Profile
A dynamic individual with international managerial, operational and M&A experience in Europe and MENA (including the United Kingdom, Malta, Qatar and Oman). Built up and sold a multi-licenced, multinational wealth management organisation that saw yearly revenues increase to US$2.3m, employing 21 staff and achieving US$26m of assets under management.
§ Core areas of expertise include; operational effectiveness, process re-engineering, change management and CRM.
§ Versatile, comfortable with change, innovative and able to drive results on a strategic level.
Professional Experience
DeVere Group – Customer Experience Operations Manager, Malta
(July 2015 – present)
Following the success of Oxford International Financial Holdings (Oxford IFH), we were approached by the deVere Group to sell our client asset base. Post acquisition, my roles and responsibilities have included:
§ Managing the integration process of the two entities. The role included merging client databases, streamlining the operations, employee migration and managing third party provider relations.
§ Pioneering ‘To-Be’ workshops to gain an insight into current operations, and generated an ‘As-Is’ report for current
operations and client experience.
§ Producing an operational and process effectiveness analysis, highlighting areas of operational development. The focus was on head office support availability for the global sales operation that would immediately improve support availability by 23%.
§ Creating the strategic outline that would deliver a client experience function for the group’s global operation. Project planning the operation with Prince2 & Six Sigma methods. The innovative operation also offers additional lifestyle products to compliment client’s existing policies, creating additional revenue streams.
§ Shaping various processes to guarantee a solid client experience operation including client resolution & escalation and system usage. The key successes were introducing accountability into the operation and reducing ‘pain-points’.
§ Formulating a detailed ‘voice of the customer’ exercise to stimulate feedback on individual client experiences to gauge an understanding of current position. Included the use of social media and direct contact with existing clients.
Oxford International Financial Holdings Ltd. – Group Operations Manager, Qatar and Malta
(January 2013 – July 2015)
A shareholder and Group Operations Manager of a financial services company operating in Europe and MENA that employed
21 people. Drove accelerated growth, which subsequently resulted in an asset sale to the deVere Group.
Roles and responsibilities included:
§ Project management and delivery of the company-wide strategic roadmap – including an ‘As-Is’ and ‘To-Be’ analysis, requirements gathering, workshop facilitation, and system architecture design.
§ The second lead decision maker that saw the company grow from US$500,000 of assets under management to US$26,000,000 within 3 years. The company has 500 active clients worldwide.
§ Streamlined processes and procedures that reduced the company’s debt holding from US$1,200,000 to zero in 3 years, slashed the monthly cost base by 74% and reduced lead times by 53%.
§ Successfully project led the organisation in acquiring all regulatory consents (including MFSA) in Malta enabling it to operate across Europe.
§ Designed and implemented a custom-made customer relationship management (CRM) system, including negotiating with third party suppliers and orchestrated training and global roll out.
§ Created initiatives that reduced the indemnity position (liability to claw backs) of the company by 58% (to US$350k).
§ Introduced Business Intelligence that allowed the company to strategically identify areas to retain profit margins by
5.5%. Analysed key metrics, which monitored and stimulated continued business growth.
§ Designed, led and executed a rebrand of the organisation. Awarded Global Brand Magazine’s Best Financial Brand 2014 for Qatar & Malta.
§ Developed and rolled out of an Interview Performance Platform that weighted and scored prospective employees. Designed a new starter process including the design of a recruitment platform and assessment.
§ Produced various Feasibility Studies to assess the viability of new territory, global expansion. Presence in Kuwait, Bahrain, Qatar & Europe.
§ Planned and project led the acquisition by deVere of Oxford IFH’s client base that factored in staffing, technology, assets, accounts and processes. This included negotiating sale and purchase agreements with external counsel.
Oxford International Financial Holdings Ltd. Lead Administrator, Qatar & Malta
(February 2012 – December 2012)
Recruited to establish the administrative function within the organisation.
Roles and responsibilities included:
§ Leading a 12-person team to ensure the operation ran a 66-hour a week support framework for the global sales force. Improved operational capacity and support functions availability by 58%.
§ Responsible for improving the ‘client to cash’ process and delivered a reduction in timeframe by 66%.
§ Spearheading the use of cash flow and commission processes and records that facilitated strategic planning.
§ Enhancing the data integrity for all application packs sent to providers, Improving compliance and AML integrity.
§ Designing and implementing effective processes for deal submission and commission tracking. Improved ability to identify ‘pain-points’ within the processes to ensure efficiency across the specific operations.
Turner & Townsend, Consultant, United Kingdom
(August 2008 – August 2009)
Part of the Management Solutions team that offered advice and innovative solutions for clients.
Roles and responsibilities:
§ Effectively initiated and organised 300 school risk assessments for Birmingham City Council. My role included planning the consultants’ site visits and reporting the assessed results to the Council.
§ Coordinated a project that measured the health and safety assessments of construction sites across the UK. Liaised with a team of 12 and responsible for consolidating the monthly progress and update reports to the client.
§ Analysis and stakeholder engagement for 12 Academy Reviews working with global construction firm. My role included leading discussion on the progress of the project, interviewing internal stakeholders and analysing results.
§ Led the project for developing a new Bid Management System that records current and previous bids and tenders.
§ Collated and presented data for key performance indicators based on financial, human resources, service excellence and business development data to senior management.
§ Championed the central CRM database for the three main departments of Turner & Townsend within the UK and reporting directly to senior directors.
§ Researched potential clients for a marketing initiative within the health sector. My role included researching and identifying key contacts, identifying new lines of business that would uplift cross-selling ability by 23%.
Education & Qualifications
September 2010 – September 2011, Newcastle University Business School
MA International Business Management (Merit)
September 2006 – June 2010, Newcastle University Business School
BA (Hons) Business Management (2:1)
Professional qualifications
§ PRINCE2 (Foundation) Project Management – currently studying
§ Lean Six Sigma Green Belt
Skills & Competencies
Sound judgment and strong analytical problem solving; resilient, leadership credentials and focussed on outcomes; ability to
formulate and follow through on team and individual goals. Proficient in all Microsoft Office packages and Mac equivalents.
Interests
Travelling, football, golf and basketball. Passionate about people management and coaching.
