Amanda Lauder
Merstham,United Kingdom
Summary
Ambitious Operations Manager with more than 4 years of management experience in finance industry. Applies strong analytical and critical thinking skills to solve complex operational problems. Highly adept in planning, coordinating and executing successful production strategies. Track record of improving operational stability, efficiency and profitability. Strong collaborator with senior stakeholders, effectively prioritising activities, translating business requirements into solutions and achieving defined objectives.
Overview
13
13
years of professional experience
6
6
years of post-secondary education
Work history
Trade & Settlement Operations Manager
Benchmark Capital Limited
Horsham, West Sussex
2022.01 - Current
- Cultivated continuous improvement environment, routinely identifying and addressing training needs to drive staff development.
- Aided senior leadership by recommending corrective actions and improvements to company operations.
- Translated senior management directives into actionable front-line policies and implemented changes with staff.
- Drafted procedural statements and guidelines for company-wide use.
- Examined established policies to identify weaknesses and needed updates.
- Conducted due diligence review on broker services
- Third party vendor management
- Third Party Service call
- Implement consumer duty regulations relevant to operations.
- Noted employee absences and grievances, and improved team development and performance with right training.
- Established and communication daily priorities to guide team activities.
- Developed, recommended and implemented strategies to improve employee work quality and speed.
- Minimised discrepancies by effectively training employees on best practices, policies and procedures.
- Developed organisational policies for administrative oversight and internal controls.
- Analysed operations data to identify process gaps and successfully implement change.
- Coordinated hiring, recruitment and training strategies to build successful administrative team.
- Streamlined processes to improve and optimise office operations.
- Managed and motivated high-performing teams for successful KPI attainment.
- Represented organisations at seminars, conferences and business events.
- Investigated issues affecting group operations, prepared reports and helped correct problems.
Platform Controls - Quality Assurance Manager
Benchmark Capital Limited
Horsham, West Sussex
2018.12 - 2021.12
- Oversaw employee performance to monitor and enforce compliance with company standards.
- Attended meetings and submitted decisions made to senior management for approval.
- Provided administrative support to manage annual review processes for programmes.
- Prepared timelines for pipeline development projects to manage stakeholder expectations.
- Adhered to compliance and business timetable to meet set deadlines.
- Assisted with drafting, reviewing and finalising Standard Operating Procedures and Work Instructions.
Quality Assurance Analyst
Fusion Wealth
2018.04 - 2018.11
- Checking that the correct process is been followed by all members of staff
- Making sure that the control reports are completed daily and followed up if any issues arise
- Building logs to provide a birds eye view of a process in order to enhance the procedures
- Providing support to other departments if needed by answering complex queries and liaising with compliance.
- Wrote, edited and updated project manuals and technical documentation for QA team usage.
- Recorded quality control activity promptly and precisely for accurate evaluation.
Client Service associate
Fusion Wealth
2017.06 - 2018.04
- Providing support to Financial advisers firms on the phone and via the ticketing system
- Guiding the FA's on the trading platforms and answering dealing queries
- Understanding the discretionary strategies we offer in order to provide support to our clients
- Running control reports.
- Followed up customer queries to check provided solutions met expectations.
- Maintained up-to-date client records in database systems.
- Set up appointments for customers and entered work tickets to obtain needed services for clients.
- Logged customer communications for complete service records.
- Prepared letters, information sheets and order documentation and distributed to clients.
- Entered, updated and removed customer information to keep accounts current.
- Handled high-volume telephone and email enquiries to minimise backlogs.
- Stayed current on processes and procedures to offer relevant assistance.
- Promoted continuous improvement by problem-solving and sharing suggestions to optimise team operations.
Client Service Advisor
Fidelity Worldwide Investment
2015.07 - 2017.05
- Manage clients investments portfolios and assist advisers in executing investment transactions.
- Improved customer satisfaction ratings through responsive query resolution.
- Maintained up-to-date client records in database systems.
- Actioned customer feedback to enhance contact centre service provisions.
- Fielded incoming calls and messages from clients, addressing complaints to contact centre policies.
- Built positive customer rapport through friendly, professional communication.
- Followed up customer queries to check provided solutions met expectations.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
Caseworker (Payout)
Amigo Loans
2014.01 - 2015.04
- Bournemouth University Student Union (SUBU) Duties
- Organizing university events
- Meetings with heads of department to voice out student needs
- Preparing the campus for open days every year
- Working with askbu to answer any queries, internally and externally.
Marketing and Selling Vacuum, Vax Demonstrator
2013.01 - 2014.01
- 2013- 2014 Duties:
- Demonstrating products for customers and helping customers decide on which machine would suit their need
- Reaching a target on a daily basis in terms of sales
- Marketing and Selling Vacuum cleaners, Carpet washers and steamers.
Paid Internship At Senior Staff Level
Ghana Stock Market
2012.05 - 2012.07
- Duties
- Monitoring Trade Database
- Data entry
- Updating brokers on significant changes on the market.
- Assisted in development and implementation of operational policies and procedures.
- Sorted and organised different types of information by document type, personnel or location.
Property manager
JUSTFO Real estate
Accra
2011.05 - 2011.07
- Duties
- Managing house repairs and any complaints
- Accounts receivable
- Liaising with architects on designs for new builds
- Supervising contractors on sites
- Organised remedial work and check-out reports for tenancy terminations.
- Instructed cleaning firms to perform deep cleans between tenants to maintain standards.
- Managed customer relationships to achieve high satisfaction rate.
- Showed properties to prospective tenants, promoting room features and benefits.
Education
Undergraduate degree - Finance & Law
Bournemouth University
Bournemouth 2011.01 - 2014.04
A-Levels -
John Ruskin College
London 2008.01 - 2010.04
IOC - 1 -
Chartered Institute For Securities & Investment
London 2017.01 -
Skills
- Contract management
- Business process re-engineering
- Operational support
- Communication improvements
- Policies and procedures implementation
- High-pressure environments
- Change management
- Relationship building
- Personable
- Resource planning and allocation
- Strategic planning
- Quality compliance procedures
- Communication skills
- Leadership
- Team Management
- Problem-solving
- Customer-focused
Accomplishments
Chief Executive Award 2023
Timeline
Trade & Settlement Operations Manager
Benchmark Capital Limited
2022.01 - Current
Platform Controls - Quality Assurance Manager
Benchmark Capital Limited
2018.12 - 2021.12
Quality Assurance Analyst
Fusion Wealth
2018.04 - 2018.11
Client Service associate
Fusion Wealth
2017.06 - 2018.04
IOC - 1 -
Chartered Institute For Securities & Investment
2017.01 -
Client Service Advisor
Fidelity Worldwide Investment
2015.07 - 2017.05
Caseworker (Payout)
Amigo Loans
2014.01 - 2015.04
Marketing and Selling Vacuum, Vax Demonstrator
2013.01 - 2014.01
Paid Internship At Senior Staff Level
Ghana Stock Market
2012.05 - 2012.07
Property manager
JUSTFO Real estate
2011.05 - 2011.07
Undergraduate degree - Finance & Law
Bournemouth University
2011.01 - 2014.04
A-Levels -
John Ruskin College
2008.01 - 2010.04