As Pension Lab evolves and expands, our commitment to our customers doesn’t just remain - it strengthens. That’s why we’re thrilled to introduce Amanda Hall as our new Head of Operational Strategy.
With our digital LoA customer base growing tenfold in the past year, we recognise the importance of continually enhancing our service. Amanda’s role is all about driving success - ensuring our operations scale seamlessly while keeping customer experience at the heart of everything we do.
So, who better to share their vision than Amanda Hall herself? Here is our exclusive interview to hear more about her mission and plans for our LoA 2.0 product.
What’s your role in the team?
I'm accountable for shaping and ensuring operational resilience and executing our customer success & strategy. We are no longer a start-up; we are a scale-up, which makes this role even more exciting. I'm here to ensure we do this safely. We can only do this by giving our people - our most important asset - the skills and knowledge to support our success. Did I mention that we have a fabulous team at our Leicester HQ?
What excites you about working with customers?
Our customers have great ideas about how to enhance our product. I'm the voice of our customers, so I sit down with our CEO fortnightly to discuss feedback and agree on what is happening next on the roadmap. I was an adviser for a long time and have also been involved in outsourced paraplanning. So, I understand how draining the traditional LoA (Letter of Authority) process can be. I have yet to meet someone who enjoys listening to providers' hold music.
What’s a common challenge you help customers overcome?
I spend a lot of time with operations and support colleagues, who are the unsung heroes. Our product works with the complete universe of providers, 80% of which are processed straight-through. So, our customers need to understand the elements of the LoA process they need to deal with.
Fun fact about you?
I love dogs and gin. We have a six-year labrador called Hendricks (yep, after the gin) and a four-month-old basset hound called Loki, who is an absolute gangster. You tell yourself, "Puppies are hard work", but when they arrive, you soon realise you underestimated the hard work. Let’s say he’s a work in progress.
You can contact Amanda through our loasupport@thepensionlab.co.uk