Head of UK&I Service & Operations

• Jan 2022 - Present

Head of Individual Protection Customer Experience

• Nov 2018 - Jan 2022

Customer Service Manager, Individual Protection New Business, Servicing and Claims

• Aug 2016 - Nov 2018

Retention Consultant

• Dec 2015 - Aug 2016

Team Leader - BPO Payroll

• Aug 2012 - Nov 2014

As a Manager, I was responsible for the timely delivery of outsourced payroll processing for two of Australia’s major customers. I was directly responsible for ensuring that incident management, SLA management, relationship management both internally and externally and quality management were executed positively and effectively. • Directed appropriate resources and provided professional consultation and project updates for the onboarding of system upgrades. • Actively managed the client relationship development including regular progress meetings with two high profile clients in Australia and New Zealand. • Liaised with onshore and offshore testing teams (India, New Zealand and USA) to achieve expected project delivery deadlines. • Performed and managed daily responsibilities as the Payroll Manager (Finance, Payroll Processing, Termination and Business Analysis) and reported directly to the Service Delivery Executive. • Managed a team of 15 Payroll Specialists including training and coaching, performance reviews and succession planning. • Developed and presented of a range of training programs (SAP and Payroll legislation) on a regular basis for new team members. • Completed budget forecasting resource planning to provide timely and efficient services to the client, while improving the profitability and productivity of the high profile key accounts. • Extracting, analysing, preparing and presenting data for the key accounts for billing and SLA purposes on a monthly basis. • Liaising and guiding our Onshore Contact Centres to achieve optimum customer satisfaction and achieve 99% SLA on a monthly basis. • Supported Onshore and Offshore SAP Application Support teams to resolve system defects in a timely manner, which also included development of new requirements and application of legislative changes accurately to our client payroll environments. • Actively involved in HP’s Graduate Program, facilitating the assessment centre Show less

Team Manager - National Processing

• Jan 2010 - Dec 2011

I led a team of 14 Pensions customer consultants, responsible for servicing company group pensions schemes. As a Team Manager, I performed multiple roles from one to one management whereby I focused on performance against delivery and development, through to analysis of individual scheme persistency for overall validity. As a lead in a Pensions processing team, I had continued exposure to the changing market and used this knowledge to develop new initiatives for increased success. This allowed me to fully understand my product matter, achieve targets and develop a high achieving team. Show less

Team Manager

• Jan 2000 - Dec 2009

Managed, developed and motivated a team of Contact Centre Customer Consultants Maintained team compliance through sampling and training of subjects such as Money Laundering, Complaints, Data Protection and Treating Customers Fairly. Identified training needs and agreed appropriate steps to reduce these Migrated Protection business to another location ensuring smooth transition to the customer and business Tested and implemented a new Advisor system Produced Management Information, detailing team performance against targets Liaised with Sales Division to understand target focus and maintain strong relations between these teams Show less