Emma Leslie
Platform Adoption Consultant
What is your role?
My role is Aviva Platform Adoption Consultant. Many people ask me what that actually means? Well, I work with a variety of different people with different roles such as advisers, admin staff and paraplanners, to ensure they are comfortable with using our platform and are also using it in the most efficient way. This means that I am trusted by my accounts, and I am their 'go-to' person for support.
How long have you worked for Aviva/been in the industry?
I have worked at Aviva for 20 years which makes me feel very old. I started work in financial services straight from school with Prudential, then I moved to Aviva in 2004 where I have worked in Business Support, General Insurance, and E-Commerce before moving into the PAC role.
Describe a typical day/week in your role
No day or week is ever the same. The PAC role is a varied role where we adapt to the needs of the users. This can involve f2f visits to firms, Teams calls for training and upskilling, as well as dealing with internal queries from various teams within Aviva. We deal with day-to-day queries which means that we speak to platform users daily and understand their needs. Any feedback we receive (good and bad!) is passed on to be considered in future platform developments which demonstrates that we listen to what our accounts want and need.
What is the thing you’re most proud of that has benefited advisers?
The thing that makes me proud is when people listen to my training and take this on board which leads to the correct customer outcome. Recently, I helped a firm key on a PCLS payment with a taxable one-off income payment. It was their first case of this type, and they went out of their way to comment on how easy it was to action, based on my recommended steps for completing it in the most efficient way. Whilst this sounds relatively simple, their comments of ‘this is easier than the other platforms we deal with’ means that it’s a job well done and they have confidence in myself and Aviva.
