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