Novia brings together Customer Operations and Technology for service transformation

Novia Financial, the adviser-focused platform business, has brought together its Operations and Technology teams under the direction of Eden Scrivenger, who takes on the expanded role of Chief Technology and Operations Officer.

Scrivenger, who joined the platform in August last year, will be supported by newly appointed Operations Director, Julie Gawthorpe, who joins from pensions administration provider, Diligenta. Gawthorpe, who will report to Scrivenger, will oversee operational areas which include client money and asset management, continuous operational improvement and complaints.
The move to harmonise tech and operations is part of the business’s ongoing drive to be at the forefront of the next generation of platforms, enabling it to be agile and responsive to advisers’ evolving proposition and service needs.

Eden Scrivenger, Chief Technology and Operations Officer at Novia, said: “The next generation of platforms is set to revolutionise the UK market, and I believe we can be at the forefront of that. Next generation platforms able to deliver true digitisation need to be complemented by next generation thinking on servicing. This is why we’re transforming our technology and customer operations teams to have a laser sharp focus on delivering great service to advisers and the best outcomes for their clients. That way we can ensure we have a platform powered by brilliant tech, supported by brilliant people, providing great outcomes.”

Julie Gawthorpe, Operations Director at Novia, added: “I have been watching the transformation of the business for some time now and have been hugely impressed by Patrick’s vision for Novia, as well as the momentum driving forward that transformation. I’m champing at the bit to play my part in securing Novia’s place at the forefront of next generation service.”

Earlier this month, the platform announced the appointment of Lucy Bristow as its first Chief Customer Officer to run the customer experience teams across Novia and Wealthtime. With a focus on customers, Bristow will also be overseeing the work the platform is doing to support advisers with the new consumer duty rules.

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