Reva Barlow-Drayson

Experience

• 

  LV= General Insurance

  Nov 2011 - now

  Home Claims Manager at LV= Insurance, primarily responsible for the leadership of a very successful and experienced home claims handling department, with 70+ employee’s and 6 team leaders directly reporting to myself. Accountable for contributing towards the home claims strategy and responsible for delivery of key customer, people, commercial and business objectives. Home Claims comprises of FNOL, Claims, Service, Fraud investigations, Home Emergencies, Supplier involvement, and Complex Claims. Responsibilities extend to:- Business Owner for a multitude of suppliers, projects and initiatives- Responsible for recruitment and training into the area- Financial accountabilities- Generating and implementing commercial opportunities and cost savings- Ensuring that we meet service delivery and customer demand- Skill development/maintenance for our people and leaders- Understanding the importance of people engagement and improving this- Responsible for relations and operations with seven of our key suppliers to maintain good relationships, aligning our key initiatives, and ensure they are delivering expected performance Within this role: delivered sizeable transformation and implementation of digital solutions, process improvements, integration of Systems Thinking, embedment of customer-centric purpose, increased people engagement and supplier involvement within our claims processes. Show less - Responsible for managing service delivery of suppliers, promoting the continuous improvement of productivity, service quality and customer satisfaction whilst managing cost, risk and providing a service to internal partners- Management of eight suppliers including two key critical suppliers- Develop, lead and maintain strong relationships with suppliers, taking input from procurement category managers and the enablement team- Drive value and innovation with key suppliers in particular those that I manage who are key or critical to the functioning of the business- Ensuring that each of the suppliers expected performance, budgets, saving revenue targets and customer outcomes are reached or exceeded- Managing and delivering projects and change with clients, stakeholders, and business support functions- Researching, creating business cases and implementing enhancements- Ensuring compliance and risk objectives and expectations are maintained throughout the supply chain- Multiple business cases developed leading to savings through either new processes, system thinking methodologies and technology Show less Responsible for creating and setting up our first team of multi-product handlers and manage a team of up to 14 handlers. This team have the skills and ability to take and manage both Home and Motor Claims. Crucial to the business because it gives us the ability to flex resource between both departments when needed, and therefore provide our customers with outstanding service. In order to successfully setup the team it included responsibilities such as:- Creating role profiles, setting up the relevant system access to service both Motor and Home databases, organising the necessary training to upskill our people, resolving challenges and barriers within these elements- Interviewing and recruitment into the team- Finding ways to help support the team in embedding and maintaining the knowledge required for both skill sets Key focus within role:- Monitor and improve staff performance through regular coaching, 121’s, team meetings, and annual appraisals- Ensuring the team are meeting targets, and achieve high-quality outputs in their work- Support my team to develop and progress their skills and knowledge- Manage and motivate handlers in order to maintain and improve performance standards- Identify any training needs and take act on this- Ensure complaints are handled within agreed service levels-Training out and embedding new initiatives or changes to processes- Ensuring that portfolio allocation is management for the team and aligned to providing an exemplary service to our customers- Ensure the right claims are going to the right people at the right time- Engagement and well-being within the team- Report to management on performance of team by undertaking regular reviews on KPI’s and SLA’s- Responsible for a wide variety of tasks such as: recruitment, disciplinary actions, absence management, holidays/sickness/overtime within the team- Building and maintaining relationships with crucial suppliers who service our claims Show less Seconded to Leadership Learning and Development, primarily helping business areas to create and embed their purpose and principles to become more customer centric and aligned in their common goals and business objectives. Responsibilities included: - Analysing and providing essential feedback for changes and suggestions to enable the redesign of the roll out and material being used by coaches across the business to help further develop them for this piece of work being undertaken- Crucial time spent reviewing the Claims rollout plans and schedule, re-prioritising teams depending on AES and other data points that indicate what and who needs to be involved- Working closely with AZP and became a valuable thinking partner for Exec and leaders throughout the rollout- Have a super power for recognising the deeper challenges with working methods and team dynamics which has been crucial to helping Purposeful Leadership land and embed- Challenging leaders on their thinking to help encourage them to take charge and responsibility for team cycles- Be a role model for purposeful leadership conversation within Home and Motor Claim business areas- Create coach materials and guidance for both our coaches and leaders going through these sessions- Provide on-going ‘in the work’ support and coaching to Exec and leaders to maintain focus on purposeful leadership Show less Home Claims Manager at LV= Insurance (secondment), primarily responsible for the leadership of a very successful and experienced home claims handling department, with 70+ employee’s and 6 team leaders directly reporting to myself. Accountable for contributing towards the home claims strategy and responsible for delivery of key customer, people, commercial and business objectives. Home Claims comprises of FNOL, Claims, Service, Fraud investigations, Home Emergencies, Supplier involvement, and Complex Claims. Responsibilities extend to:- Business Owner for a multitude of suppliers, projects and initiatives- Responsible for recruitment and training into the area- Financial accountabilities- Generating and implementing commercial opportunities and cost savings- Ensuring that we meet service delivery and customer demand- Skill development/maintenance for our people and leaders- Understanding the importance of people engagement and improving this- Responsible for relations and operations with seven of our key suppliers to maintain good relationships, aligning our key initiatives, and ensure they are delivering expected performance Within this role: delivered sizeable transformation and implementation of digital solutions, process improvements, integration of Systems Thinking, embedment of customer-centric purpose, increased people engagement and supplier involvement within our claims processes. Show less Responsible for managing a team of up to 14 property claims consultants and help to support, motivate and develop each individual to the best of their potential. In addition: responsible for maximising customer satisfaction by ensuring the correct outcomes are met and expectations exceeded whilst balancing out business costs and potential savings. Worked with various business analysts and other key stakeholders of LV= to identify business and process improvements and act against them in order to make a positive difference for home claims, customer experience, and consultant roles. Lead operations manager for our sole Home Emergency and Out of Hours supplier. Within this role I ensure customer and consultant feedback is acted upon, and use sound judgement and negotiating skills to resolve complex issues balancing both customer and commercial needs. Retention of policy, product, regulatory and procedural information and ensuring this is up to date on an ongoing basis. Have the ability to support with technical subjects and complex claims whilst being able to explain these well to the team, customers and a variety of stakeholders. Continuous analysis of claims and telephony MI to support and contribute towards the department and business performance. Provide valuable coaching by being in the work with my people, be a point for reference for technical understanding and guidance on claims. Show less - Trained in Home Claims FNOL and Post FNOL- One of six Complaint Champions within the department- Delegated authority of £50,000 and in some cases higher managing technical claims and loss adjuster cases- Operational Manager of our Home Emergency Supplier. I help to retain a strong relationship with them, resolve any issues, improve the Home Emergency Service and Out of Hours service provided, and effectively maintain communication- Responsible for several roll outs within the department such as Electronic fund transfer project, text updates roll out, parts of the mind the gap initiative, supplier intervention project and many more- Coaching, feedback and support provided to my team and handles who require further development- Conducted team meetings, coaching sessions, mock interviews to help handlers with their progression, given presentations, and training to large groups of handlers in order to introduce new working practices and processes- Technical knowledge referral point for handlers and team leaders- Work flow monitor whereby it’s my responsibility to reach service level and manage off-phone activity by handlers. Ensure we have enough resource and availability to take inbound demand- Engage champ for my team. This is a great responsibility and opportunity to listen to HCC comments on how they would like Home claims to change, find solutions to their problems and act on it when necessary- Trained in being a Systems Thinking Expert and assist with the role out of these principles- Provided technical training to both complaint champs and senior handlers- Organised Charity events and staff parties Achievements:- Have completed the ‘Aspiring Leaders’ Course- I’ve been awarded 'the hall of fame' three times for my work on projects- Won ‘Heart of the Month’ 3 times, whereby my team members have nominated me for great achievements Show less

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