Summary
Overview
Work history
Education
Skills
Timeline
Generic

Daisy Brown

Chipstead,Surrey

Summary

Senior Operations Manager with a strong background in operational strategy, transformation, and proposition development. Experienced in leading cross functional teams to deliver large-scale initiatives that improve efficiency, strengthen service and enhance customer outcomes. Skilled in risk management, regulatory compliance and stakeholder engagement, with a proven ability to balance strategic vision with hands-on execution. Recognised for driving continuous improvement, enabling business growth, and ensuring operational excellence through innovative solutions and transformation programmes.

Overview

9
9
years of professional experience
6061
6061
years of post-secondary education

Work history

SIPP Operations Senior Manager

Fidelity International
Kingswood, Surrey
04.2024 - Current
  • Facilitate cross-functional collaboration leading to improved operational efficiency.
  • Led change initiatives resulting in organisational agility such as Project Brighton and Shard
  • Key SIPP Representative and Relationship manager for Standard Life / Reassure products (Brighton)
  • Fostered a positive work environment that encouraged creativity and innovation.
  • Managed risk and maintained business continuity, owning and overseeing the RCSA
  • Aligned departmental objectives with overall company goals for unified direction and focus.
  • Ensured regulatory compliance by establishing robust internal controls.
  • Oversaw SIPP Incident and overall change management, prioritising issues and collaborating with testing and technology leadership teams to drive timely solutions
  • Official representative for SIPP with external vendors such as Altus APG
  • Spearheaded strategic planning and decision-making processes aligning with business goals and key stakeholder interests
  • Independently led workforce restructuring initiatives, delivering operational cost efficiencies while supporting affected employees through the transition

SIPP Operations Manager

Fidelity International
Kingswood, Surrey
04.2022 - 03.2024
  • Manage and motivate high-performing teams to achieve all KPI
  • Monitor and review operational performance, aiding improved business strategy to maximise productivity.
  • Lead overall direction, coordination and evaluation of department functions and downstream impacts of change to other business functions
  • Implementation of new strategic initiatives, working closely with business change and other key senior business stakeholders
  • Reduced costs and improved operations by analysing processes and customer feedback
  • Strategically managed 22+ staff members in 4 teams across UK & India, maintaining high-performing business operations.
  • Led and coached team leaders to meet performance targets and deliver operational excellence across both UK & India
  • Served as key operational representative, liaising with various stakeholders in support of operational targets or ongoing initiatives as well as facilitating business senior communication
  • Aided senior leadership by recommending corrective actions and improvements to company operations.
  • Platform incident management, driving prioritisation of key SIPP Items and direct escalation with internal and external technology resources where required

SIPP Operations Assistant Manager

Fidelity International
Kingswood , Surrey
09.2020 - 03.2022
  • Analysed main operations practices and implemented new methods that improved efficiency.
  • Led overall direction, coordination and evaluation of department functions.
  • Noted employee absences and grievances, and improved team development and performance with the relevant training
  • Liaised with senior management to align daily operations with overarching priorities.
  • Supervised daily operations, acting as point of contact for any queries or obstacles
  • Day to Day management of the operational teams in both UK and India, executing SIPP Client requests
  • Ongoing review and management of SIPP Operational platform debt and new platform incidents raised
  • Strategically scheduled and managed 25+ staff members, maintaining high-performing business operations.
  • Successfully resolved employee conflicts using emotional intelligence and active listening
  • Successfully transitioned several core UK processes to our India team to reduce cost and improve operational effectiveness

SIPP Operations Senior Associate

Fidelity International
Kingswood, Surrey
12.2018 - 08.2020
  • Alerted senior staff of upcoming critical tasks and deadlines.
  • Assisted with resource allocation to meet forecasted business needs.
  • Responded to inquiries, providing information and assistance to team members.
  • Collaborated with internal teams to streamline cross-functional operations.
  • Coordinated meetings and briefings for operational updates.
  • Facilitated knowledge-sharing sessions to embed best practices within team.
  • Managed and resolved client escalations, maintaining client relationships to a high standard
  • Processed a broad range of pension benefit requests, including second step verification to ensure correct transaction and investment execution

Transport Assistant

T Brown Group
Ewell, Surrey
07.2016 - 12.2018
  • Took action to assist in event of emergencies or accidents.
  • Documented data, incidents and tickets processed in company databases.
  • Completed vehicle safety checks prior to employee induction and vehicle issue
  • Process accident claim paperwork through ourAccident Management & Insurance company
  • Ensuring the department is compliant companywide for annual FORS Audit
  • Track monthly vehicle and equipment safety checks and action any points raised on iAuditor
  • Raise and issue Purchase order numbers and sign off invoices or put them into query with accounts
  • Reconcile Insurance Directors Credit Card statement every month in accordance with outgoing payments
  • Compile and distribute all contract managers weekly vehicle private mileage reports
  • Collate monthly fuel usage report to be reviewed by Financial Director

Education

L7 Strategic Management & Leadership Practice - Executive Alumni Status With Imperial Business School

Chartered Management Institute
London
09/2022 - 12.2023

L5 Management & Leadership - Operational Management & Leadership

Chartered Management Institute
London
04/2020 - 05.2021

A levels - Business Studies, Fashion & Photography

Reigate Sixth Form College
Reigate
09/2012 - 07.2014

Skills

  • Change management
  • High-pressure environments
  • Capacity and scalability planning
  • Decision Making
  • Effective communication
  • Problem Solving

Timeline

SIPP Operations Senior Manager

Fidelity International
04.2024 - Current

SIPP Operations Manager

Fidelity International
04.2022 - 03.2024

SIPP Operations Assistant Manager

Fidelity International
09.2020 - 03.2022

SIPP Operations Senior Associate

Fidelity International
12.2018 - 08.2020

Transport Assistant

T Brown Group
07.2016 - 12.2018

L7 Strategic Management & Leadership Practice - Executive Alumni Status With Imperial Business School

Chartered Management Institute
09/2022 - 12.2023

L5 Management & Leadership - Operational Management & Leadership

Chartered Management Institute
04/2020 - 05.2021

A levels - Business Studies, Fashion & Photography

Reigate Sixth Form College
09/2012 - 07.2014
Daisy Brown