Emilie Ruos

• Promoted to Technical officer
• Repairing & voiding ISA allowances where clients have exceeded the tax free allowance
• Continuously referring to the ISA guidance for managers and complying with the ISA regulations
• Dealing with customer complaints and issuing letters

• Ensured Wealth Investment systems remained available and fully functional to support business operations.
• Provided first-line IT support to operational teams and customers, maintaining high service standards.
• Investigated and prioritised incidents based on impact and risk to minimise disruption.
• Helped prevent business downtime, operational losses, and regulatory breaches.
• Delivered Tier 1 IT support, escalating high-risk issues and assisting with time-sensitive system problems.
• Provided on-call support for critical incidents and collaborated with IT for resolution.
• Logged and monitored incidents using ticketing systems, updating users and teams regularly.
• Maintained excellent customer service, keeping stakeholders informed throughout incident resolution.
• Translated technical issues into clear explanations for non-technical users and guided basic troubleshooting.
• Communicated effectively with IT teams and third-party vendors to resolve issues efficiently.
• Supported system improvements through process change, training, and user support.
• Identified process gaps and recommended improvements to enhance efficiency.
• Managed daily task checklists and analysed incident trends for reporting and improvement.
• Shared system and process knowledge with users while reviewing procedures regularly.
• Committed to continuous self-development to maintain technical skills and knowledge.
• Proficient in Wealth Investment systems and tools including Chrome, Microsoft Office Suite, Zoom, Cisco, Jabber, SharePoint, and network management (WLAN & LAN).
• Adhered to company policies and procedures.
• Certified in ITIL Foundation V3.

• Maintaining client Portfolios and processing Stocks & shares ISA Transfers, payments & closures
• Amending client and static data
• Processing unquoted assets & Branch Commission

• Employed under Reed on a temporary contract
• Maintaining client & static data
• Processing portfolio closures

Health, Safety & Environmental (HSE) Management
• Developed and implemented emergency response plans, significantly improving crisis readiness.
• Conducted risk assessments and developed corresponding safety measures, enhancing workplace safety.
• Trained staff on health and safety protocols, reducing workplace accidents and fostering a safety-first culture.
• Conducted regular site inspections and audits to ensure ongoing compliance with HSE standards.
• Investigated workplace accidents, near-misses, and incidents; proposed and implemented corrective actions.
• Maintained accurate safety records to support audits and continuous improvement efforts.
• Promoted company-wide safety awareness through targeted campaigns and training initiatives.
• Led safety committee meetings to encourage team involvement and continuous HSE improvement.
• Reviewed and updated safety data sheets and documentation for hazardous materials.
• Ensured timely and accurate reporting of workplace incidents in compliance with RIDDOR requirements, contributing to improved regulatory compliance and transparency.

• NEBOSH Certified

Regulatory Compliance & Audit
• Ensured adherence to relevant legislation and industry standards through regular policy reviews.
• Liaised with regulatory authorities to uphold compliance and build trust.
• Served as the primary contact during external inspections, facilitating smooth regulatory interactions.
• Conducted internal audits to maintain ISO 9001 Quality Management System certification.
• Supported the ISO 9001, 14001 and 45001 certification process by developing and monitoring Management Systems.
• Planned and coordinated Health & Safety and Fire Risk Inspections, ensuring compliance with regulations and implementing timely corrective actions to address identified risks.
• Strengthened corporate governance by implementing effective compliance frameworks and controls.
Sustainability & Environmental Management
• Promoted sustainability initiatives such as recycling and the use of electric vehicles.
• Provided strategic advice on reducing carbon emissions and energy consumption.
• Tracked and analysed the company’s carbon footprint, supporting emissions-reduction strategies and providing key analysis.
• Aligned operations with ISO 14001 Environmental Management System standards through continuous monitoring.

Policy Development & Strategic Planning
• Collaborated with senior leadership to develop and refine company-wide health and safety policies.
• Recommended and implemented safer work practices, resulting in reduced operational risk.
• Streamlined incident reporting procedures, enhancing documentation control and enabling more efficient incident tracking and management.
• Reviewed company policies regularly to maintain alignment with legal and operational standards.
Data Analysis & Reporting
• Collected, analysed, and interpreted complex datasets to support strategic safety and business decisions.
• Translated data insights into clear reports and presentations for cross-functional teams.
• Identified operational trends to inform improvements in workplace safety and compliance strategies.

Human Resources & Employee Engagement
• Coordinated staff training programs to improve competency in emergency and safety procedures.
• Provided expert HR guidance to managers on issues including conflict resolution, performance, and grievances.
• Led redundancy processes and ensured legal compliance during organisational change.
• Reviewed and renewed company HR policies, maintaining full legal compliance.
• Streamlined recruitment using applicant tracking systems, enhancing candidate experience and hiring efficiency.
• Initiated staff engagement initiatives, contributing to improved morale and workplace culture.