Talking to Group Operations Officer, Rachel Karn

Rachel is part of the senior management team and reports directly to the Board, overseeing  three companies: TMD, NLIG and BIS. This means she is responsible for the well-being, productivity and smooth running of all teams within the group, which, in practical terms, covers a wide remit.
 
As well as maintaining a robust compliance framework and implementing company initiatives, which involves coordinating teams, leading specific projects, facilitating communication and reporting to the board on process and compliance implementation, Rachel also assists with recruitment, onboarding new staff and ensuring staff happiness.
 
Having always prided itself on staff wellbeing, reasoning that a motivated, secure workforce operates more productively, TMD is committed to ensuring all members of staff are supported, listened to and consulted, which sees Rachel supporting personal and team development, team mentoring and issue resolution.
 
With such wide-ranging duties, no two days are the same for Rachel. Typically, a day will be filled with meetings or calls with partners and colleagues, working on strategies and specific projects, becoming familiar with industry news and regulatory updates, auditing and reviewing processes, procedures and policies.
 
Just recently, Rachel has been working on automating some of the group's workflow activities to assist teams, as well as implementing new regulatory requirements and onboarding new members of staff.
 
For Rachel, personal success is about learning and growing all the time. “I don’t set exact personal goals,” she explains, “because I don’t like to narrow or restrict myself. As long as I’m constantly developing and have new challenges to push me forward, I’m happy.” Holding a management role within the group can also involve making unpopular decisions, and Rachel says having the confidence to see the decision through, no matter how difficult, is key.
 
Continual professional development is high on Rachel’s list of priorities. After studying and completing the CMI Level 5 Diploma, Rachel is now a Chartered Manager. She is currently studying for her DIP CII. In addition, she is President of the CII’s Luton and Hertfordshire local institute. This role enables her to engage with CII members and promote the qualifications and membership benefits the CII offers to the employees at TMD, NLIG and BIS
 
Describing her job in three words, Rachel says: ‘interesting, diverse and rewarding’, admitting that the role is so varied there’s something new to learn every day: “it’s never boring and there’s never a dull moment!”
 
Switching off can be difficult with such a full workload every day, but Rachel has several interests that help. They include open-water swimming, socialising with family and friends. walking her dog, and reading, and she admits she’s also a self-taught artist!
 
Finding inspiration from many different people, ranging from well-known figures past and present to family and friends, Rachel believes her best attribute is her ability to listen, a quality that is essential in getting the best results from people and ensuring everyone is consulted. As Group Operations Officer, Rachel keeps everything on an even keel, with group operations, team development and staff wellbeing ably supported and in the best possible hands.