Experience

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  Aviva

  Oct 1996 - Oct 2008

  Customer services
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  Adminre uk

  Oct 2008 - Oct 2013

  Customer services team leader

  Running Customer Service teams dealing with Life and Pension products. Experience in running teams which pay claims and also apply monies to policies. I also ran a team which supported an offshore function.

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  Reassure

  Oct 2013 - Oct 2021

  Customer Services Manager with responsibility over administration teams in both the UK and India providing high quality customer service on high risk processes including Bereavements, Monies In and Customer Claims. Responsible for circa 250 employees in the UK and India including delivery of good customer outcomes, staff development and engagement, oversight and governance of our teams in India. I developed a strong customer culture in both UK team and with our teams in India, encouraging all to focus on the customer at all times and using customer feedback and other insight into how customer journeys could be improved. This included input into Regulatory and Business Change and developments in the Digital and Paperless Customer Experience. I travelled to India regularly to perform my governance role and to strengthen working relationships and trust between our teams in the UK and our partners in India. Show less Business Change ManagerCompany Name ReAssureLocation Norwich, United KingdomPlanning and implementing changes into Customer Services teams which result from Regulatory Change or general Business Change.I work with Customer Services and Project teams on a daily basis to ensure change is implemented successfully, managing stakeholders through regular updates. I have a good understanding of project delivery including the project life cycle and regular reporting requirements and extensive knowledge of Customer Services Operations, including in depth investment, protection and pension product knowledge.My key achievements include delivering change to teams in India and the U.K following the Pension Reforms of 2015, developing and implementing a new Customer Services team to handle complex pension queries and introducing a new payment process for investment policies, providing customers with their payment immediately, removing the requirement for paper form completion. Show less

  • Customer Services Manager (including Offshore Relationship and Governance)

    Sept 2017 - Oct 2021

  • Business Change Manager

    Oct 2013 - Oct 2021
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  Phoenix group

  Oct 2021 - now

  Senior risk assurance manager / senior customer outcomes manager

  Responsible for leading Customer Outcome Testing linked to Product Reviews and Change and Transformation. Product Reviews are performed to ensure that Phoenix are meeting the promises which were made to customers when they took out their policy and the Customer Outcome testing performed reviews current customer journeys to ensure Phoenix are achieving good customer outcomes. My teams also support Customer Outcome Testing linked to any change and transformation activity where there is a potential impact on customer outcomes. This includes migration activity, internal business change and regulatory change. Working alongside the change and project teams, customer outcome testing is performed at key stages of the change (pre and post implementation). This includes raising and tracking findings and producing reports which feed into programme activity including Go-Live decisions. Prior to some Organisational Changes I also performed Line 1A activity which was mainly responsible for review and oversight of Internal Controls, ensuring that internal teams could evidence strong application of their controls or if any gaps existed or were discovered that actions to resolve were put in place and tracked through to completion. This role included producing reports for our Senior Stakeholders and Customer Director.I have developed good working relationships with internal teams and our outsourced service providers including Line 2 and Line 3 teams while in this role Show less