Client Services Director

• Feb 2020 - Present

Client Services Director

• Aug 2019 - Feb 2020

Head of Service Innovation and Change

• Aug 2017 - Aug 2019

Head of GI and Military Operations (Interim)

• Jan 2017 - Jul 2017

Head of Business Transformation

• Jan 2015 - Jul 2017

To lead Change at Police Mutual, managing the end to end change process for projects and programmes across the Group, drive and deliver multiple strategic and change programmes across the business areas, accountable for the delivery of the business benefits, through the portfolio, improve the Change control environment by implementing a robust framework and methodology, ensure business architecture is in place for the change programme, initiate programmes of work with strong business cases aligned to organisational strategies and objectives – working with business sponsors to achieve maximum business value, manage a number of Programme/Project Managers and disparate business areas, manage direct and indirect resources in order to execute strategic changes that impact the current business operating model, define/design future state processes and architectures and deliver them through to execution and operational effectiveness.

Head of Change - Phoenix

• Jan 2010 - Oct 2014

Leading the strategic change agenda for Phoenix Life and Phoenix Group across functional areas, Customer, Risk, Audit, Compliance, Finance, Actuarial and Operations. Budgetary management of over £100m per annum, both on a cash and P&L basis. Strong Stakeholder management from Shareholder board and executive Committee down to functional teams. Development of Change Policies, Risk Appetite statements and Controls to ensure a robust Risk management approach is adopted. Leadership to team of Programme Managers, Project Managers and Project Support

Head of Outsourced Customer Services/ Strategic Partnerships

• May 2006 - Jan 2010

Relationship management across multiple Outsource Partners, in multiple locations through a team of 5 Relationship Managers – home based and geographically separated. Responsible for the accurate resource planning, internally and in the Outsource Partner functions, Stakeholder management – across all levels internally and in the Outsource Partner Organisations – from Board Level down to functional teams.

Head of Client Management

• May 2005 - May 2006

Responsible for the management, oversight and ongoing commercial viability of 3 large BPO client contracts, delivering Administration and IT Services through a team of 10 relationship managers, split across 2 sites (Liverpool and Bournemouth).

Head of Business Operations

• May 1998 - May 2005

Overall accountability for a 60 seat Call Centre, back office administration, Underwriting, Claims administration and the full suite of administrative functions for 4 Third Party Clients (white label business). 180 staff across multiple sites – Liverpool, Bristol and Sevenoaks, with a cost centre budget of £10m.

Executive Underwriter

• Apr 1988 - May 1998

Selection of medical life risks across full range of Life and Pensions products in both individual and group sectors and research and development into automated systems, standards and protocols and development of online manuals and guide