Leicester, UK ▪ (+44) 7970 -859 -343
firstname.lastname@example.org ▪ LinkedIn
Dynamic professional offering multi-faceted experience and proven ability to restructure projects, lead robust teams, and implement robust financial plans to optimise untapped opportunities and augment growth.
Results-oriented adjudicator adept at quantitative and statistical analysis, budgeting, accounting, and financial forecasting. Decisive leader skilled in leading high-performance teams to improve overall performance and quality of service delivery through robust key management strategies. Proactive team player with proven ability to uphold regulation, implement policy frameworks, and systematise data within regulated and changeable environments. Confident communicator possessing exceptional ability to forge lucrative relationships with key partners, vendors, and clients to achieve business objectives.
Areas of Expertise
· Corporate Finance & Strategic Planning
· Product Knowledge & Fiscal Support
· Risk Assessments & Quality Assurance
· Financial Analytics & Reporting
· Legal & Regulatory Compliance
· Vendor & Stakeholder Relations
· Continuous Process Improvement
· Leadership & Team Development
· Client Service Excellence
Financial Ombudsman Service ǀ Coventry & London 5/2013 – Present
FOS Team Manager – Self-employed Contractor through Reed Specialist Recruitment Limited 11/2017 – Present
Spearheaded team of up to 15 FOS adjudicators and facilitated ongoing training and competence reviews to impart in-depth understanding of end-to-end process and internal systems. Supported team by providing direction and leading by example throughout overall approach, service delivery, decision making to “do the right thing”. Controlled performance management of team through regular engagement meetings, champion wellbeing initiatives, recognising successes to ensure full responsibility taken for each assignment and adequate handling of tasks until completion according to high service standard.
· Exceeded expectations as the only TM out of 12 within department with extensive experience and product knowledge through working on 7+ financial products.
· Contributed to innovative devising of a tool to simplify investigation processes of a financial product through effective project management to help team gather enough data for initiative advancements.
FOS Adjudicator – Self-employed Contractor through Reed Specialist Recruitment Limited 10/2015 – 10/2017
FOS Adjudicator – Self-employed Contractor through Randstad Financial & Professional Limited 5/2013 – 9/2015
Conducted meticulous gathering, compilation, and examination of evidence to adjudicate on complex consumer issues. Investigated consumer complaints on wide product range including, Investments, Family Protection, Pension, Portfolio Management, Mortgage Payment Protection Insurance, and General Banking pertaining to current, savings, loan, and credit card accounts. Assessed and applied redress to customer complaints as appropriate and demonstrated effective objection handling to manage challenging consumer conversations. Upheld adherence to regulatory compliance throughout business procedures. Provided extensive support on two projects to help set up guidance and best practices on how to best investigate financial products and provide detailed assessment reports to consumers.
· Surpassed operational expectations and consistently achieved weekly target of resolving customer complaints.
· Earned promotion to managerial role subsequent to diligent efforts demonstrated as one of very few adjudicators who worked on different work streams simultaneously.
Deloitte LBG PPI Project ǀ London 12/2012 – 2/2013
PPI Case Handler – Self-employed Contractor through Momenta Holdings Limited
Provided comprehensive support to streamline delivery of services and achieve operational objectives. Gathered evidence from complainants, investigated anomalies, and conducted in-depth assessments in accordance with regulatory and company requirements.
· Completed first self-employed role and finished accreditation to advance in career.
Russko Limited ǀ Leicester 5/2012 – 11/2012
Warehouse Distribution Operative
Overhauled robust management of logistics and stock control to streamline warehouse operations. Oversaw goods-in and daily dispatches to ensure accurate account of inventory and orders, and facilitate astute service delivery.
AWD Chase de Vere ǀ Birmingham 5/2011 – 3/2012
Independent Financial Adviser
Spearheaded existing client bank of 250+ clients and met with clients to review financial circumstances, current provisions, and future aims. Promoted and advised on financial products, produced tailored investment portfolios, and reviewed existing investment portfolios to achieve individual client objectives. Managed new business leads generated by www.financialadvisor.co.uk for clients in the Midlands.
· Optimised client base from prior role as Financial Planning Manager and introduced new clients to business offerings at new company.
Financial Planning Manager ǀ Barclays Bank Plc, Leicester 2006 – 2011
Provided extensive support to branch manager and staff across four branches and managed client base of four branches to streamline daily operations. Worked closely with branch-based team of introducers including Premier Manager, Personal Bankers, Mortgage Adviser, Business Managers, and Cashiers to generate new business and maintain high standard of service. Provided constructive feedback and offered training on how to achieve future aims. Liaised with clients to review financial circumstances, current provision, and advised on solutions by promoting financial products and services from select choice panel of providers, provided constructive feedback, and offered training on how to achieve future aims.
Produced investment portfolio for bank clients and upheld compliance to business and quality standards. Oversaw team of financial advisers to relieve Area Manager while on leave and managed bank branch staff to support Branch Manager when on holiday. Validated case files for other financial advisers within team to amend any errors pertaining to suitability of advice given to clients and to resolve any compliance issues before submitting cases for processing to improve team’s quality of business.
· Achieved Platinum Award subsequent to increased financial planning growth for one branch between 20% to 25%.
Financial Adviser ǀ Lloyds TSB Bank Plc, Leicester 2000 – 2006
Store Manager ǀ Cybershop – Computer Retailer, Leicester 1999 – 2000
Ticketing Officer ǀ Welcome Travel – Sole Distributor of Air India, London 1997 – 1999
Company Director ǀ Galaxy Audio Visual Limited, London 1992 – 1997
BTEC Higher National Diploma in Business and Finance
City of London Polytechnic, London
Certifications & Qualifications
Diploma in Computer Business Applications ǀ Belair Education Centre, London
Diploma in Airline and Travel Agency Studies ǀ Belair Education Centre, London
FPC1, FPC2, FPC3, and CF8 Financial Services Qualifications
English (Fluent) ǀ Hindi (Fluent) ǀ Punjabi (Fluent Speaker) ǀ Gujrati (Basic Comprehension)
Updated 2 weeks ago