Property Owners Insurance Adviser

• Jan 2021 - Present

Product Owner - Broker Self Serve

• Nov 2019 - Jan 2021

 Led the Operation/USD redesign of SWH Errors Process (ARB from HOF) Presented to Director level with great feedback on approach/style Led multiple successful Test & Learns (errors, comfort demand, renewals)  Took Ownership and found a future proofed solution to Tyser’s Scheme Was asked to be IB Exceed Product Owner for B2B Simplification Project Represents Ops on regular PLPF calls with senior leaders Supported multiple Systems Thinking Immersions within Ops as expert Show less

Business readiness Move Group Lead - Project Y (IT Change)

• Feb 2019 - Oct 2019

 Successfully led multiple migrations as Ops Product Owner/Lead Owned and managed the plan aligned to the business runbook Agreed and owned the commissioning/contingency strategies for the aligned migrations – working with lead BA and Commissioning lead to identify scripts and plans  Owned and managed the Ops comms strategy for the migrations – internal and external stakeholders Provided regular updates to senior stakeholders and ensure T-gate governance documents/milestones were met Managed issues, risks and dependencies of the aligned move groups Show less

Customer Lab Consultant – 99/3 Project (Customer Experience)

• Jan 2018 - Feb 2019

 Collaborating within the Non-IT team and as part of a wider transformation team to deliver non-Technology Stories and process changes Utilising System Thinking to leverage value across Aviva and ensure changes are embedded and benefits are sustainable in the business Using Agile Project Management / Scrum Masters tools and techniques to ensure change is focussed and at pace to deliver the challenging ambitions of the Customer Transformation Programme Learnt how to utilise JIRA and Kanban request/reporting Lead the delivery of implementation covering test and learn, transitional arrangements, communications, live commissioning, training plans handover / post implementation & disengagement Ensure Change is delivered whilst considering both current and future implications for fraud, product governance, and risk, collaborating with Risk, Compliance, Legal & other support areas Show less

Personal Lines Underwriting Consultant – UKGI Operations

• Jan 2014 - Dec 2017

January 2014 – December 2017 Aviva - Personal Lines Underwriting Consultant – UKGI OperationsAs an Underwriting Consultant I had the highest amount of underwriting authority for both motor and household Insurance products within the personal lines department. It is my job to write business to the edge of Aviva’s strategy and also give the frontline staff the technical skills and ability to do the same. I am a recognised expert; role model and my opinions are respected. Initiated and led the UW calibration calls between Operations and UW strategy on monthly basis Responsibility for teams Local Business Review planning – delivered reviews, training, managed action plans and monthly updates to senior leaders Delivered training and enhanced authority to underwriters that continually demonstrated the level of knowledge and understanding required to progress. Handled technical referrals and provided technical underwriting skills to improve underwriting excellence. Built, maintained effective relationships with internal/external customers, in line with TCF principles, in order to build customer trust. Reviewed large loss (claims) to understand system capability and provide report based on results. Assisted with internal and external audits as an underwriting expert Expert in understanding broker and system conditions which prevent business being placed with Aviva. Identified underwriting rules which are inconsistently applied across product or system and championed consistency across all. Lead on reviewing online customer journey in UKDI leading to system refinements for COV process Managed a team of senior underwriters Show less