Mark Knowles DipPFS

Experience

• 

  Aviva

  Jun 1997 - Apr 2014

  Financial Consultant within Aviva providing financial advice to existing policyholders on all aspects of their investments. Reviewing their investments in-line with current risk profiles and objectives. Developed expert customer handling skills necessary to carry out a financial review of a customer’s personal circumstances and provide suitable financial advice and recommendations. Delivered a consistent and tailored financial solution to customers. Ensuring suitability reports and customer letters were customer specific, compliant and issued within specific timescales. Excellent customer service skills, achieving 98.2% customer advocacy score in 2013.Completion of internal regulated exams and maintenance of my professional standing.Designed and implemented a Management Information system for the Customer Advice Team. Managed key stakeholders; obtaining requirements from users; training and implementation of the system. Led a successful project implementing collective calls into our department, this involved stakeholder management, liaising with the risk team to ensure all customer requirements were considered. Designed and implemented training for advisers on systems and products.Produced monthly and weekly department, team and individual Key Performance Indicators.Collected, analysed and produced Management Information for Head Of and Department Manager.Controlled the allocation of adviser appointments within the department. Show less Investigation and resolution of regulated complaints including mortgage related (endowment) and general complaints.Effective decision making in order to resolve complaints within the guidelines set by the Financial Services Authority.Issued detailed resolution letters and customer contact to explain actions and outcome when required. Liaised with the Financial Ombudsman Service to effectively resolve complaints within set guidelines.Assisted on various projects including the Pre FSA review and the Product Governance Terms and Conditions Review.Team Leader secondment to the Admin Support Team during June to October 2005. Led and organised the team to complete all formalities of the initial investigation of Mortgage Endowment complaints within set service standards and timescales. Show less Managed operations for over 120 staff, monitor Department service levels and workstate taking action where required. Produced weekly analysis and variance report, (Plus actions needed to rectify shortfalls).Led and motivated 6 team managers within the Total Loss and Credit Hire teams, to ensure business target and objectives were achieved.Led and motivated the ‘Pay as you Drive’ team, ensuring the daily allocation of work. Delivered 1-1s and daily KITS / huddles.Completed Team Manager 1-1 reviews and set individual objectives.Produced variance reports on the department performance (monthly and quarterly) highlighting success and areas for improvement.Key Relationship Manager for major hire car supplier, controlling costs on the Total Loss and Customer Claims accounts via monthly meetings. (contract worth £4.5 Million). Managed credit hire costs of £15 million per annum.Responsible for achieving fraud detections and cost savings targets for the Credit Hire and Total Loss Resolution Team (£6 Million saved). Show less

  • Investment Financial Consultant

    May 2007 - Apr 2014

  • Customer Relations Manager

    May 2004 - May 2007

  • Lead Team Manager

    Mar 2001 - May 2004

  • Third Party Claims Team Manager

    Aug 2000 - Mar 2001

  • Sales Team Manager

    Jun 1997 - Aug 2000

  • Customer Services Team Manager

    Jun 1997 - Aug 1997
• 

  2plan wealth management Ltd

  Sept 2017 - now

  Compliance & Audit consultant reviewing investment, protection and pension cases completed by case handlers.Reviewing past business sales and the completion of case review reports, face to face feedback to aid the training and development of case handlers.Reviewing specialised technical team cases which consists of investigating churn and replacement sales and more complex cases.Subject matter expert on investment cases, providing support and guidance for case handlers. Quality Assurance manager responsible for reviewing all business signed of by head office checking. reviewing investment protection and pension business including Defined Benefits transfers and pension draw down cases.

  • Compliance Manager

    Nov 2018 - now

  • Quality Assurance Manager

    Sept 2017 - now