Luke Phillips

Accomplished Financial Services Operations Leader with over 13 years of experience spanning retail banking, private banking, wealth management, and fintech. Proven track record of scaling operational infrastructure within high-growth investment businesses, supporting the expansion of Assets Under Management (AUM) from £900 million to over £14 billion and adviser firm growth from 50 to more than 750 firms. Experienced in operational leadership, regulatory compliance, client success, onboarding, AML/KYC/KYB governance, CRM optimisation, and technology-enabled transformation.

Recognised for combining strong technical expertise with commercial awareness to deliver scalable processes, improve client outcomes, and drive operational efficiency within FCA-regulated environments. Currently progressing the Investment Management Certificate (IMC), having successfully completed Module 1 (Investment Environment) and preparing for Module 2 (Investment Practice).

Technical Associate Team Leader - TIMELINE PORTFOLIOS - London

(2024-05)

Responsible for leading the Technical Associate function, overseeing operational excellence, regulatory compliance, process optimisation, and strategic technology initiatives.

• Lead and mentor a team of 3–4 Technical Associates, driving service quality, operational consistency, and professional development.
• Oversee onboarding and operational processes across Platform and Model Portfolio Service (MPS) operations.
• Conduct regular quality assurance reviews across support channels, delivering coaching and performance feedback.
• Designed and implemented a centralised knowledge base within HubSpot, creating a scalable training and process management framework.
• Played a key role in reviewing and redesigning AML, KYC, and KYB frameworks following external consultation.
• Perform ongoing compliance audits to ensure adherence with FCA regulatory requirements.
• Produce and analyse management information relating to AUM, client activity, and operational performance.
• Act as the primary technical contact for external platforms and data providers, supporting adviser onboarding and business growth initiatives.
• Developed AI-powered quality assurance tools that significantly increased audit capacity and operational efficiency.
• Built an internal generative AI solution to support investment-related research and query handling.
• Supported strategic business projects including CRM optimisation, operational workflow enhancement, and cross-functional growth initiatives.

Adviser Success Manager - TIMELINE PORTFOLIOS - London

(2022-05 - 2024-05)

Managed onboarding, implementation, and relationship management for financial advice firms using Timeline's platform and investment solutions.

• Delivered end-to-end onboarding programmes for advisory firms transitioning assets and operations onto the platform.
• Conducted implementation calls, training workshops, and platform demonstrations.
• Maintained strong adviser relationships, supporting retention, engagement, and product adoption.
• Partnered with Business Development Managers to support adviser acquisition and growth strategies.
• Managed contracts, client onboarding documentation, and operational setup requirements.
• Supported Technical Associate operations, including MPS onboarding and FE Analytics permissions management.
• Produced adviser-facing knowledge articles and process documentation.
• Contributed operationally during a period of growth from 50 firms to 750+ firms and from £900 million to £14+ billion AUM.

Personal Wealth Support Assistant - SCHRODERS PERSONAL WEALTH - London

(2020-09 - 2022-05)

• Processed investment applications and account openings following regulated financial advice.
• Conducted comprehensive KYC and AML reviews.
• Managed pension and investment transfer processes from external providers.
• Produced detailed review packs and financial reports for Relationship Managers.
• Participated in testing and implementation of new operational systems and workflows.
• Supported high-value clients and advisory teams through ongoing portfolio administration and review management.

Relationship Associate - LLOYDS PRIVATE BANKING - London

(2015-05 - 2020-09)

• Supported Relationship Managers in servicing high-net-worth and affluent clients.
• Managed account administration, portfolio servicing, and client communications.
• Provided technical support regarding banking products, transactions, and investment portfolios.
• Analysed client engagement trends to improve retention and relationship management outcomes.
• Coordinated regulatory and administrative preparations for client review meetings.

Banking Consultant / Customer Adviser - HALIFAX BANK - London

(2011-08 - 2015-05)

• Advised retail banking customers on lending, savings, current account, and credit solutions.
• Managed branch accounting, reconciliations, and operational reporting.
• Maintained compliance with internal controls, audit requirements, and regulatory standards.

Investment Management Certificate (IMC) - Investment Management - CFA Society UK

GCSEs - English, Mathematics, Science, IT, History, and Geography - London Nautical School