1. 44 Fore Street, Chudleigh, Devon TQ13 0HY
Telephone: 07764 999964 Email: tales@chud8.wanadoo.co.uk
LinkedIn: https://uk.linkedin.com/pub/natalie-taylor/bb/b11/692
Personal Profile
Highly motivated people manager offering engagement, development and organisational
change skills. Proven leadership of a group of team managers within a 100 strong area,
delivering quality outcomes for 2,000 corporate clients with assets of £4 billion. Excellent track
record of achieving results within a customer services environment.
Key Skills
 Leadership
 Performance management
 Coaching/Mentoring
 Recruitment
 Attentiontodetail
 Organisation/Time management
 Verbal &written communication
 Effective delegation
 Negotiation/Influencing
 Decisionmaking
 Streamliningprocesses
 Buildingrelationships
Major Achievements
 Restored clientrelationshipwithlarge Employee BenefitConsultant(EBC) withportfolioof £500
millionassets.Turnaroundtimesincreasedby13% to 96% in3 dayswithina2 monthperiod.
 Led100 people throughsite closure following relocation announcementwhilstmaintainingmotivation
and productivity.
 Headedupstrand of projectto successfullytransfer£4 billionassetsfrom ExetertoDorkingoffice
withinademanding12 monthschedule.
 Undertookcomplete administrationsystemchange withinarea:supplyingtechnical experts,
schedulingtraining, resolvingissuesandcreatingworkclearance plans.
 Achievedperformance bonus ratingsof outstandingorexcellent consistently for10 years.
Career History
Aviva (previouslyFriendsLife/ProvidentandLondon & Manchester) November1997 – Present
ClientServicesManager– Corporate Pensions May 2014 - Present
 Provided visibleleadership andcoachingtoa group of Team Managersand Technical Consultants.
 Deliveredconsistentlyhighturnaroundtimes forthe administration of 2,000 corporate clientsagainst
keyperformance indicators.
 Developedandmaintainedexcellentrelationshipswithkey EBCandIndependentFinancialAdvisors
workingwiththe SalesAreato supportthe acquisitionandretentionof 50% of the whole business.
Communicatedkeymessagestoteamtoreinforce objectivesandculture changes.
 Effectivelymonitoringandcontrollingbudgetof £1m.
 CoachedaspiringandnewTeamManagers to achieve competence through training, supported
delegation,observation andcoaching.
 Transformed workflow management processthroughLeanprinciples,observationsand culture
change.
Natalie Taylor

2.  Addressedqualityissuewithkeyclientbyintroducing100% checkingforan agreedperioduntil trust
was re-established.
 Developedclientrelationships,resolvingservice inefficienciesandcoachingteammemberstoidentify
individualclientrequirements.
 Delivered presentationsand createdreportspromotingourplatformservice propositiontopotential
and existingclients andtheiradvisers.
 Improvedexisting ManagementInformationReportingthroughworkingwithMIteam.
 Ensuredthat all aspectsof the administrationteamadhere to TreatingCustomersFairly(TCF)
principles, embeddingactions withinthe teamculture.
 LedCustomerServices’strandsof awide range of projects.
 Resolvedcustomercomplaintsinline withagreedprocedures toexceedcustomerexpectations.
 Identification of newrisksandongoingcontrol,treatmentandreview of existingrisksincluding
businesscontinuity.
Team Manager – Corporate Pensions May 2002 – April 2014
Assistant Team Manager – Corporate Pensions April 2000 – April 2002
PensionsAdministrator– Corporate Pensions November1997 – March 2000
Mercer July1994 – October 1997
Central CommunicationsUnit
 DesktopPublishing - Layoutof newsletters &brochures.Liaisonwith proofreaders &printhouses.
 Sub-editorin-housemagazine–Interviewing&writingarticles,organisationof printing &distribution.
 Pressoffice –Dailypressmentionreport,writingpressreleases,liaisonwithincompanyandjournalists.
 Projectmanagementof MercerCorporate IdentityStandardsManual.
Academic Qualifications
 BA Hons(2:2) – Dance & Drama withLeisure &RecreationStudies(incl.Sociology&Psychology)
 ‘A’Levels – Spanish&French
 CII – FPC1 & FA2
 SII– IAQPart 3
Vocational Training
 The PensionsRegulator’s Trustee toolkit
 Personal Development
 Performance Management
 Coaching
 BusinessAcumen
 Self-ManagementandEffectiveness
 Absence Management
 Discipline&Grievance
 Interviewskills&Recruitment
 Positive Power&Influence
 MicrosoftOffice
 Change Management
 Leadership
 The Big Picture
 Your Impact onOthers
 WinningEdge
 BrandingYourself
 ShapingFutures
 PeakPerformance
 HighImpact Presentations
Personal
Interestsand Pastimes:Spendingtime withfamily andfriends,reading,Pilatesandholidays.
Driving Licence:Clean