Jemma Dakin-Brown

Experience

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  WNS Assistance

  Apr 2003 - Feb 2009

  The first stage to this role was to manage the business change of bringing the First Notification of Loss section back from the India operation due to client demand for UK voice. This involved liaising with the India operation to gather information of existing processes, then to develop and tailor those processes into a more effective UK based department. I then recruited, trained and managed on a day to day basis the entirely new UK based department. Post initial set up, I had to ensure client service level agreements and internal targets were met, audits completed to maintain quality and implement performance improvement plans for anyone falling behind. Individual personal development plans were created for each team member to ensure they reach their full potential, achieve personal goals and progress within the company benefitting both the individual and the company. Show less The duties of this role included the day to day running of an eighteen strong team, staff rotation, design and implementation of all training and general housekeeping – ensuring the team reached and maintained targets, client service level agreements and key performance indicators. I presented back these results in the form of a dashboard report to senior management. The team were measured on performance and rewarded where necessary through a workable performance related pay scheme that I designed. Alongside this role I was given account management responsibilities. Show less

  • FNOL Team Manager

    Jan 2008 - Feb 2009

  • AD ULR Team Manager

    May 2006 - Jan 2008

  • PI Claims Handler

    Aug 2004 - May 2006

  • Total Loss Claims Coordinator

    Apr 2003 - Aug 2004
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  Saga Holidays

  Feb 2004 - May 2004

  Secondment

  This was a business change project setting up an entirely new office in Thanet, Kent. I was responsible for ensuring the newly recruited total loss team that had no previous insurance industry experience became self-sufficient. I trained all the team members, largely took over the handling of the customer complaints, became the point of contact for clients with service issues, designed and created user guides and letter templates, and suggested improvements to the newly created computer system and workflow. Show less

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  LV=

  Jul 2006 - Sept 2006

  Secondment

  This secondment was to a private lines insurer whose business WNSA had won. It was a large contract and here I trained staff on the bespoke systems, the different disciplines of insurance claim handling and managed the new teams during this time.

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  BGL Insurance

  Dec 2007 - Jan 2008

  Secondment

  This was a very similar project to the one I was later to undertake in Cheadle except this was for another company branching out into accident management industry rather than it already being a business they were familiar with. The role was based in Peterborough training staff but continued back at WNS Ipswich whereupon I acted as a Quality Assurance Tester to iron out any inevitable teething problems associated with a new company. This saw me liaising between client and technical architects to develop and improve the system. Later into the project a temporary team of twenty staff from WNS (Ipswich) were required and the client specifically requested that I managed the team as they were impressed with the work I had carried out at their office in Peterborough. Show less

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  WNS Workflow Technologies

  Feb 2009 - Jun 2013

  Project Manager

  WNS Workflow Technologies is a workflow software specialist that delivers business process management solutions. I have successfully decommissioned legacy systems and deployed new software packages of values up to £3 million in the financial services, legal, medical and government sectors to enable business process outsourcing initiatives, working with big brand name clients. I was the Project Manager for the company’s largest and highest revenue generating client. Having been entrusted with this huge responsibility, I succeeded where others have previously failed to meet their demanding needs. I managed, trained and mentored the other project managers within the organisation, and I dealt on a regular basis with both UK and Indian technical teams. I was responsible for managing project team members, planning and executing multiple client and often simultaneous large scale software development, implementation and business change projects. Show less

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  The AA

  Mar 2009 - Apr 2009

  Secondment

  Here I project managed the successful implementation of the new software package into an external company, and provided training of the system to key members of staff.

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  Tradex Insurance Services

  Nov 2009 - Dec 2009

  Secondment

  This was another business change project where I implemented the first notification and validation of new claims procedures into WNS. My secondment consisted of fact finding all processes the client currently had in place and establish all systems used. I demonstrated where improvements could be made to make the processes more time and cost effective once within WNS and then documented my proposed process changes before executing the new processes into our Stockport office.

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  Call 24-7

  Jan 2010 - Jan 2010

  Secondment

  Each time new business has been won earmarked to be handled within the recently acquired Stockport office, I took the role of Business Change Project Manager implementing of all new systems and designed new processes to improve performance. This has seen me at Stockport on numerous occasions for various amounts of time during my career at WNS.

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  Greenlight legal

  Jun 2013 - Sept 2013

  FNOL Manager

  This was a temporary role during my relocation to Cheshire, managing the FNOL team for a Credit Hire Company.

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  The Access Group

  Sept 2013 - Aug 2015

  Project Manager

  Access is a leading author of fully integrated business management software. In this role I am responsible for delivering HCM web based systems, Payroll solutions and mobile applications. I take ownership of the overall project supporting the continued rollout of the group project management methodology and implementation of appropriate controls to ensure their adherence. I am required to travel country wide to attend client meetings to regularly communicate progress and status of the project. Demonstrating proactive management of risks and issues with a sufficient level of technical ability and knowledge to be able to understand the proposed solution and translate that into a ‘joined-up’ vision to the Client and the Consulting team. The project planning process, customer relationship building and influencing an experienced team of consultants is a large part of my role. I manage and coordinate multiple internal and client project resources undertaking the work and quality assurance of their deliverables and documentation. Show less

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  MHR

  Aug 2015 - Apr 2018

  Senior Project Manager

  MHR is a leading provider of software and services for talent management, HR, payroll and analytics currently supporting over 5% of the UK workforce. I managed multiple and concurrent projects varying in size and complexity. My main portfolio was in the local authority and education sectors with up to 15,000 licenses/employees. I took ownership of the overall project supporting the continued rollout of the organisations project management methodology whilst adhering to the appropriate controls. I was required to attend client sites UK wide to regularly communicate progress and status of the project. Demonstrating proactive management of risks and issues with enough level of technical knowledge to be able to understand the proposed solution and translate that into a ‘joined-up’ vision to the Client and the Consulting team. The project planning process, customer relationship building and influencing an experienced team of consultants is a large part of my role. Show less

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  Sage People

  Apr 2018 - Nov 2023

  Here I am responsible for bridging in-country delivery teams and their delivery partners, with the Sage People Central Hub. Enforcing standardisation and compliance of Sage People standards and delivery methodology while increasing process adoption and awareness, plus, leading the Go to Market plan for new regions. My role is key in securing client retention, license renewals and achieving revenue targets by helping to resolve issues and manage successful country and partner rollouts around services, processes, systems, and methodology etc. whilst also project managing strategic internal projects. Show less Having received an internal promotion, my Programme Management role at Sage People began life as an Enablement Hub Programme Manager. Managing the Go To Market plan, preparation and launch of Sage People into France. Working cross functionally in collaboration with all areas of the business ensuring readiness within the hub and in country for go live and future support. My role then evolved into a Change Programme Manager, managing internal initiatives. Including Business Change projects and process improvements as well as managing internal development projects to support strategic customers. Show less I joined Sage People as the first Project Manager in Professional Services. Consultants were used to managing their own projects previously. Therefore, change adoption was key for the introduction of Project Managers into the department to be successful. I was required to sell the benefits of PM involvement and demonstrate how my own skills can make a positive difference to Consultants and customers alike. Many formal Project Management processes, procedures and documentation did not exist initially, so I was required to create many of these from the ground up alongside successfully running multiple and concurrent projects with customers across the globe. Show less

  • Country and Partner Relationship Manager

    Sept 2019 - Nov 2023

  • Programme Manager

    Nov 2018 - Sept 2019

  • Project Manager

    Apr 2018 - Oct 2018
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  Ceridian

  Nov 2023 - now

  Senior Services Project Manager