Ben Trickett

End-to-end operational ownership across five workstreams: Anti-Financial Crime (AFC), Complaints, Corporate Actions, Clearing & Settlement Back Office, and Lifecycle. Direct leadership of 7 Team Leaders and ~130 agents. ● Drove capacity attainment from below target to a consistent 106–110% against a 98% goal, with A-rated QA scores of 96–97%. ● Built the operating rhythm: scorecards, weekly reviews, escalation paths and prioritisation rules so Team Leaders and leadership had clear visibility. ● Reduced AFC backlog by 4,535 cases (42%) in one quarter through targeted clearance, cross-training and process redesign. ● Maintained attrition at 6.1–6.5% (well below target) while mentoring Team Leaders and driving internal promotions. ● Oversaw the interview and selection process run by Team Leaders to protect hiring quality as the team scaled. ● Supported major product launches (including Wealth Crypto and Hot Wallet) and India operations scale to 382 FTE with zero service disruption. ● Took part in RFPs and bids, winning a major FinTech project and becoming preferred supplier for a travel industry client; presented on Requests for Information to new clients. ● Led additional consultancy work including theatre management and equipment leasing projects.

Led Customer Service & Onboarding through rapid growth from 20 to 95 FTE. ● Built performance frameworks and reporting from scratch; delivered a 97% flag acceptance rate. ● Recruited all agents into the growing team and owned end-to-end hiring quality. ● Coached and promoted multiple people into leadership roles while keeping delivery stable under volume pressure. ● Owned process improvements and documentation as the operation scaled; implemented a feedback loop between operations, quality and training.