Abbigail Kearns

Led business readiness initiatives, ensuring alignment with project outcomes.

• Leading the delivery of Business Readiness Activity to support the delivery of Business Outcomes
• Central point of contact for all Business Readiness Activity
• Review all initiatives/change activities to determine the level of Readiness activity and key resources required to support the change
• Create and manage portfolios-level communications, engagement, readiness and benefits realisation plan and provide regular reporting and engagement
• Liaise with Enablers / Shared Services / SMEs to ensure readiness activities are adequately resourced to support the delivery of business outcomes
• Liaise with the wider Business Readiness / Stakeholder community to ensure stakeholders understand the portfolio of work and the impact it has on their respective business areas and act accordingly
• Develop and deliver Go/No-Go governance and readiness reporting, supporting leadership decision-making
• Lead the activity to establish measures to support benefit realisation, the achievement of Business Outcomes and regular reporting to Governance Committees.

• Managed and developed team of private client operations consultants, providing leadership, coaching, and performance management to ensure delivery against operational and strategic objectives.
• Led operational support across private client division, serving as key contact for escalations, resolving complex client and administrative issues.
• Worked closely with key stakeholders from across the business to improve Partner and client journeys, ensuring positive client outcomes
• Managed and oversaw the identification, investigation and resolution of operational issues impacting the administration centre. driving continuous service improvements
• Managed complex and sensitive client escalations, balancing customer needs with regulatory requirements and commercial considerations.
• Led the review and ongoing development of the Private Client Service Proposition, identifying opportunities for enhancement and implementing improvements to support business growth and customer satisfaction.

• Managed relationships with key third-party administration centres, including SS&C, Dublin and Curtis Banks, as primary contact for service-related escalations, ensuring swift resolution and satisfaction
• Led monthly service review meetings, analysing performance, reviewing KPIs and SLAs, and identifying opportunities for improvement
• Managed and coordinated complaints, incidents, and escalations, ensuring timely investigation, root cause analysis and effective resolution
• Cultivated strong relationships with internal and external stakeholders, enhancing service delivery across the Partnership and fostering collaboration
• Identified recurring service issues, implementing corrective actions to enhance operational performance and elevate customer experience

Facilitated onboarding and development of office administration teams nationwide by preparing induction materials, providing systems training, and offering operational support. Reviewed and processed partner applications for accuracy and compliance, coordinated courier services, and maintained high service standards for advisers, colleagues, and partner practices.

Managed portfolio of Independent Financial Advisers (IFAs), including St. James's Place Partners, providing product support and relationship management to enhance business development. Conducted regular face-to-face and telephone meetings in target-driven environment to drive product sales and increase adviser engagement, contributing to sales and revenue objectives.

Supported two field-based Sales Consultants in developing relationships with Independent Financial Advisers, including St. James's Place Partners, by conducting regular face-to-face and telephone meetings and providing product and application support.

Delivered customer support across pensions, investments, life assurance, and protection products while coaching and training new starters to enhance service quality. Conducted inductions and monitored call quality, providing performance feedback and developing colleagues to uphold high standards of customer service and compliance.