David Wickham
Rathcoole,Ireland
Summary
Pension and Financial Services professional with strong expertise in Defined Benefit schemes, Revenue compliance, and benefit calculations. Brings a solid background in customer service, multilingual communication, and medical device operations. Known for delivering accurate results, supporting stakeholders effectively, and driving process improvements.
Overview
13
13
years of professional experience
3
3
years of post-secondary education
Work history
Pension Specialist
Mercer
Dublin, Ireland
09.2023 - Current
- Delivered first-class service to Financial Advisors and Clients, aligning with company policies.
- Liaised with other financial advisors to gain comprehensive view of clientele's financial status.
- Managed over 20 customer calls per day' for status updates on their retirement options as well as maintaining over 95% SLA.
- Processed all requests promptly to maintain high service standards.
- Maintained client files to highest standard while ensuring compliance with regulations.
- Issued reports to Clients and Advisors, providing timely updates on services.
- Ensured scheme liabilities discharged within agreed timelines to uphold commitments.
- Managed Defined Benefit Task Manager, preparing cases for transfers and retirements.
- Provided technical expertise in pension legislation, actuarial values, and Revenue compliance for all DB
schemes, supporting both internal and external teams - Responded to member, client, and internal queries regarding benefit calculations and processing
Monitored and updated workflow systems to track tasks and maintain accurate records. - Updated all PAO (Pension Adjustment Order) records for members and applied any Trivial or Non-Trivial adjustments from final court rulings to members file.
- Attended industry seminars and events, staying abreast of market trends.
- Managed benefits processing for DB members on death in retirement and death in service.
- Trustees reports prepared quarterly and yearly on pension schemes governance, compliance, financial health, and member benefits to ensure legal and fiduciary responsibilities are met.
- Streamlined administrative processes, enhancing efficiency in service delivery.
Business Analyst
Microsoft
Dublin, Ireland
09.2022 - 07.2023
- Process Executive at EOC EAA Team while managing inbound replies regarding product questions and issues from strategic Microsoft Partners with a deep understanding of the platform's features, policies, tools, and workflows
- Acting as domain expert and point of contact for stakeholders
- Managing inbound replies regarding product questions and issues from strategic Microsoft Partners with a deep understanding of the platform's features, policies, tools, and workflows
- Lead bug triage, troubleshooting, and in the collection of user feedback
- Investigate and resolve issues thoroughly and turn around any incidents or negative trends in operational work
- Analyse user trends and client support inquiries in various regions to evaluate growth opportunities
- Facilitate training overviews for relevant service teams
- Collaborate with internal and external stakeholders to develop solutions and expand processes
- Implementation of brand-new solutions to ensure processes are compliant and partners follow expectations on set agreements
- Address risks connected to non-compliant processes
- Identify & test process improvements, assist development teams in implementing new automation solutions
- Manage payment processing using SAP
- Support business stakeholders throughout the program cycle (respond to queries, provide ad-hoc reports) by guaranteeing a smooth transition, and high level of satisfaction with new frameworks and processes
- Support the transition of the incubated business to a permanent offshore BPO team.
- Achieve 100% onboarding SLA on all business accounts.
Quality Analyst
Johnson & Johnson
Dublin, Dublin
12.2021 - 09.2022
- Contracted on Project EMEA with Johnson & Johnson Vision Care as a quality Analyst
- Responsibilities includes Intakes, evaluates, codes and analyzes complaints associated with the project products
- Corresponds with customers by following up on complaint details and also provides customer updates regarding the results of inquiries and analysis of products
- Uses discretion in escalating unusual product performance issues, collaborates with engineering, resolves customer complaints
- Supports Vigilance activities with EMEA Competent Authorities
- Participates in product improvement, field failure analysis and other analytical teams responsible for the improvement of products and regulatory issues
- Requirement to possess a high level of organization skills, attention to details, ability to multi-task, technical competence and communicative ability in order to receive, evaluate, investigate and respond to customers; questions and complaints
- Interfaces with all levels of health care professionals (doctors, nurses, biomedical technicians and purchasing agents, materials managers and risk managers) to document, investigate, and correct field-related problems
- Communicates customer concerns and complaints to individuals who manage databases and analyze data to identify trends, needs for product and service enhancements and communicate the findings with relevant individuals such as R&D engineers, business unit managers, and other personnel to communicate the findings
- Performs product complaint documentation, investigation, customer response, and consulting activities on customer products and authors correspondence to customers addressing complaint investigations.
Order Management Specialist
Integra Science
Blanchardstown, Dublin
10.2019 - 12.2021
- Accurate and timely entry and maintenance of purchase orders for both French (primarily) and Dutch (secondary) into Oracle systems
- Input orders whilst making sure accuracy and correct order type between standard and consignment orders
- Managed between 200-250 per week specialist orders for Neurology and Orthopaedic clients
- Daily email, calls and booking requests to be managed as per work type SLA
- First hand resolution to customer complaints on delays, returns, back orders and consumer dissatisfaction
- Liaise with internal teams in relations to stock numbers, stock allocation, prices, availability, shipping requirements and all urgent orders for sets orders especially travel items
- Electronic Filing and maintenance of documents
- Arrange product returns and raise credit notes, where required and necessary
- Adhere to regular changes in processes and regulations within the company as well as maintaining Integra's core values
- Prompt and accurate resolution of data quality issues
- Assist Team Lead to Manage distribution of the queue and select appropriate work types for both French and Dutch queues and redirecting queries for alternative internal teams
- Daily regular maintenance and checks on French travel set queues to make sure all surgery dates, instruments, locations and dates match master file
- Manage day to day morning and weekly huddles to identify any work processes which need updating or amended as well as provide solutions to ongoing problem cases
- Weekly call correspondence to clients to manage and provide accurate assessment and time frame for their medical devices.
Underwriting Assistant
Liberty Speciality Markets
Dublin, Dublin
09.2018 - 09.2019
- Accurate and timely entry and maintenance of insurance data into Ironsure systems, databases through interpretation of insurance contracts and associated correspondence (Multilingual French and German) for the Zurich branch
- Prompt and accurate resolution of data quality issues
- Daily email and booking requests to be managed as per the work type SLA
- Daily Clearance for assured to be added to underwritten Global Clearance database and enter these submissions accordingly to be logged
- Produce of insurance documentations (quotation, certificates, endorsement and invoices) to brokers/ 3rd party
- Electronic Filing and maintenance of documents
- Updated all bookings (including indemnity, directors and officers, Cyber, Crime and Fine Art) into Genius and authorize all completed and successful application as per the underwriter's request
- Liaise with brokers for any missing underwriting info such as latest revenue, employee base any ongoing claims
- Manage the renewal list each month before the Genius month end and make sure the underwriting platform are updated for each legacy folder
- Update any expired cases and remove these from any future underwriter platforms
- Assist with other branch requirements such as daily proposal logs for the Irish, Hague, Paris and Cologne branches when required
- Liaise with your associate branch for any in-house projects that require policy maintenance and doc matching any changes processed.
Helpline Officer
Allianz World Wide Care Insurance
Dublin
04.2015 - 09.2018
- French speaking Commit to the department's service standards, including a 24 hours turnaround for all written communication and target call abandon rate of 2%
- Working in Direct Contact with end users and providing explanation of specific terms and conditions of existing contacts
- Able to identify new sales opportunities within existing customers
- Highly capable to establish customer relationship and excellent conversation and negotiating skills in various language skills and circumstances that form part of my daily plan
- Develop extensive and sound product knowledge in order to provide timely and accurate information to our clients
- Manage specific markets around the world such as Qatar / Dubai product expert and assisting with daily approvals along with UK, USA and French territories
- Assist in-house medical team in coordinating client's hospital admissions, evacuations, repatriations and other cases as required
- Multi-tasking of daily assigned workload as well as assignments and follow up on individual cases
- Responsible for providing outstanding customer service to clients and ensuring customer satisfaction and retention
- Liaising with various departments in relation to claims, medical, group and individual management, policy management, sales, Fraud teams, renewals and finance teams for any clarifications of information, updates and policy processing
- Responsible for French markets calls and relations with members and providers as well as any external contacts such as brokers, HR managers, VIP's and third party administrators
- Manage Real time calls on 24/7 basis World Wide providing assistance and advice to providers and members as required
- Provide Case by Case management of hospital admissions for planned and emergency procedures through email and direct contact linking internal medical services team through entire process for provision of guarantee letters for Allianz members
- Assist internal claims and finance team for any returned claim payments, recall and reissue and proof of payments as obtained from Citi Bank
- Provide first hand contact to external global assist groups for any evacuation and/or repatriation requests received and to be precise in taking information from relevant contacts for successful repatriation or evacuation such as obtaining status of patient, any up to date medical report and fit to fly checks before completed evacuations
- Provide authorization codes to members in relation to their outpatient benefits with medical questions confirmed.
Pension New Business
New Ireland
Nassau Street, Dublin
06.2012 - 03.2015
- Typical System Admin BSP work, resolving incidents, completing service requests
- Clearing of Pension Board and Revenue backlog and bring them to a manageable workload
- On site continuous training on New Ireland and Bank of Ireland Pension products and their compliance and legal requirements
- Ensure all proposals were issued in a timely manner and within agreed Service level Agreements
- Increased good relationships with Bank of Ireland Investment and Insurance Managers, New Ireland Call center, Sales Support Team as well as broker base and internal agents to achieve and maintain high standard of service
- Furnish Sales Support team and broker consultants with accurate information and requests in timely fashion
- Managed the Bulk Retirement Bond project including over 2000+ employee Waterford Crystal Transfers
- Working closely with “Vision Consulting” during February to August 2013 in helping achieving over 95% customary satisfaction and winning PIBA awards for 2012 and 2013
- Enhancing and Achieving “Broker Promise” 1 day turn around to finalize and issue new proposal from start to finish using “Vision Consulting
Education
Higher National Diploma - QFA Qualified Financial Advisor
LIA
Dublin 04.2012 - 05.2015
Skills
- Advanced microsoft excel usage
- Customer focus
- Precision measurement
- Task prioritisation competency
Timeline
Pension Specialist
Mercer
09.2023 - Current
Business Analyst
Microsoft
09.2022 - 07.2023
Quality Analyst
Johnson & Johnson
12.2021 - 09.2022
Order Management Specialist
Integra Science
10.2019 - 12.2021
Underwriting Assistant
Liberty Speciality Markets
09.2018 - 09.2019
Helpline Officer
Allianz World Wide Care Insurance
04.2015 - 09.2018
Pension New Business
New Ireland
06.2012 - 03.2015
Higher National Diploma - QFA Qualified Financial Advisor
LIA
04.2012 - 05.2015