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.
