Donna Gilbert Cert
Operations Director @Ark Insurance Group Limited
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WORK HISTORY
Operations Director @Ark Insurance Group Limited
Coventry, GB
As Operations Director, I manage functions, systems, and departments, providing clear direction to achieve strategic goals while ensuring compliance and positive customer outcomes. I drive innovation, improve operations, and streamline service delivery. I protect consumers and employees by developing policies and collaborating with stakeholders and regulators, staying proactive in navigating regulatory changes. My daily responsibilities include managing multiple projects, overseeing compliance, claims, quality control, and developing systems to ensure smooth operations.Operational Risk Management: Lead identification, assessment, and mitigation of operational risks. Collaborate with teams to design controls, ensuring continuous monitoring and resilience through stress testing.Governance & Compliance Oversight: Develop and maintain risk management frameworks, policies, and procedures. Ensure alignment with regulatory requirements and strategic goals while advising stakeholders.Data Analysis & Reporting: Use data insights to track risk exposures and generate reports for stakeholders. Assess risks against predefined limits, embracing technology for efficiency.Management & Team Development: Oversee resource management, crisis management, and conflict resolution. Conduct performance reviews, develop training plans, and mentor team members for growth and wellbeing.Project Management: Manage multiple projects, ensuring deadlines and stakeholder expectations are met.Incident Management: Oversee risk incident processes, including reputational concerns, ensuring timely recording, investigation, and resolution.Stakeholder Engagement: Engage with internal and external stakeholders, including senior management and regulators, to communicate emerging risks and trends. Recommend improvements and influence decision-making.Change Management: Lead risk-focused change initiatives, integrating new processes, tools, and controls to enhance efficiency and resilience.
EDUCATION
Coventry College
British Sign Language (BSL) Level 1 & 2
Coventry College
A Levels - Art & Design, Graphic Design, Photography
Chartered Management Institute
Level 3 Management and Leadership
Alison Courses Online
Diploma in Operations Management
Chartered Management Institute
CMI Level 4 Management and Leadership
The Open University
Diploma of Higher Education in Business Management
Chartered Insurance Institute
Certificate CII
CIPD Qualifications
Diploma in Human Resources
Coventry College
Accounting AAT Level 2, 3, 4
The Open University
Bachelor of Arts - BA
Whitley Abbey Community School
GCSE
Alison Courses Online
Diploma in Project Management
SKILLS
ABOUT DONNA GILBERT CERT
A dedicated, conscientious, highly organised and experienced Operations Director with 20 years in the Financial Services industry, where I’ve developed a strong commercial outlook and a deep understanding of how to navigate and interpret regulations. I’m skilled at offering clear guidance and advice while ensuring that policies and products are effectively designed and implemented across various business types. I’m experienced in managing operations, assessing risks, and providing strategic direction. I excel at identifying areas for improvement, consistently implementing strategies to streamline processes and boost efficiency. I’m also committed to creating a risk-aware culture that encourages inclusivity, growth, and continuous learning. Along with my roles as Consumer Duty Champion, Data Protection Officer, Money Laundering Reporting Officer, and Complaints Officer, I’m passionate about upholding the highest professional standards. I’m experienced in working in structured project environments and have a strong understanding of the FCA Handbook, Conduct Risk, and Consumer Duty. With my specialist area being General Insurance. I am formally recognised by the regulator, Financial Conduct Authority (FCA), as a “fit and proper person” and listed in their register confirming this status.
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