Sam – Operational Process Re-Engineering Lead

Joined Transact August 2006

Staff Profile

Talk us through your career at Transact so far.

I joined Transact in 2006 as a Document Management Administrator. The Document Management department is responsible for preparing and scanning all incoming and outgoing post. In 2007 I moved into the Learning and Development department as a co-ordinator for internal and external training for Transact employees.

In 2012 I moved into the Client Operations department as a Client Service Manager (CSM) where I was responsible for executing adviser and client instructions and delivering great service. After about two years I was promoted to Client Operations Supervisor, with responsibility for resourcing and managing the daily workload of a team of CSMs, as well as working on new department initiatives.

In 2015 I became a Regional Client Operations Manager (ROM) which involved managing 8 to 10 CSMs and a team supervisor to ensure my region’s advisers received the best possible service.

Most recently, at the start of 2017, I accepted a secondment challenge to become a Relief ROM. In this new role I am primarily responsible for the knowledge of the Client Operations Department. I deliver intensive training to new starters, and ensure existing CSMs’ knowledge is kept up to date. As a relief ROM, as and when required, I also offer Regional teams support if their ROM is absent.

What does your role involve on a day-to-day basis?

My days are very varied. We have several CSM intakes each year. When an intake begins I spend around 2 months training and managing the new starters. The training is phased with an element of learning followed by an opportunity to practice, before building on complexity of work types.

What do you enjoy about working at Transact?

Transact is a great place to work. I look forward to the new challenges each day brings. Its selling points include the people, the innovation, and the fast-paced environment. It has a friendly atmosphere and a great work-life balance.

Managers are not hidden in offices and an open working environment is promoted. Your ideas can become a reality; fresh perspectives help us continue to drive the business forward.

If you’re driven and work hard, you will get recognised and the business encourages internal promotions.

What advice would you give someone joining Transact?

Our in-depth training programmes help new employees get to grips with their role and knowledge is built up gradually over a number of months. The CSM role is varied and you spend at least a year to 18 months getting to know the job inside out (not that you ever know it all – every day is a school day).

There are opportunities to become a Subject Matter Expert and secondment opportunities in different areas of the business. Transact also actively encourages and supports the completion of industry relevant qualifications along with internal progression.