JOANA MCLEAN
Summary
Dedicated and organized financial professional with outstanding relationship-building and problem-solving skills. Driven to exceed expectations and operate effectively in fast-paced, high-pressure environments. Self-motivated team player adept at cultivating partnerships and building lasting relationships across all demographics and management levels. Dynamic and reliable with exceptional customer service and communication skills.
Overview
9
9
years of professional experience
Work History
Assistance Operations Manager
Saxon - Chamber Pension Plan
09.2022 - Current
- Lead and manage a team of nine employees, fostering a collaborative and high-performing work environment.
- Oversee day-to-day operations, including scheduling, task delegation, and performance monitoring to ensure goals are met on time and within budget.
- Establish and maintain relationships with vendors and suppliers, negotiating contracts and agreements to optimize cost savings.
- Conduct regular performance evaluations and provide feedback to team members, identifying areas for improvement and implementing training programs as needed.
- Develop and enforce policies and procedures to maintain a safe and compliant work environment, adhering to all regulatory requirements.
- Manage office facilities and equipment, coordinating maintenance and repairs as necessary to ensure a smooth and uninterrupted workflow.
- Analyze data and metrics to track key performance indicators and identify areas for improvement, presenting findings to senior management for strategic decision-making.
- Serve as a liaison between different departments, facilitating communication and ensuring alignment of goals and objectives.
- Assisted in the development and implementation of operational strategies to improve efficiency and reduce costs.
- Provided leadership and guidance to team members, fostering a positive work environment focused on achieving goals and exceeding customer expectations.
Senior Pension Administrator
Saxon - Chamber Pension Plan
03.2022 - 08.2022
- Collaborate with clients and internal stakeholders to design and create customized payment plans based on individual needs and pension requirements
- Ensure accurate calculations of pension amounts and contribution schedules, adhering to regulatory guidelines
- Develop and implement strategies to proactively address and manage monthly delinquencies related to pension contributions or payment plans
- Initiate follow-up actions to recover outstanding amounts, employing tactful communication with clients to resolve issues promptly
- Oversee and audit data entry processes to maintain a high level of accuracy and consistency in all pension-related records and transactions
- Identify and rectify any data discrepancies or errors promptly, working closely with the data entry team
- Serve as a primary point of contact for any queries or requests from regulatory bodies regarding pension administration
- Provide comprehensive and professional support to clients, guiding them through the pension process and ensuring a positive customer experience
- Collaborate with the Operations Manager to develop and implement effective pension administration strategies, streamlining processes for improved efficiency
- Assist the Operations Manager in analyzing performance metrics and producing reports on payment plans, delinquencies, and overall pension administration.
- Conducted training sessions for new hires and existing staff to enhance skills and improve performance.
- Prepared reports and presentations for senior management, summarizing key findings and recommending actionable strategies for improvement.
Pension Administrator
Saxon - Silver Thatch Pensions
07.2017 - 02.2022
- Respond to Client Queries: Efficiently and professionally address client inquiries and concerns via email, walk-ins, and telephone, ensuring timely and accurate responses
- Membership Applications: Process new membership applications, ensuring all required documentation is complete and accurate
- Account Updates: Regularly update existing pension accounts, including changes to personal information, beneficiaries, and contribution amounts
- Daily Deposits: Assist with daily deposit processing, verifying accuracy and ensuring funds are correctly allocated to respective pension accounts
- Redemption Applications: Process redemption applications in accordance with established procedures, ensuring all necessary documentation is obtained and processed accurately
- Record Keeping: Ensure accurate and up-to-date record keeping of client interactions, application processing, and other relevant documentation
- Client Support: Provide exceptional customer service, demonstrating empathy, professionalism, and a solutions-oriented approach when dealing with client concerns or issues
- Collaboration: Collaborate with internal teams to resolve complex client inquiries or issues, ensuring a seamless and satisfactory resolution
- Continuous Improvement: Identify areas for process improvement and suggest innovative solutions to enhance operational efficiency and client satisfaction.
Administrative Assistant
Saxon - Silver Thatch Pensions
08.2016 - 06.2017
- Greet and welcome members
- Perform administrative duties including data entry and scanning within the department and regulatory guidelines
- Communicate effectively with members via walk-in and various communication channels
- Consistently provide quality customer experience to clients/members
- Maintains current knowledge of pensions law and developments by attending and participating in continuing education and training sessions
- Performs other related duties as assigned
Administrative Assistant
Butterfield Bank (Cayman) Limited
10.2014 - 06.2016
- Data Input of Client Broker Statement Values on Monthly Basis
- Keeping Client Statements/Records in Order
- Electronic Filing and Scanning
- Preparing Payments and Wire Instructions
- Opening New Companies, Bookkeeping and Distributions/Minutes
- Preparing and identifying documents including correspondence, reports, drafts, KYC, memos, emails and Projects as Requested.
Education
Bachelor of Applied Science - Finance
International College of The Cayman Islands
12-2025
Associate of Science Degree - Finance
International College of The Cayman Islands
05-2023
Cayman Islands Further, John Gray High School
01.2015
01.2014
Skills
- Advanced Excel Skills (Mail Merge and Formulas “Vlookup”
- Presentations
- Adaptability
- Outlook
- SharePoint
- BambooHR
- CPAS (Pension System)
- Organizational skills
- Great attention to detail
- Team player with great communication skills
- Self-motivated and work best under pressure
- Employee Motivation
- Strategic Planning
- Workflow Optimization
- Fluent in spanish
Timeline
Assistance Operations Manager
Saxon - Chamber Pension Plan
09.2022 - Current
Senior Pension Administrator
Saxon - Chamber Pension Plan
03.2022 - 08.2022
Pension Administrator
Saxon - Silver Thatch Pensions
07.2017 - 02.2022
Administrative Assistant
Saxon - Silver Thatch Pensions
08.2016 - 06.2017
Administrative Assistant
Butterfield Bank (Cayman) Limited
10.2014 - 06.2016
Bachelor of Applied Science - Finance
International College of The Cayman Islands
Associate of Science Degree - Finance
International College of The Cayman Islands
Cayman Islands Further, John Gray High School
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