Ellie-Jae Kitchingham

Project Lead with extensive experience in compliance and business transformation. Proven success in delivering pension scheme transitions and regulatory change initiatives. Skilled in stakeholder management, project delivery, business analysis and process improvement within complex operational environments.

Proven track record of coordinating cross-functional teams, managing competing priorities, and supporting successful project outcomes. A fast learner who quickly builds subject matter expertise and strong working relationships, with a focus on delivering high-quality results for clients and business stakeholders.

Project Lead (Implementation & Change Delivery) - Equiniti - Crawley, UK (remote/hybrid)

(2024-06)

• Lead complex implementation and transition projects for FTSE 100 financial services organisations, global technology firms and multinational businesses, supporting DB and DC pension administration migrations and regulatory change.
• End-to-end project delivery, including initial estimates and cost tracking.
• Manage offshore delivery teams and coordinate project activity across multiple workstreams.
• Design and implement governance frameworks, operating models and standard operating procedures.
• Create and maintain project governance documentation, RAID logs and reporting packs.
• Deliver FCA and HMRC regulatory change initiatives.
• Collaborate with clients, third-party providers and senior stakeholders to drive delivery.
• Identify operating model gaps and implement process improvements.
• Manage multiple concurrent projects, balancing priorities, risks and deadlines.

Compliance Officer - Equiniti - Crawley, UK (remote/hybrid)

(2023-10 - 2024-06)

• Acted as a central point of contact in CEO complaint discussions, providing clear, concise, and thorough reports to senior leadership and clients to ensure timely and effective resolution.
• FCA-regulated complaint investigation and resolution
• Conducted root cause analysis, identifying recurring issues and driving changes to prevent future complaints, and improving compliance efficiency.
• Collaborated extensively across multi-functional teams, including operations, senior leadership, and our legal team, to ensure coordinated efforts in resolving complex complaints and aligning regulatory actions.

Compliance Operations Lead - Equiniti - Crawley, UK (remote/hybrid)

(2023-02 - 2023-10)

• Recovery plan creation and crisis management.
• Conducted Management Information (MI) analysis and provided detailed reporting to senior management and clients.
• Collaborated closely with clients to assist in the investigation of FOS (Financial Ombudsman Service) and CEO complaints.
• Ensured timely allocation and dispatch of holding letters to compliance officers, adhering to strict FCA guidelines.

Pensions Guidance Specialist - Equiniti - Crawley, UK (remote/hybrid)

(2022-08 - 2023-02)

• Supported clients through the pension transfer process, providing guidance on the implications and risks associated with transferring funds.
• Stayed up to date with the latest developments in pension legislation and financial regulations to ensure best practices and compliance.
• Delivered exceptional customer service by promptly addressing client inquiries, concerns, and complaints, ensuring a positive and efficient experience at all stages of the pension process.

Supervisor - Zego - Shoreditch, UK

(2021-04 - 2022-08)

• Co-managed a team of 40 executives providing customer support and sales assistance for a variety of car insurance policies.
• Led coaching initiatives to improve team performance and foster skill development.
• Handled escalations, ensuring timely and effective resolution of complex customer issues.
• Oversaw performance reviews and KPI management, driving continuous improvement.
• Implemented and owned new product rollouts, ensuring smooth integration and training for the team.
• Collaborated with the fraud team to assist with escalations from high-profile companies, including Uber, Deliveroo, Just Eat, and Premium Credit Limited.

Special Projects - HMRC - Croydon, UK

(2021-02 - 2021-04)

• Engaged in a 3-month contract with HMRC, overseeing the eligibility assessments for the Covid-19 Self-Employment Income Support Scheme.
• Data analysis using HMRC databases to make well-informed decisions on claims.
• I was selected to work alongside Fraud Investigation Services, assisting in the identification and prevention of fraudulent activities.
• Gained valuable experience in reviewing financial information to ensure compliance with government regulations and support accurate scheme administration

Office Manager - EJD Carpentry LTD - New Eltham, UK

(2018-06 - 2021-02)

• Managed office operations at EJD, ensuring the successful completion of projects within allocated timeframes.
• Conducted detailed analysis of project timelines, ensuring efficient delivery and adherence to deadlines.
• Monitored profit margins closely, optimising project costs to maximise financial performance.
• Prioritised client satisfaction by consistently evaluating feedback and ensuring project outcomes met or exceeded expectations.
• Supported business development activity through lead generation, client outreach and relationship building.

Corporate Strategy Intern - Nomura Holdings Inc. - City of London

(2017-06 - 2017-08)

• Coordinated logistics for financial roadshows, ensuring smooth scheduling and organisation for high-profile stakeholders and CEOs.
• Liaised directly with investment bankers overseas to manage and align roadshow schedules for business trips to the UK.

Level 7 Advanced Diploma - Business Administration

Applied Diploma - Business Analysis

Advanced Diploma - Advanced SAS Programming Using Macros SQL - QLS

Diploma - Operations Management - QLS

BCS level 2 - ECDL

Diploma - Business Management - QLS

A-Level - Business Studies

A-Level - Psychology

A.S Level - English Language

GCSE - Mathematics, English, Combined Sciences & Business studies