Tracey Dunford Senior Manager, UK Shareholder Services Introduction and what your role is at EQ
I am the Senior Manager of the Premier Administration Team, who manage the delivery of Executive and Discretionary Share Plan services. Our customer base ranges from Executive Board Members to a wider audience at Senior level.
The team itself consists of Task Managers and Technical Managers.
The Task Managers are responsible for their own client portfolios and work closely with companies and the Client Relationship Team to ensure delivery of all key Client events, ensuring these are carried out in line with Client expectations.
The Technical Managers support with the delivery of all key client events, carrying out comprehensive checks of high value schedules, sharing best practice, and providing guidance on complex aspects of the product to both internal and external stakeholders, enabling us to grow client revenues and support client retention.
What office are the team located at?
I am based in the Worthing office, making my commute to work a whole 5 minutes!
What’s happened in your career up to this point?
A lot, and it has been solely focused on the Executive and Discretionary product!
I started my journey in 2005 when I joined the Executive Team processing Crest and Non-Crest Transfers on DEC. I then became part of the OPD Team in 2006 ensuring the settlement of trades placed with the Dealing team in London. In 2008 I moved to the Executive Task Team, where I was responsible for administering a portfolio of clients that included Wolseley, Lloyds, BT, Legal & General and Royal & Sun Alliance on both DEC and Sirius. It was here I made the progression from Senior Administrator to Team Manager.
During my time as Team Manager, and following EQs acquisition of Killik in 2013, the team went through a rebranding, moved to a new Operating platform called Centive, and we migrated in their existing client base. This nearly tripled the number of clients administered by the team in Worthing, so we went through a large recruitment drive, and I made the switch from Team Management to Technical Consultant in 2016 to support this growth. The Premier product has been growing ever since! What started as approximately 30 clients now stands at 108.
I was in a Technical role for 6 years before becoming the Senior Manager of the Technical Managers in 2022, and subsequently the Premier Administration Team in 2023.
What do you like about EQ?
This answer might come as a surprise to those who know me, but the people! I have, and do, work with amazingly talented individuals who have been influential on my career at EQ, and helped me grow as an individual.
What's your biggest EQ achievement?
Achieving my ICSA Certificate in Employee Share Plans back in 2018. The last time I sat an exam was back in 2003 as part of my degree, so I was nervous about failing, but EQ supported me through my studies, and colleagues would send me questions to test my knowledge throughout the day. They celebrated my achievement by baking me a delicious Coffee cake!
What are you looking forward to in the future at EQ?
I would have to say the Technology, in particular enhancements to the operating platform as part of the Centive.NET project.
What hobbies do you enjoy?
I have had the nickname Twigs since I joined nearly 20 years ago, and I love taking trips with my family to the Isle of Wight. I usually try to go about 5 times a year!
A big thank you to Tracey for sharing her thoughts with us.