Experience

• 

  Legal & general

  Jun 2012 - Feb 2015

  Handling high call volumes and maintaining stats within required limits First point of contact for customers invested on the IPS platform and IFA’s Providing a high level of customer service, valuations, policy details and carrying out customer requests with regards to their investments ie surrenders, change of personal details, switches and transfers. Chasing stock transfers and providing information as to why they are delayed or not processed. Providing IFA’s with information they request Dealing with (early resolution complaints)ERC’s Show less Creating test scripts for the Mortgage Origination System for both the Web Portal and the Back Office functions such as Wizards and Tasks Populating Mortgage Origination System (MOS) test matrix with applicant data supplied by Experian and Call CreditMapping Web Portal Test Cases(WPTC) to High Level Test Cases(HLTC)Creating Affordability test scripts Creating Key Features Illustrations(KFI’s) test cases on MOS test matrix Generating Valuation reports for test case scenariosPeer to peer checking on scorecard test scriptsCreating test scripts represent specific test conditions for scorecards.Achieved sign off on Policy details within the allocated time frameLearnt to use the programmes: Mainframe, ESL, Work Tracker, EG, L&G intranet, Business Applications,Bonus Viewer, and OACR.Daily tasks of answering requests from customers and IFA’s and supplying them with the policy information they require.Learnt processes on Flexible Mortgage Plans, Endowments and Investment BondsProcessed transfer of agency requests from IFA’s and forwarding the relevant paperwork to Commissions.Am currently working on achieving sign off on Record Not Founds within the specified time limits.Have been trained and signed off on all processes regarding Guaranteed Equity Bonds, Unit LinkedEndowments and Sufficiency ReviewsDaily tasks entail answering requests from policyholders and policy servicing agents for information on policies, maturing and surrendering policies, switching between funds and processing Deed of AssignmentsLearnt to use the programmes : CAPSIL & Money OutWorked on learning processes regarding Personal Pension Plans within the Nationwide Life team Show less Achieved sign off on work processes within the allocated time frameProficient in use of Mainframe, ESL, Work Tracker, EG Task Manager, L&G intranet, Business Applications, Bonus Viewer, and OACR.Daily tasks of answering requests from customers and IFA’s and supplying them with the policy information they require.Learnt processes on Flexible Mortgage Plans, Endowments and Investment BondsProcessing transfer of agency requests from IFA’s and forwarding the relevant paperwork to our Commissions department. Am currently working on achieving sign off on Record Not Founds within the specified time limits.Nationwide Life Servicing Team Have been trained and signed off on all processes regarding Guaranteed Equity Bonds, Unit Linked Endowments and Sufficiency ReviewsDaily tasks entail answering requests from policyholders and policy servicing agents for information on policies, maturing and surrendering policies, switching between funds and processing Deed of AssignmentsLearnt to use the programmes : CAPSIL & Money OutServicing Personal Pension Plans within the Nationwide Life team. Show less

  • Pension Transfer Specialist

    Apr 2014 - Feb 2015

  • Investor Porfolio Service

    Jan 2014 - May 2014

  • Junior Test Analyst

    Sept 2013 - Jan 2014

  • Customer Services Consultant

    Jun 2012 - Dec 2013
• 

  Friends life uk

  Feb 2015 - Nov 2015

  Pensions trainer

  Responsibility for our process training to ensure that all new starters develop a full understanding of the basic processes in place throughout our administration teams.Deliver training using a range of delivery styles to ensure training is effective.Research and develop specific courses to meet business needs and evaluate and review the content and quality of existing training modules.Work with Team Managers and Quality Auditors to ensure the training delivered and addresses any skills gaps identified.Maintain accurate and up-to-date accreditation records and provide Team Managers with regular updates on the progress of their people.Evaluate training effectiveness in terms of immediate participant reaction.Actioning feedback in order to build more effective solutions.Liaise with the business to ensure that training material is current and accurate at all times. Show less

• 

  Aviva

  Sept 2015 - now

  • Over the past few years I have worked within Corporate Pensions overseeing the service management and governance of 3rd Party Suppliers (FNZ/Winterflood) • Managed the iCARE environment for the My Money Platform ensuring key risk are highlighted and addressed.• Conducting review of Controls and testing within our risk framework (iCARE) and ensuring they are fit for purpose.• Liaised with internal and external SME’s to assist with validation of 3rd party MI.• Assisted with collation of accurate reporting to Aviva Senior Governance committees to ensure management are appropriately informed of 3rd Party performance and key risks and issues.• Have been responsible for conducting the required Governance Activity under the Supplier Management Framework, for the My Money part of the Global Services Agreement. • Responsible for driving the key governance activity with the relevant business units and suppliers.• Compiled governance meeting packs and was the driver behind governance meetings, providing input and documenting minutes and actions.• Provided support to other business areas with regards to Contractual Clauses and 3rd Party services and platform performance.• Responsible for reviewing of the Service Delivery Document with FNZ in the interest of improving deliverables. • Validated and calculated service credits/ trade volumes to be applied against the monthly outsourcer invoices. Show less Implementing the daily & monthly controls over the FL unit linked fund NAV calculations and prices. Analysing all control outputs to identify issues and errors, understanding and explaining root causes and escalate in accordance with Group policy. Developing, maintaining and updating the Controls matrix to ensure completeness of controls and accuracy in MI reporting. Ensuring unit pricing errors are identified, reported & communicated in line with agreed timescales, re-calculating unit prices in line with FL pricing policy. Ensuring that the agreed error correction service levels between Customer Services & Finance are followed, measured & reported. Support Monthly governance meetings. Implementing actions to prevent error re-occurrence, working with appropriate teams to implement new controls and arranging training as required. Liaising with Investment Operations, Unit Linked Actuary, Customer Service Teams & external parties regarding the remedial action to be taken around pricing errors. Ensuring that pricing errors are fully documented in the Pricing Error database including the calculation of the full cost of errors to the shareholder. Monitoring key processes across Investment Operations and where appropriate assist with developing enhanced controls to mitigate risk of pricing errors and shareholder loses. Produce periodic MI that highlights key risks to IO Senior Management, UK & International Unit Pricing Committees, International Regulators and large pension schemes. Ensure that all IPC controls are implemented in accordance with approved policies, consistent with the principles of TCF and the ABI Guide of Good Practice for Unit Linked Funds. Show less

  • Proposition Manager of Saving and Investment products

    Nov 2022 - now

  • 3rd Party Oversight Consultant

    Feb 2017 - Nov 2022

  • Unit Pricing Analyst

    Sept 2015 - Feb 2017