Edwin Botelho - Practice Manager

Providing support to practises across the network to adopt new processes and prepare for CQC inspections.

A new role within a rapidly growing firm brought in to systemise processes and create the foundations for future growth requiring rapid knowledge acquisition in a new industry

Working with an accredited and leading firm has brought a number of responsibilities as Office Manager with the opportunity to be involved in all aspects of the business and make a demonstrable difference. Leadership - Operating as part of the firm's management team utilising the Entrepreneurial Operating System (EOS) to drive business growth. Operations & HR - Providing coaching and management across the to ensure the team operate at their full potential as well as constantly looking to improve processes, systems and infrastructure to provide the right tools. This has included launching a new client portal, adoption of new firm wide systems and running HR process from recruitment to redundancy. Compliance - Ensuring our internal reporting facilitates compliance needs and managing our external regulatory reporting e.g. RMAR. Arranging PII and other insurance submissions and while strengthening the relationship with our external specialist compliance support team. Marketing - Creating content for our clients with a focus on financial education themes and overseeing the effective distribution of materials. I also ensure the smooth running of our online activities such as social media, webinars and website.

Responsible for identifying and implementing change opportunities leading to higher productivity within this telephony focused department of 45 relationship managers and associated staff. Managed team responsible for training delivery and quality monitoring as well as delivering reports and presentations as part of the senior leadership team.

A £200 million plus budget project requiring circa 12,000 complex investment suitability reviews. Working from the early stages of the project developing new processes and procedures as well as identifying required roles and recruitment. Managed 25 FTE over multiple sites and multiple work streams through to project closing requiring regular presenting at project review meetings covering KPIs, RAID and general updates.

Project scope for reduction in London property footprint with role and headcount changes requiring site migration of 200+ headcount call centre function while introducing a VOIP telephony platform in parallel.

• Management of team of 7 Private Bankers and 6 Support staff • Handling of escalated client complaints • Ensuring high levels of client service maintained

Leadership of training team responsible for material design & creation, scheduling of multi day training for 200+ staff in a 24/7 department ranging from classroom and individual scripted self learning exercises to series of full departmental rehearsals with 100+ staff in attendance. Process cataloging and testing to ensure feasibility on new platform requiring coordination with development team and coordination of post launch incidents, staff support and ongoing optimisation.

• Business Continuity Officer for Coutts24 with 200+ staff. Included reviews of contingency & recovery plans, updates and testing. Liaison with Bank Incident management teams and Technology Services as well as Disaster recovery site testing and live incidents implementations. • Additional Duties such as Coutts24 Floor Management, Recruitment & Interviews and representation at inter departmental meetings. • Managing risk and adherence controls through First Line of Defense testing for Counter Services. • Induction trainer for new staff to Coutts24 in addition to training on Commercial Credit cards, Online Secure verification and complaint handling and resolution • Call quality assessments, feedback & coaching, and acting as SME at inter departmental meetings. • Awarded overall category winner in Celebrating Excellence in Wealth Management for “Business Growth” 2009 within the Business Administration Office