# Operations Analyst Location[United Kingdom](https://jobicy.com/resume-region/united-kingdom.md)Rate, USD Not specifiedWork schedule Full Time, Links—Language skills EnglishAvailable for Hire Yes [Hire me](#resume-dialog) Save Log in to save ## About me I am an experienced operations, compliance, and service improvement professional with a strong background in customer experience, relationship management, quality assurance, and risk management. I have a proven ability to lead improvement initiatives, manage complex projects, and build effective stakeholder relationships across regulated environments. My experience includes root cause analysis, regulatory compliance, process optimisation, and delivering high-quality customer outcomes. I have worked closely with trustees, sponsors, insurers, legal firms, clients, and senior leadership teams, supporting both operational delivery and strategic improvement. Throughout my career, I have delivered business-critical projects, led service improvement initiatives, and supported quality assurance, controls, and compliance activities. I am also committed to continuous improvement, using reporting, workshops, and process documentation to help teams improve performance, reduce risk, and strengthen service standards. ## Professional area ### [Customer Support](https://jobicy.com/resume-category/supporting.md)[Management & Operations](https://jobicy.com/resume-category/management.md) ## Skills ### [Change Management](https://jobicy.com/resume-skill/change-management.md)[Client Relations](https://jobicy.com/resume-skill/client-relations.md)[Coaching](https://jobicy.com/resume-skill/coaching.md)[Communication](https://jobicy.com/resume-skill/communication.md)[Compliance](https://jobicy.com/resume-skill/compliance.md)[Customer Service](https://jobicy.com/resume-skill/customer-service.md)[Monitoring](https://jobicy.com/resume-skill/monitoring.md)[Operations Management](https://jobicy.com/resume-skill/operations-management.md)[Project Management](https://jobicy.com/resume-skill/project-management.md)[Quality Assurance](https://jobicy.com/resume-skill/quality-assurance.md)[Relationship Management](https://jobicy.com/resume-skill/relationship-management.md)[Reporting](https://jobicy.com/resume-skill/reporting.md)[Risk Management](https://jobicy.com/resume-skill/risk-management.md)[Stakeholder Management](https://jobicy.com/resume-skill/stakeholder-management.md)[Team Leadership](https://jobicy.com/resume-skill/team-leadership.md)[Training](https://jobicy.com/resume-skill/training.md) ## Education 1999 - 2002 Biological Sciences @ University of Brighton Degree subject listed as Biological Sciences. 1994 - 1999 3 A-Levels and 11 GCSEs (A-C) @ CCHS Secondary education and pre-university qualifications. ## Experience Apr 2025 - Feb 2026 Operations Analyst @ Pensions Insurance Corporation Monitored outsourced administration performance, quality, and customer service delivery. Identified trends, training needs, and process improvement opportunities. Conducted quality assurance reviews including file checks, call monitoring, complaints, and key pension processes. Supported project delivery and managed workstreams to agreed deadlines. Ensured outsourced administration teams delivered high standards of customer service and positive outcomes for policyholders. Nov 2021 - Nov 2024 Service Improvement Specialist @ Equiniti / Mercer / Aptia Led service improvement initiatives across DB pension administration. Supported legislative and compliance-related projects. Facilitated root cause analysis and process improvement workshops. Produced performance reporting and process documentation for senior stakeholders and clients. Sept 2020 - Sept 2021 Career Break @ Na Travelling in Costa Rica. Jul 2017 - May 2020 Senior Team Leader – Quality Assurance & Controls @ B&CE Insurance Ltd Implemented quality management systems and controls for DC pensions. Led complaint, breach, and root cause analysis activities to drive service improvements. Oversaw operational controls, risk mitigation, compliance monitoring, and audit actions. Managed team performance, training, development, and regulatory compliance. Deputised for the Operational Controls & Assurance Manager. Feb 2017 - Jul 2017 Business Assurer – Risk & Controls @ OneFamily Assessed business risks and tested controls. Conducted audits, quality reviews, and transactional monitoring. Analysed breaches and trends, reporting findings to senior management. Jun 2015 - Feb 2017 Quality Assurance Specialist @ OneFamily Assessed customer service quality through call, administration, and process reviews. Coached managers and advisers to improve quality and accuracy. Produced quality and breach reporting and supported the development of monitoring standards. ## Recommend this talent ## Related resumes * [![Photo](https://jobicy.com/react/themes/app/images/candidate.png) Administrative and Client Services ProfessionalUnited StatesI am an administrative and client services professional with more than 7 years of experience supporting clients, coordinating logistics, and managing complex schedules in fast-paced environments. I am trusted to…](https://jobicy.com/cv/id148486.md) * [![Photo](https://jobicy.com/react/themes/app/images/candidate.png) Fullstack DeveloperPortugalI am a Fullstack Developer and Scrum Master with experience across backend, frontend, infrastructure, mobile development, and agile delivery. 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