Operations Manager - Financial Ombudsman - Edinburgh
(2025-01)
Report directly into the ombudsman director & manage a team of 45 investigators and ombudsman managers who provide outcomes to consumers who refer consumer credit complaints to our service which include some of the following complaint areas (credit cards, loans, car finance, quality of goods, chargebacks, section 75).
- Review and Analyse data for regular sharing with senior leadership team and executive leaders to facilitate informed decision-making and improve overall service at financial ombudsman.
- Work directly with businesses in the industry as part of the business engagement for the service and improve overall relationships with key businesses and stakeholders.
- Manage performance across varying levels including high performance, underperformance and capability processes.
- Identify trends across the service and build on continuous improvement to improve processes for colleagues and consumers.
- Ensure sustained operational success by developing comprehensive HR oversight, prioritising colleague well-being, and directing high-performing leadership team.
- Ensure team activities complies with regulatory requirements and governance standards.
- Complete regular QA checks on final decisions which have been made by our ombudsman.
- Set clear strategic goals and key metrics for teams every quarter and yearly to ensure they align with the services metrics expected.
- Work on transformation projects for the service on various areas to continuously build on our data, processes and ability to service our consumers.
Financial Crime Operations Manager - JP Morgan Chase - Edinburgh
(2024-01 - 2025-01)
Manage an operation of 40+ colleagues who process and investigate fraud escalations for chase customers.
- Manage direct team of team managers who oversee and run their teams with myself leading the overall operation.
- Collaborate with other leaders from around the business such as AML, KYC, Fraud & Everyday Banking to ensure our processes seamlessly align to ensure the customer journey is as effective as possible.
- Produce concise reports and data for regular sharing with senior leadership team and executive leaders to facilitate informed decision-making.
- Deliver impactful operational plans to ensure all SLAs and governance controls are adhered to.
- Ensure sustained operational success by developing comprehensive HR oversight, prioritising colleague well-being, and directing high-performing leadership team.
- Formulate and execute long-term business strategies, while leveraging customer feedback to enact ongoing process improvements.
- Approve high net worth payments to our negative media customers who are investigated.
- Work alongside key stakeholders and make decisions whether to offboard, exit or retain chase customers after escalations have been created to my team.
- Set clear goals and mission statement for operation to ensure all colleagues are working towards the same outcome.
- Lead on several transformation projects to increase profitability and maximise our customer base within the UK.
Head of Consultancy Operations - IT Governance Ltd - Edinburgh
(2022-01 - 2024-01)
Reported directly into CEO. Managed and overseen global operations team of 60+ cyber security colleagues who delivered consultancy services to our clients on areas such as ISO 27001, Pen testing, GDPR, Cloud based services.
- Formulated and implemented innovative procedures and strategies to bolster overall service excellence.
- Produced concise reports and data for regular sharing with CEO and executive leaders to facilitate informed decision-making.
- Delivered impactful annual business plans to CEO, outlining key service priorities and performance measures.
- Ensured sustained operational success by developing comprehensive HR oversight, prioritising colleague well-being, and directing high-performing leadership team.
- Formulate and execute long-term business strategies, while leveraging customer feedback to enact ongoing process improvements.
- Strengthened company's presence and cultivated valuable connections by representing it at various client meetings and networking events.
- Generated revenue by £150K through implementation of process improvements and automation strategies.
- Increased profitability and enhanced service quality by executing transformative projects, optimising strategies, and reshaping direction of consultancy services.
- Elevated effectiveness of cyber security consultancy services by streamlining global operations for 200+ member team and fostering cross-departmental collaboration.
IT Operations Manager - Computershare - Edinburgh
(2021-01 - 2022-01)
Contributed to enhanced business performance and growth by resolving staff and client issues, improving relationships, and implementing effective problem resolution. Lead a 24/7 365 team of 35 analysts who supported clients such as Amazon, Walmart & Google ensuring all back-end systems were working effectively and managing any issues as they arise.
- Fostered positive and productive work environment by creating full HR oversight, ensuring colleague well-being and welfare, and conducting performance 121s.
- Covered and represented in place of senior manager when they were unable to attend various meetings or out of office.
- Ensured strategic alignment by collaborating with board of directors to achieve organisational goals.
- Accomplished 20% surge in revenue by automating all old legacy systems.
- Achieved continuous improvement and increased operational effectiveness by leading transformative projects to shape and change strategy of operations area.
- Enhanced overall system efficiency by implementing and optimising systems such as Pega, ServiceNow, Mainframe, Linux, and Script within operational framework.
- Improved service delivery by directing global operations team to deliver efficient technical support for ICT infrastructure in EMEA, AU, and NA regions.
Operations Manager - Standard Life Aberdeen - Edinburgh
(2021-01 - 2021-12)
Ensured seamless continuity in leadership and operations leading a team of 20+ colleagues within the bereavement, pension and transfers area.
- Complied with set FCA mandatory requirements while overseeing risk processes/T&Cs.
- Identified development opportunities and implemented effective problem-solving strategies to enhance organisational operations.
- Improved company efficiency through strategic technology upgrades and process improvements.
- Built high-performing administrative team by executing recruitment and training strategies.
- Created budgets and employed effective cost control strategies to optimise financial outcomes.
- Maximised productivity by monitoring and reviewing operational performance and setting clear KPIs and SLAs for team.
- Surpassed KPIs and achieved operational excellence in day-to-day processing and operations delivery.
- Decreased operations costs and headcounts and increased department profitability through execution of strategic initiatives and automation.
Regional Operations Manager - St. James's Place Wealth Management - Multiple Locations
(2019-01 - 2021-01)
Lead a team of 15 support analysts in 4 locations (Edinburgh, London, Manchester & Birmingham). Weekly travel to locations to ensure consistency and manager presence in all locations.
- Completed regular performance and 121 meetings with team to ensure all KPIs where being met and development within each role.
- Enhanced Academy's reputation and visibility by elevating its profile through external and internal events such as conferences, live events, and meetings.
- Built trust and collaborative working relationships with stakeholders, established open communication channels, and updated them about various start dates for Academy.
- Led on various projects for St James Place Academy to improve efficiency for the candidates joining the programme and to ensure seamless processes internally for business and colleagues.
- 15% surge in academy intake figures within six months through strategic automation.
- Facilitated data-driven decision-making and increased productivity through regular monitoring of routine activities.
Team Manager - Lloyds Banking Group - Edinburgh
(2013-01 - 2019-01)
Managed a team of 22 colleagues within business banking team.
- Provided daily team support and monitoring of KPI stats to improve service levels and productivity.
- Promoted professional development by organising and administering regular 121 meetings with colleagues.
- Led all facets of recruitment, includin
