Daniel Handyside

Product Manager responsible for improving onboarding, registration, and servicing journeys across Adviser Zone, Employer Zone, and Member digital platforms. Accountable for end‑to‑end product delivery, from discovery through to release and benefits realisation.

Key Achievements

• Improved Member Zone Direct Debit journeys by implementing BACS‑compliant validation and account‑holder declarations, shifting a significant proportion of payment changes from manual handling to digital self‑service.
• Delivered Paraplanner Plan Search enhancements, enabling reliable access for 2,000+ paraplanners and unlocking 50,000+ adviser‑plan relationships for servicing.
• Stabilised core employer‑facing platform by leading system quality assurance fixes, reducing pre‑release defects and improving reliability for employers and internal users.

Responsibilities

• Defined and prioritised complex cross‑functional initiatives across onboarding automation, pricing, access management, and self‑service enablement.
• Led discovery, requirements definition, and backlog shaping for large‑scale strategic work.
• Designed scalable, secure, event‑driven solutions with Solution Architects and Engineers.
• Managed cross‑value‑stream dependencies, platform constraints, and delivery sequencing.
• Drove PI planning, sprint goals, ROAM risk management, and executive‑level reporting.

Supported delivery and optimisation of adviser‑facing servicing and onboarding journeys. Acted as SME for Adviser Services, shaping requirements and improving operational efficiency.

Key Achievements

• Implemented a new complaints workflow, streamlining case handling and improving operational efficiency across the complaints function.
• Led a team of Functional Analysts, improving consistency of process flows, BAU activities, and knowledge content.
• Contributed to delivery of a new telephony platform, supporting requirements, risk analysis, testing, and controlled rollout.

Responsibilities

• Analysed end‑to‑end adviser processes to identify pain points and automation opportunities.
• Produced functional requirements, process flows, and impact assessments.
• Partnered with Product Managers, Engineers, and Operations to ensure solutions aligned with business rules.
• Supported backlog refinement, business rule clarification, and validation of delivered functionality.
• Engaged directly with servicing teams to gather feedback and reduce manual effort.

Managed adviser relationships, escalations, and formal complaints, ensuring fair and timely resolution while improving servicing processes.

Responsibilities

• Primary point of contact for onboarding, servicing, and policy change queries.
• Managed escalations across Operations, Underwriting, Pricing, and Technology.
• Supported onboarding of new schemes and ensured clear expectation management.
• Provided adviser insights to internal teams to support continuous improvement.
• Strengthened adviser confidence through proactive communication and issue resolution.

Delivered front‑line telephone support to advisers and employer contacts, handling onboarding, servicing, and policy administration queries.

Provided first‑line technical support, troubleshooting system, application, and access issues, and ensuring timely incident resolution.