Experience

Bevan Brittan LLP

• United Kingdom
• Law Practice
• 400 - 500 Employee

• Operational Programme Manager

  • Sep 2021 - Present

  To oversee and manage groups of related projects from the start through to successful conclusion & business implementation.MAIN DUTIES• Leading a portfolio of projects that have a significant impact on the firm. Bringing together strong project management skills, with excellent communication skills and a great understanding of how to work collaboratively in organisations to bring about successful change. • Directly managing change as well as line managing team members who are leading change.• Supporting the Director of Transformation and Operation in the delivery of projects and also operational work as needed.• Keeping the projects under the Programme Managers responsibility on track, regularly reporting progress and escalating issues as needed. • Supporting legal teams in reviewing and improving how they work to deliver even better services to our clients. Finding ways to help legal teams to develop and bring to market new products and services. • Leading process mapping workshops, creating and maintaining task lists, following up on actions, working with a broad range of stakeholders to achieve successful outcomes.• Help legal teams identify opportunities to work in more efficient and productive ways, including doing more digitally, to manage and deliver changes to how they work and support teams through the change process. Working across teams to facilitate smooth transition into new models of working. Show less

• Project Manager & Business Change Analyst

  • Sep 2016 - Aug 2021

  • To support legal teams in reviewing and improving how they work to deliver even better service toour clients. Finding ways to help legal teams to develop and bring to market new products andservices.• Leading process mapping workshops, creating and maintaining task lists, following up on actions,working with Finance carrying out simple financial analysis.• Help legal teams identify opportunities to work in more efficient and productive ways, including doingmore digitally, to manage and deliver changes to how they work and support teams through thechange process. Working across teams to facilitate smooth transition into new models of working• Support the Head of Transformation across a variety of firm wide projects• Work closely with the Head of Transformation and support service delivery innovation through project management and delivery. Show less

• Business Change Manager

  • Sep 2016 - Aug 2021

  Business Change Manager providing programme & project management within the business, as well as detailed business analysis support.



Allianz Insurance

• United Kingdom
• Insurance
• 700 & Above Employee

• Business Analyst

  • Sep 2012 - Sep 2016

  Business Analyst. To support the Business Change Manager in order to identify, enable, manage and deliver the Claims change portfolio that will enhance and benefit both the Claims Division and the wider organisation. Focusing on driving and supporting a continuous improvement environment within Claims operations and delivering innovative solutions. Business Analyst. To support the Business Change Manager in order to identify, enable, manage and deliver the Claims change portfolio that will enhance and benefit both the Claims Division and the wider organisation. Focusing on driving and supporting a continuous improvement environment within Claims operations and delivering innovative solutions.



Capita

• United Kingdom
• IT Services and IT Consulting
• 700 & Above Employee

• Team Manager

  • Aug 2008 - Apr 2009

  within Motor department (Motor Repairs & Claims). Managed a group of approx 10 people who dealt with Motor first notification of loss and repair claims & queries. Key Responsibilities: Monitoring the workflow of the department in order to meet agreed service levels and KPI's.Monitoring the performance of operators and administration staff and provide coaching and structured feedback to these staff.Encouraging and motivating staff and identifying areas, which require further development and improvement.Delivering team talks, holding team meetings with operators and administration staff.Effectively communicating with all areas of the business.Acting as a technical referral point and dealing with unresolved escalated complaints.Ensuring GISC /FSA compliance by following agreed company procedures.Supporting the recruitment process and ongoing development of staff.Coaching development through effective monitoring of technical claims files and calls.Monthly bordereau and client reports produced and invoicing completed in all areas of function.Active awareness and management of workflow and monthly bordereau performance against scorecard performance.Active management of key clients and maintaining key relationships, including best practice and performance reports. Show less

• Team Manager

  • Sep 2007 - Aug 2008

  within 24/7 Emergency Claims.Managed a group of approx 19 people who dealt with emergency household insurances claims & queries. Key Responsibilities: To maintain the 24/7 rota and staffing level's spreadsheet so that the department has sufficient cover and contingency to provide the service required to achieve SLA's and comply with the current contract.Monitoring the performance of operators and administration staff and provide coaching and structured feedback to these staff.Encouraging and motivating staff and identifying areas which require further development and improvement.Delivering team talks, holding team meetings with operators and administration staff.Effectively communicating with all areas of the business.To ensure own technical and professional development progress and maintain PDP in accordance with company policy. To undertake regular training sessions and reviews to ensure an acceptable level of competence is maintained.Supporting the recruitment process and ongoing development of staff.Ensuring GISC/FSA compliance by following agreed company procedures.Acting as technical referral point and dealing with unresolved escalated complaints.To act upon and ensure potential business is harnessed and yearly scorecard achieved. To actively implement new schemes/products following the implementation process.Manage and produce monthly client reports and invoicing in line with 24/7 business needs. Show less



Direct Line Insurance

• Rescue Customer Service & Sales Team Leader

  • May 2006 - May 2007

  Managed a group of approx 10 people who dealt with customers inquires with Motor calls. Had to coach, develop and lead the team to ensure that met all the targets that the company expected. Key Responsibilities: Comply with the requirements and principles of the Financial Services Authority Develop self in order to maximise personal contribution to the job Focus on costs to ensure profitability to the company Reinforce the culture and values of the company through appropriate behaviours and actions Develop and coach others in order maximise their full potential Show less

• Product Manager

  • Jul 2004 - May 2006

  Currently manage 180 Motor trained representatives to ensure that the Breakdown & Motor product is promoted in a positive light and sales targets are achieved. Key Responsibilities: Support Team Leaders in managing representative's performance. Ensure the department achieve and exceed the targets set by the National business team. Work closely with regional management team and national executive team to ensure that all working towards common goals/objectives. Sharing best practice within department, region and retail division, as well as on a National basis. Co-ordinate coaching schedule for the department. Work closely with coaching team ensuring their development is being continued. Conduct role out of any product changes within the department. Arrange Incentives to increase performance whilst ensuring that I keep within yearly budget. Show less

• Team Leader

  • Nov 2004 - Apr 2005

  Managed a group of approx 7 people who dealt with customers inquires regarding Motor calls. Had to coach, develop and lead the team to ensure that met all the targets that the company expected. Key Responsibilities: As per above (2nd spell as Team Leader

• Customer Service Representative

  • Oct 2000 - Jul 2004

  Worked within the Motor department, dealing with both Motor & Breakdown calls, ensuring that I met all targets set. Key Responsibilities: Comply with the requirements and principles of the Financial Services Authority. Develop self in order to maximise personal contribution to team. Focus on costs to ensure profitability to the company. Reinforce the culture and values of the company through appropriate behaviours and actions. Works towards achieving & then exceeding targets set within the product. Coaching other representative's within the motor department on selling both the Motor & Rescue products. Supporting new employees within their job role. Covering both my team & other teams if their Team Leaders were absent from work or on holiday. Working with the training department and providing induction training. Show less