Operations Manager

• Jul 2018 - Present

In my current role as Operations Manager I am responsible for the organisation’s central services functions, which includes Health & Safety, IT infrastructure, Quality Assurance, Training, HR Administration and Systems. I lead on any projects related to internal systems which include IT, Telephony and administrative process improvement. I am also a Safeguarding Lead. In my current role as Operations Manager I am responsible for the organisation’s central services functions, which includes Health & Safety, IT infrastructure, Quality Assurance, Training, HR Administration and Systems. I lead on any projects related to internal systems which include IT, Telephony and administrative process improvement. I am also a Safeguarding Lead.

Business Support Manager

• Jul 2015 - Jun 2018

As Business Support Manager, I was responsible for the the day to day running of the office including all facilities & premises related matters on site and some of the satellite offices. Overall responsibility of the Health & Safety function across all sites. Responsible for administrative support across the different Business Services functions and other areas of the company as required. As Business Support Manager, I was responsible for the the day to day running of the office including all facilities & premises related matters on site and some of the satellite offices. Overall responsibility of the Health & Safety function across all sites. Responsible for administrative support across the different Business Services functions and other areas of the company as required.

Quality Manager

• Oct 2013 - Apr 2015

• Working with operational and engineering staff to determine, negotiate and agree quality procedures, standards and/or specifications and to monitor these against agreed targets. • Investigating Employers liability and public liability incidents. • Ensuring processes comply with standards (VOSA, HSE). • Acting as a catalyst for change and improvement in performance and quality. • Determining training needs. • Directing objectives to maximise profitability. • Monitoring performance by recording, analysing and distributing statistical information. • To provide guidance on Risk Management strategy to reduce insurance claims. • Implementation and maintenance of Accident /Incident reporting procedure. • Preparing clear explanatory documents such as customer charter. • Scheduling and conducting internal audits. • Staff Disciplinary meeting and Union negotiation. • Customer Service Management. Achievements: • Process implementation of key functions including compliance adherence and KPI reporting. • Introduced standard operating procedures across functions. • Secured appointment of 2 Key Positions of Fleet Engineer and Operations Manager. • Project managed 4 successful EU recruitment initiatives. Show less

Senior Insurance Manager & Incident Investigator

• Aug 2003 - Apr 2013

• Responsible for managing the In-house Insurance Function of all Business Units and 6 operating depots across the Bristol, Somerset and Avon region, including the CCTV Unit • Managing the fluent claims reporting structure and pro-active handling of all motor claims in partnership with Transportation Claims Limited, the Group Claims Management Company • Ensured compliance with Group Incident Management procedures, Incident Investigation standards and reporting procedures • Liaised with claims handlers to ensure correct reserves are maintained and ensured information/document requests were responded to timeously in order to comply with Civil Procedures Rule • Ensured claims were managed proactively and with maximum cost effectiveness • Advised Business Unit Managers of accident/incident trends (hotspots, types of incidents, locations regarding incidents, highlighting areas of concern • Conducted root cause analysis of critical incidents to identify concerns and made recommendations in respect of risk management procedures • Categorised & classified incidents for data analysis and providing risk management reports to analyse patterns in order to take remedial action in order to avoid undesirable accidents • Prepared comprehensive accident documentation in readiness for management decisions regarding legal action in relation to claims • Liaised with police and 3rd parties as investigator / witness to specific incidents • Produced MI Reports for risk analysis purposes for Executive Board H&S meetings • Prepared & produced presentations at Executive Board & Business Unit Meetings Show less

Deputy Team Leader

• Jan 2003 - Aug 2003

• Claims negotiations – EL/PL/Motor. • Handling of first response motor claims. • Liaison with Operating companies within Group to ensure required documentation is submitted within agreed timescales. • Distribution of new claims notifications received within the unit. • Assisted Team Leader on specific issues/project. Key Achievements • Assisted with the implementation of setting up of a new team structure and procedures within a new start-up claims function. • Claims negotiations – EL/PL/Motor. • Handling of first response motor claims. • Liaison with Operating companies within Group to ensure required documentation is submitted within agreed timescales. • Distribution of new claims notifications received within the unit. • Assisted Team Leader on specific issues/project. Key Achievements • Assisted with the implementation of setting up of a new team structure and procedures within a new start-up claims function.

Claims and Office Administrator

• Aug 2002 - Dec 2002

• Quotes/Placing of new business. • Inviting policy renewals. • Dealing with all claims within local office. • General office administration and daily banking. Key Achievement • Setting up of new claims log. • Quotes/Placing of new business. • Inviting policy renewals. • Dealing with all claims within local office. • General office administration and daily banking. Key Achievement • Setting up of new claims log.

Operations and Logistics Coordinator

• Mar 2001 - Jul 2002

• Stock control. • Client contact and follow up orders. • Receiving and reconciling incoming supplies against goods ordered. • Responsible for warehouse allocations and housekeeping. • Scheduling deliveries and route planning. • Customer deliveries when required. • General office administration duties including stationary orders, reception and banking. • Fleet maintenance – scheduling service and MOT. • Insurance requirements. Key Achievement • Implementation and transfer of all client records and stock items onto Excel spreadsheet which I designed. • Obtained Fork lift licence. Show less

Corporate Claims Manager & Account Executive

• Sep 1991 - Jun 2000

• Operational function of Corporate Claims Department. • Providing technical assistance and point of referral on problem claims. • Providing excellent client service on all queries to ensure renewal of business. • Preparation of claims stats for renewal meetings. • Bordereaux control and aggregate tracking on large self-funded portfolios. • Meeting with Insurers, Clients, Solicitors and service providers ensuring SLA’s and KPI’s are agreed and met. • Implementation of effective claims handling procedures. • Preparation of monthly claims statistics, identifying trends and problem areas for monthly Risk Management. meetings with clients to discuss possible solutions to reduce risk. • Attending monthly Branch Management Meetings. • Performance Appraisals with staff. Agreeing training needs and ensuring development of potential at 1-1 Meetings. Key Achievements: • Member of project management team to ensure effective merger of 3 claims divisions into one centralised Claims Management Company. • Identified and selected as member of select Mentorship team of "Movers and Shakers". • Through pro-active claims handling and excellent customer service, contributed to team success in securing year on year business renewal of major corporate clients, including Media 24, Cape Metropolitan Council and Parliament of South Africa, through high level of claims and customer service. Show less

Claims Technician

• Feb 1990 - Aug 1991

Claims Technician

• Jun 1986 - Feb 1988

Claims Handler

• Feb 1984 - May 1986