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.
