Summary
Overview
Work history
Education
Skills
Certification
References
Timeline
Generic

Samantha Thackray

Thirsk,United Kingdom

Summary

Detail-oriented professional with expertise in Microsoft 365 applications, including Word, Excel, PowerPoint, Outlook, OneNote, and Teams. Demonstrates strong communication skills and excels in time management and adaptability. Proven leadership and management abilities complemented by analytical and problem-solving skills. Committed to leveraging these competencies to drive organisational success and achieve career growth.

Overview

26
26
years of professional experience
1
1
Certification

Work history

Senior Governance and Assurance Manager

Aviva
York
04.2015 - 12.2021
  • Supported the development and implementation of the new ORCM methodology.
  • Effectively trained and provided ongoing support to front line colleagues on ORCM methodology and iCARE (Risk & Control reporting tool), with face-to-face and online sessions.
  • Advised front line colleagues on creating their risk profiles, drafting associated controls (using 5W's/1H), and identifying, logging, and managing any risk events, error, or breaches.
  • Represented department at the ORCM and iCARE Working Groups, feeding back any upcoming changes to front line colleagues.
  • Assisted in the testing of changes to iCARE prior to going into production.
  • Monitored and reported completion rates of annual mandatory essential learning for the department, which included Anti Money Laundering, Fraud, Data Protection, Health and Safety.
  • Facilitated audits within the department. Producing reports off the back of all audits and feeding back to the Senior Leadership Team (SLT) where action plans were created with timescales of any fixes.
  • Facilitated training and any ongoing support to front line colleagues on any regulatory and legislative changes.

Customer Services Operations Manager

Aviva
York
01.1996 - 04.2015
  • Managed five teams throughout this period, covering both New and Existing Business (NB and EB) for Life Products, Investment Bonds and FTSE Maturities:
  • 1 of 5 Services Centre Teams covering the UK and Sweden, processing NB for Life and Investment Products, including Share Exchange.
  • FTSE Maturity Team, processing final payments of 4 FTSE Bonds over a 2-year period.
  • Investment Bond EB dealing with general enquiries, agency changes, change of address, valuations, unit statements.
  • Process, Risk and Controls Document Team (PRCD's), who dealt with the mapping of all processes offshore. The team were both on and offshore.
  • Facilitated the movement of EB Investment Bond processes to the offshore Teams in Pune, India.
  • Managed daily running of the team, effectively dealing with any service challenges, by using the daily dashboard meetings with my peers, highlighting key areas of concern, and an opportunity to share resources depending on areas of concern.
  • Attended monthly service meetings, having a deeper dive into work volumes, backlogs, complaints, risk events and action plans.
  • Reviewed and completed records on Workday (finance and HR tool), for myself and my team, to ensure sickness, holidays, training records, including mandatory essential learning were recorded correctly and timely.
  • Conducted interviews, disciplinaries, 1-1's and performance reviews, with any pay increases and bonuses being added to Workday in timescales provided.
  • Ensured any key announcements/communications were rolled out to all staff in a timely manner, feeding any question/concerns back to the SLT.
  • Represented the department on key migrations of work, including the movement of RBS Investment Bonds from Bristol to York, and various EB processes from York to Pune, India. This did include managing groups of SMEs, in both Bristol and Pune, providing regular reports to key stakeholders on progress made, and actions going forward.
  • Reconciled the monthly expenses for the Investment Bond Department, providing a report for the SLT, which included recommendations of where cost savings could be made. During this time, I was able to make significant savings on stationery, and travel and accommodation costs.
  • Completed quarterly budget submissions to finance, consulting with the SLT before submission.
  • Worked with the SLT to gathering evidence and put together business cases for any accruals to be carried over to the following years budget.
  • Participated in several Projects throughout my time in Customer Services, for example, the initial build of the FTSE Bond Maturity system, getting to work with all key stakeholders. This was to ensure we could automate payments of the Bonds the largest of which was 28,000 policies maturing on the same day.
  • As Offshore Support Manager I collaborated with our key stakeholders, representing Investment Bonds in the monthly Offshore Business Review Committee meeting (OBRC) This included but not limited to, work volumes, SLA, quality, training, process improvements.
  • Facilitated weekly service meetings with all Team Leaders offshore covering a variety of topics including SLA's, key issues and actions, process improvements, TNPS. Minutes off the back of this meeting then were shared with all relevant parties both on and offshore.

Education

2 A Levels - Geography and English Literature

Thirsk Secondary School
Thirsk

9 GCSE's - A- C, including Maths and English

Thirsk Secondary School
Thirsk, North Yorkshire

Skills

  • Microsoft 365
  • Word
  • Excel
  • PowerPoint
  • Outlook
  • OneNote
  • Teams
  • Communication skills
  • Time management
  • Adaptability
  • Leadership
  • Management
  • Analytical skills
  • Problem-solving skills

Certification

Financial Planning Certificates – Parts 1 and 2

References

Available on request

Timeline

Senior Governance and Assurance Manager

Aviva
04.2015 - 12.2021

Customer Services Operations Manager

Aviva
01.1996 - 04.2015

2 A Levels - Geography and English Literature

Thirsk Secondary School

9 GCSE's - A- C, including Maths and English

Thirsk Secondary School

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