Troy McLaughlin

Client Engagement & Regulatory Operations (Contractor)

Norm AI

Jan 2026 - Current (8 months)

• Primary point of contact for senior stakeholders (CCOs, Heads of AI, Heads of Risk) across UK banks and asset managers; coordinated multi-stakeholder engagements. • Translated UK regulatory frameworks (FCA AI/ML, SS1/23, SYSC/SMCR) into operational use cases; managed CRM data and escalation paths across 30+ named accounts.

C

Finance Transformation Specialist (Contractor)

CCH Tagetik (Wolters Kluwer)

Jun 2025 - Feb 2026 (9 months)

• 9-month contract: multi-stakeholder case management with CFOs and transformation leaders; documented client environments, integration needs, and reporting obligations to support onboarding handover.

B

Portfolio Manager (Contractor)

BTM Property Management

Dec 2022 - Dec 2024 (2 years 1 month)

• End-to-end client and tenant lifecycle across a 12-property portfolio: contract issue, renewals, landlord-tenant compliance, dispute handling, accounts receivable. • Single point of contact across email, phone, and messaging; triaged complex escalations with 100% statutory compliance.

Global Solution Advisor (Contractor)

WorkMotion

Mar 2022 - Nov 2022 (9 months)

• Worked inside a global Employer of Record platform; built knowledge of international employment models, contractor-vs-employee classification, payroll mechanics, and multi-jurisdiction onboarding. • Engaged HR, People Ops, and Finance leaders on global hiring challenges across compliance, payroll, contracts, and onboarding workflows.

Corporate Account Manager

PUMA Group

Jan 2020 - Jan 2022 (2 years 1 month)

• Managed EMEA enterprise partner accounts (Ferrari, BMW, Mercedes, Manchester City FC); operational liaison with logistics, finance, and payment platforms. • Resolved complex commercial disputes with PayPal, Adyen, Klarna, and Laybuy to protect margin; coordinated global distribution with DHL, DPD, and UPS during COVID-19 disruption.

L

Digital Account Manager

London Grid for Learning

Apr 2017 - Dec 2019 (2 years 9 months)

• Owned 350+ institutional accounts at 98% renewal rate; led onboarding of 150,000+ licences across 600+ schools, including training delivery and FAQ authoring; directed a 10-person rollout team.

Aftercare Specialist

Tristar

Sep 2015 - Apr 2017 (1 year 8 months)

Single point of contact for KPMG, Goldman Sachs, and Apple; post-service case management and complex service planning.

Customer Support Supervisor

PlayStation

Feb 2012 - Feb 2015 (3 years 1 month)

Supervised a 10-person Tier 1 & 2 support team; authored knowledge base articles and FAQs on Confluence.

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