Operations Analyst
- Location
- United Kingdom
- Desired Salary
- Unspecified
- Work preference
- Full Time
- Links
- Not set
- Joined
- 2 Jul 2026
- Field / Industry
- Customer Success
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.
Skills
Project ManagementCustomer ServiceCommunicationComplianceStakeholder ManagementRisk ManagementReportingRelationship ManagementTrainingTeam LeadershipChange ManagementQuality AssuranceCoachingMonitoringOperations Management
Education
Biological Sciences
Degree subject listed as Biological Sciences.
3 A-Levels and 11 GCSEs (A-C)
Secondary education and pre-university qualifications.
Experience
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.
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.
Travelling in Costa Rica.
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.
Assessed business risks and tested controls. Conducted audits, quality reviews, and transactional monitoring. Analysed breaches and trends, reporting findings to senior management.
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.