Louise Swan
East Sussex
Summary
Accomplished professional with a strong background in communication, service enhancement, and stakeholder engagement. Demonstrates exceptional team management, training and development, and critical thinking skills. Proficient in Microsoft 365 and experienced in crisis and escalation handling. Adept at customer relationship management, mentoring and coaching, initiative taking, leadership skills, and inspiring motivation. Committed to enhancing customer experience through innovative solutions.
Overview
22
22
years of professional experience
Work History
Operations Manager Specialist Services
St. James's Place Wealth Management
London
11.2023 - Current
- Facilitated staff training, resulting in better customer service.
- Managed team dynamics by implementing conflict resolution strategies.
- Motivate, lead, manage and achieve team performance in alignment with agreed and standards while promoting our values and cultures, and advocating for inclusion and diversity.
- Fostered team culture focused on prioritising Client's outcome, ensuring alignment with our consumer duty obligations.
- Added structured workflows to team activities improving resolution timeframes for cases, delivering process improvements based on root cause analysis.
- Lead continuous improvement projects by analysing data from Salesforce pinpointing process enhancements.
- Managed operations of 300+ complex high profile escalations each month
- Managing and resourcing helpline for incoming queries as well as a dedicated inbox via Salesforce.
- Developed team proposition through strategic planning including stakeholder engagement.
- Handled negotiations with outside vendors and service agencies to meet group needs.
- Created and embedded operational strategy including a quality assurance framework, skills matrix, procedures and training and development plans.
- Specialist lead and SME across the business providing knowledge, system knowledge, guidance and support.
- Developed and maintained key stakeholder relationships up to board and director level.
- Cultivated positive, proactive team culture and consistently held a world class NPS score above 80.
Operations Strategy Manager
St. James's Place Wealth Management
London, London
11.2019 - 11.2025
- Implemented national strategy for training, development, and critical system training.
- Supported growth of Partner practices by providing one to one advice on induction, ongoing training in systems, products and services available, adapting to size and priorities of the business.
- Providing bespoke training and access to SME's, creating an ‘all around strategy' to enhance overall business productivity.
- Presented face to face training with supportive materials to our community of stakeholders, focusing on our extensive range of financial products.
- Training for new Partners/Financial Advisers to deliver exceptional service for their clients.
- Coordination and collaboration with subject matter experts (SME)s to refine and update existing training resources including course content, visuals, manuals and handouts.
- Implemented research findings using Salesforce CRM system with client feedback to improve and update overall offering and to enhance engagement from our stakeholders.
Academy Support Specialist
St. James's Place Wealth Management
Cirencester, Gloucestershire
12.2018 - 10.2019
- Support operational excellence operations across regional area, training new Financial Advisers in being confident and competent using our business submission and processing systems.
- Support new Partners in using Aptus (illustration system), Advice Guidance Framework, and awareness of documentation standards, GDPR and Consumer Duty.
- Facilitated productive team meetings, fostering a collaborative work environment.
- Support Head Office L&D team build, maintain and deliver the New Joiner Induction highway.
- Active support to business development managers to allow new Partners to achieve their business objectives.
Sales & Account Management
Universal Meats UK Limited
Sevenoaks, Kent
09.2003 - 06.2010
- Sales and business development
- Account management
- Import/Export ops
- Market analysis
- Negotiation skills
- Supply chain management
Education
GCSEs -
Bennett Memorial School
Royal Tunbridge Wells, KentGNVQ - Health and Social Care
West Kent College
Tonbridge, KentGNVQ - Business Studies
West Kent Collage
Tonbridge Skills
- Communication
- Service Enhancement
- Stakeholder Engagement
- Team Management
- Training and Development
- Critical thinking skills
- Customer Experience
- Proficient in Microsoft 365
- Crisis / Escalation handling
- Customer relationship management
- Mentoring and coaching
- Initiative taking
- Leadership skills
- Inspiring motivation
Accomplishments
- ILM Coaching Accreditation
- St. James's Place Leadership Management
- Mental First aider
- Qualified First aider
- Winner of outstanding client service award 2024 St. James's Place
Timeline
Operations Manager Specialist Services
St. James's Place Wealth Management
11.2023 - Current
Operations Strategy Manager
St. James's Place Wealth Management
11.2019 - 11.2025
Academy Support Specialist
St. James's Place Wealth Management
12.2018 - 10.2019
Sales & Account Management
Universal Meats UK Limited
09.2003 - 06.2010
GCSEs -
Bennett Memorial School
GNVQ - Health and Social Care
West Kent College
GNVQ - Business Studies
West Kent Collage
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