Fiona Love

Experience

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  Standard Life

  Jan 1985 - Jan 2009

  Operational Manager (Customer Service)

  I worked in a variety of customer facing areas managing and leading to deliver exceptional customer service. I redesigned and streamlined processes to remove failure, improve automation and improve process efficiency to meet customer demand. I also developed, coached and supported staff to ensure customer demand managed and responded to effectively. Regular staff Appraisals prepared and meetings held with my staff.I also provided support at AGMs and Roadshows with the opportunity to engage with customers face to face and was the Relationship Manager for a Strategic Partner. Show less

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  1825 Financial Planning

  Jan 2010 - Oct 2018

  I was responsible for designing and managing a smooth transition plan for acquired firms into the 1825 business working daily alongside the acquired firm's MD and senior management team. Key to the successes I had in this role were getting to know and understand the current business ensuring the pace of change was right for the business, employees and particularly the clients.I did this by collaborating with other transition managers and co-ordinating transition activities across 8 different 1825 Head Office work streams resulting in a co-ordinated, structured and efficient integration with no adverse impact to clients. Show less I specialised in identifying, creating and implementing a range of business solutions and delivering client focused enhancements within the UK advised business. This involved analysis of business processes and workflows across numerous business units and locations, with a view to understanding current state, implementing improvements and providing business consultancy to enable and embed change as business as usual in line with 1825 proposition. My activities included focus on demand and workflow to understand variation across sites implementing consistent value add processes, to deliver effective an efficient end to end operational model, accurate planning and reporting to deliver exceptional service to clients Show less I was Lead change manager for the delivery of a variety of projects from start to finish supporting the implementation of the resultant change into the business. This involved:• A full review of our digital service capability for Customers, analysis of gaps and implementing change to close these and drive demand to digital from other channels• Implementation of a new, simple, easy to use online Pension Consolidation journey • Transformation and design of the Bulk Transfer Process within the Pension Reform programme working cross functionally to remove manual processing, reduce Operational risk and ‘Box’ exposure • Supporting implementation of new processes with structured Business Readiness plan including writing and delivering training material and communications• Providing coaching and support to Black and Green Belts Show less

  • Transition Manager (Accredited Lean Sigma Black Belt)

    Mar 2016 - Oct 2018

  • Client & Adviser Experience Consultant (Accredited Lean Sigma Black Belt)

    Jun 2015 - Mar 2016

  • Change Manager

    Jan 2010 - May 2015
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  Standard Life Assurance: part of Phoenix Group Careers

  Nov 2019 - now

  Product Owner