Ian Brady Email Address

Head of Scheme and Member Servicing

Aegon - global provider of pensions, insurance and asset management

A Senior Leader with extensive experience managing large teams across customer service front and back office, IT and change management. Predominantly working within financial services in the Life, Pensions and Investment sector in both Life Offices and Third Party Administration (TPA) environments. Success in delivering exceptional customer service, strategic growth models, leading & delivering change, forming target operating models and successfully managing professional relationships with teams, Boards and Clients. Strategy: A proven ability to deliver to strategy, forming the base for all decision making to achieve the long term picture of a company demonstrated in strategic projects with Prudential, Canada Life, Lloyds Banking Group (LBG), HCL, AVIVA and currently Aegon. Outsourcing: Extensive experience and understanding of the outsourcing of service operations with a realisation of cost reduction and improved efficiency whilst maintaining the values of the Client brand. Communication: Excellent verbal and written communication skills with a proven ability to confidently lead and present at all levels from teams, external client pitches, executive committees, Boards and regulatory bodies ensuring direction is clear. Influencing: Significant experience in presenting strategic overview and cost benefits analysis, overcoming resistance and challenging preconceptions ensuring a committed team are on board for the journey. Leadership: Advocate providing teams with scope for development and creative license within the parameters of clearly defined autonomy. Encourage teams to challenge themselves whenever possible and clearly establish two-way communication channels to remain approachable and lead by example. Performance Management: A proven ability to increase performance by deploying tactics to reward success or address development gaps confidently. Clearly acknowledge and champion achievements by raising the profile of the team or individual responsible with focus on well-being. Change: A track record of successfully bringing about change in an organisation delivering improved service with regard to processes resulting in enhanced client satisfaction, new client growth and retention of business. Customer Service: Customer centricity and brand values drives my thinking with clear tangible measurements of success to demonstrate the cost benefit analysis to a business.