NAME: Michelle Hoskin

PROFESSION: Financial Services Speaker • Entrepreneur • Author

COMPANIES: Standards International – www.standardsinternational.co.uk

PUBLICATIONS: ‘Best Practice Makes Perfect! 171 inspirational ideas to help achieve a perfect practice’

CONTACT DETAILS: EMAIL: support@michellehoskin.com

TELEPHONE: +44 (0)1462 442447

TWITTER: @Michellehoskin

LINKEDIN: /standardsexpert

WEBSITE: www.michellehoskin.com

ADDRESS: 5 The Granary, Fairclough Hall, Weston, Hertfordshire, SG4 7DP, UK

ABOUT MICHELLE HOSKIN

Michelle is well known for her endless enthusiasm and energy, infectious personality and unique outlook on what

she describes as a “magical business”. With over 13 years’ experience working with the UK’s leading and most

successful practices, she is internationally recognised as the font of knowledge and leading expert in identifying

best practice standards of operation within financial services.

Through her work with The Adviser Partnership and Standards International, she delivers innovative solutions

proven to eliminate the debilitating challenges faced by financial services professionals every day. As a regular

speaker at conferences, seminars and workshops both in the UK and overseas (including the Million Dollar Round

Table Annual Meeting – Anaheim 2012) her insights and ideas never fail to stimulate and inspire others to achieve

the remarkable.

PRESENTATION OVERVIEW

Create and lead a 21st century professional practice

Advisers and planners continue to face huge demands to constantly focus on and develop relationships with

prospects and clients, while still finding time for themselves and their families. This in itself is an enormous task.

Through Michelle’s own personal experience of having two very successful and busy businesses and a young family,

she knows first-hand that it is essential to be supported by the right people who are doing the right things at the right

time! Sadly, it is this relationship with their support person and/or team which advisers and planners often under-

value and over-look.

By sharing her 5 proven principles for perfection, the audience will be equipped to deal with these issues – and

even to prevent them from happening in the first place.

The 5 proven principles will be valuable to all session delegates regardless of the size or type of their business or

practice, or the size of their team both now and in the future. Delegates will be sure to take away an understanding

of:

1. How to design and build a unique team which is plentifully resourced, highly trained and strategically developed

2. How to create a Together Everyone Achieves More (TEAM) culture and benefit from the team’s hidden desire

to increase their responsibilities through a concept we call Receptive Delegation™

3. How to identify and eliminate operational complexities in the workplace

4. How to increase practice efficiency and service levels through the effective use of operational procedures and

processes

5. How to maintain a best practice culture and strive for continual improvement.

In addition, Michelle will introduce the concept and content of The Operations Management System™ – a

solution she has created which contains numerous operational guidelines, process maps and supporting document

templates. For many advisers and planners throughout the world, this unique solution has provided an invaluable

framework, allowing them to be free from the day-to-day workings of ‘the office’ while their team and their business

deliver consistent and high levels of client service.

IDEAS TO TAKE AWAY AND IMPLEMENT

In either a 60 or 90 minute presentation, Michelle’s ideas promise to be to the point, easy to understand and, most

importantly, easy to explain to an adviser’s or planner’s own support person and/or team. If they are to be successful

in engaging their team’s help to implement the ideas effectively and make appropriate changes, this will prove

invaluable.

All attendees will take away a valuable insight and thorough understanding of the 5 proven principles mentioned above

plus:

1. An introduction to the framework of The Operations Management System™, including:

a. The key areas included within it,

b. How to create it

c. How to position it with professional partners in order to use it as a tool for marketing and business development

2. An expert’s insight into each of the key roles required to support today’s professional adviser and planner and

financial services business, including a description of each role detailing the required skills, experiences, attributes

and responsibilities which will aid in the recruitment, selection and development of the team

3. An appreciation and understanding of how to implement and maintain an effective internal communications

programme. This includes internal team meetings, briefings and task/workflow management in order to constantly

over-deliver internally and externally to exceed the needs and expectations of clients.

Once each of the 5 proven principles is understood, shared with the support person and/or team and effectively

implemented, they will be instrumental in changing the way advisers and planners work and will reward them with

one or more of the following:

1. A much better, closer relationship with the support person/team

2. A feeling of freedom from knowing that with the right support behind them, they are free to focus their efforts on

the area that they enjoy most – client relationship management

3. An increased confidence that the service promises they make to their clients are being met on time, every time –

and to the level their clients have come to expect

4. A renewed enthusiasm and enjoyment for what they do.