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Work Background
Fusion Consulting GroupHead of Business Operations
Aug. 2022Marlborough House, Finchley CentralProviding Operational and HR support across the Group Fusion, a multi disciplinary consulting practice providing services to SME’s
Fusion Tax | Fusion Accountancy | Fusion Law | Fusion Digital | Fusion Financial | Fusion Recruitment
Fusion Consulting LtdPractice Manager
Jun. 2018 - Aug. 2022Marlborough House, Finchley CentralFusion, a multi disciplinary consulting practice providing services to SME’s | Fusion Tax | Fusion Accountancy | Fusion Law | Fusion Digital | Fusion Financial
Duties include;
- HR (new starter and leaver process, contracts of employment, absence reporting, appraisals, policy improvement and implementation, grievance and disciplinary, employee relations and engagement, TUPE, training Line Managers, recruitment and talent management, implementation of HRIS systems)
- Payroll
- Office Management - People management - organising social events
- Work allocation for Fusion Law including adding matters on to Clio, allocating and coordinating new matters, and being involved in M&A completion paperwork - escalated client complaints
- AML
IL&FS Financial Services Ltd (IFIN)Office Manager & PA to CEO
May. 2017 - Jun. 2018IL&FS Global Financial Service (UK) Ltd Ad hoc office managerial and PA duties to CEO
Slater Gordon SolutionsLegal Review & Compliance Team Manager
Jan. 2005 - Jun. 2016Watford, United KingdomAs a Manager, I had the responsibility of ensuring the department's operations run smoothly on a daily basis.
Managing the contact centre office floor as well as responding to all delegated duties from Direct Line Manager.
Managing diaries, and sole responsibility for 7 day, 4 shift rota. Attendance, sickness and holiday approval both manually and on HR net.
Recruiting and hiring.
Training all staff in front end policies, procedures and ensuring HR policies are adhered to, staff inductions, health and safety.
Claims handling and liability assessment training. Using databases such as PIMS, MID, askCUE, HRnet.
Answering calls and addressing all colleague queries both internally and nationwide as well has handling overflow client calls.
Complaints handling
Quality assurance.
Maintain that each client received outstanding customer service.
Oversee: -Compliance in lines with SRA, TCF.
-Risk assessment of all RTA, EL/PL claims
-Fraud investigations
-Due Diligence Secure delivery of an effective service to the public, and where possible a first contact resolution of issues and maintaining the highest standards of customer service.
Help solve problems that affect the service, efficiency and productivity.
Work corporately with other line managers to develop best practice.
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