Becky Evans

• Establishing and managing new team of consultants with various responsibilities, such as in-house Quality Assurance, Training and Coaching and Process Improvement activity for 40,000 members in Drawdown. Reporting into Head of Area and working alongside customer service managers who lead team of 14 team managers.
• Root cause analysis and improvement activities to reduce complaints and errors, improve right first-time outcomes, streamline operations, and minimise delays.
• Lead on all internal and external audits, including leading implementation of recommendations within timeframes set.
• Analysing feedback from all sources to ensure that customers’ reasonable expectations of performance and service are met, and good customer outcomes delivered. Where failings are identified, provide reports and information to Heads of areas and internal stakeholders of relevant facilitate changes.

Manager of a team of 15 who process all aspects of a member's drawdown payment.

• Proactively managing team flow of work with 1000s of monthly payments and associated tasks for 40,000 members.
• Utilise and analyse management information on service, customer satisfaction, individual capability, customer processes and costs to drive meaningful improvements in these areas.
• Overseeing quality checks, complaint handling, breach reporting, escalation, and resolution.
• Creating and implementing tailored development plans to develop the team and increase knowledge.
• Work with other teams in area to improve processes and cross train.
• Build and maintain relationships with internal and external stakeholders.

Manager of two teams: Group SIPP and Reconciliation and Finance (total 16 team members). The SIPP team carry out all administrative tasks for members, with total assets of over £210,000,000. I was also an SM&C Regime approved person as team place trades into market for our members.

• Proactively manage team around flow of work, utilising and analysing management information on service, customer satisfaction, individual capability, customer processes and costs, so that team work effectively and efficiently.
• Resource planning, reacting to changing priorities and delivering process improvements.
• Advanced knowledge of management systems and responsible for updates and testing of systems.
• Project management for new and ongoing projects across both teams.
• Ensuring compliance with with FCA and other legal and regulatory requirements (fair customer treatment, data protection, fraud/money laundering, communication/financial promotion standards, breach reporting (CASS), complaint identification and actions from internal audits).
• Relationship management with employers, external system providers, DFM and fund managers.
• Performance management, motivation and development of teams for continuous improvement.
• Upskilling staff through targeted training opportunities, enhancing team capabilities.
• Working within and developing new quality framework, measures and controls.
• Delegation to Deputy and Senior members of teams.
• Supporting other teams with meeting SLAs and internal and external targets.
• Responsible for external audit samples and recommendation implementaton.

• Post held SIPP Service Specialist - Regulated role, managing a portfolio of 420 clients with self-investment and carrying out all administrative tasks, liaising with members, IFAs and external companies.
• Placing trades via stockbroker and investment transactions for customers, in line with FCA guidelines.
• Identifying, evaluating and implementing smarter, streamlined and efficient processes in accordance with regulatory framework and other internal guidelines/targets.
• Quality checking and assurance.
• Project planning and delegating work during peak periods.
• Development, monitoring and reporting of Key Performance Indicators.
• Maintaining, enhancing and implementing process guides.
• Deputising for SIPP Manager.
• Supporting other teams with meeting SLAs and internal and external targets.
• Delivering training to colleagues of all grades.

• Providing tax administration support to all areas of the business.
• Specialist in over 20 complex cyclical processes, ensuring delivery by the deadline and tax year end.
• Providing supervision, advice, guidance to junior members of the Compliance Team, in terms of systems, operational, regulatory and establishment assignments.
• Travel around the UK and India to provide training to large groups of the business on the compliance processes.
• Analysed data and identified opportunities to minimise operating costs.

• Managing a large portfolio of SSAS and SIPP schemes, worth over £50,000,000.
• Carrying out all administrative tasks.
• Establishing schemes and relationship management.
• Processing member events, year-end processes in line with FCA, AML and HMRC guidelines.
• Day to day tasks: Property purchases/sales, investment transactions, income withdrawal, HMRC Returns, Deed preparation, arranging scheme borrowing/secure loans.
• Daily maintenence of client records.
• Swiftly processing money paid towards clients' pension funds, ensuring optimum customer satisfaction.