MOHAMMED J RAHMAN

• Resolved complex pension queries and complaints, ensuring customer satisfaction.
• Supported strategic business initiatives to enhance pension products.
• Contributed to internal committees ensuring operational standards and compliance.
• Managed regulatory submissions and information requests promptly.
• Represented Moneybox in regulatory and industry discussions.
• Interpreted and communicated pension regulations to stakeholders.
• Maintained and improved product literature and tools, enhancing user experience.
• Optimized pension operating models for efficiency and customer focus.
• Detail-oriented Pensions Operations Specialist with expertise in managing pension products and navigating regulatory landscapes.
• Skilled in collaboration, problem-solving, and driving operational efficiency.
• Proven track record in compliance, stakeholder engagement, and enhancing customer satisfaction.
• Passionate about delivering clear, compliant, and valuable financial solutions.

Successfully led various projects, resulting in significant enhancements to operational processes and an improved customer experience.

∙ Acquiring in-depth knowledge of startup and fintech operations through extensive experience.

∙ Appling diverse skills beyond the role of customer service specialist, including onboarding, compliance, and accounting assistance for clients in filing their annual company accounts.

∙ Leading team in the absence of management, ensuring the continuity of operations and guiding the team.

∙ Actively involved in training new team members, facilitating onboarding sessions, and a smooth transition into their roles to bring them up to speed with company processes and standards.

∙ Acting as a point of contact for complaints, effectively resolving issues and maintaining high customer satisfaction.

∙ Demonstrating a commitment to professional development and continuous learning, contributing to the overall success and growth of the organisation.

∙ Currently performing in a hybrid role, showcasing flexibility and adaptability to changing work environments and responsibilities.

∙ Responsible for the day-to-day management of the team, prioritising swift and high quality service delivery measured by metrics such as median First Response Time, median Time to Close, NPS, and CSAT.

∙ Effectively gather team feedback to drive necessary changes through collaboration with managers and the business operations team.

∙ Proactively manage risks, monitor operational Key Performance Indicators (KPIs), and drive continuous improvements within the team.

∙ Acted as the first escalation point for handling more complex customer queries, ensuring swift resolution and customer satisfaction.

∙ Collaborated with UK Customer Operations Managers to set quarterly Objectives and Key Results (OKRs), conduct team stand-ups, and manage probation reviews. ∙ Provided ongoing coaching and constructive feedback to the team promoting consistent high performance.

∙ Conducted customer experience reviews, including Quality Assurance (QA) assessments and Customer Satisfaction (CSAT) evaluations.

∙ Championed a customer-centric approach, enhancing the speed and quality of service delivery.

∙ Undertook training and developed expertise in engaging high-net-worth investors and Fund Managers.

∙ Effective partner and trader outreach initiatives were executed through web research, social media engagement, and trader/investor forum participation.

∙ Applied stringent qualification criteria to assess prospects in alignment with the firm's investor and trader standards, gaining proficiency in navigating UK and international regulations throughout various business facets.

∙ Actively communicated directly with Investors, traders, and funds, contributing to relationship-building efforts and facilitating deal-creation meetings with the senior team. ∙ Played a key role in refining the sales development process and demonstrating a commitment to continuous improvement and implementing best practices throughout the client lifecycle.

∙ Provided valuable support to the team by handling regulatory and administrative tasks, including KYC processes and trade monitoring.

∙ Acquired a 360-degree view of the operational dynamics of an FCA-regulated financial services institution.

∙ Demonstrated a proactive approach to learning and adapting, contributing to a dynamic and evolving business environment at Blackwell Global Investments.