 - now

  Senior delivery manager