Experience

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  Rsa

  Jan 1988 - Jan 1997

  Responsibilities included working alongside IT team when systems changes, interpreting changes and developing/delivering training to business users• Role involved systems testing and highlighting issues for IT resolution before “go live” • Responsible for high quality responses which often went out from the Chairman• Reviewing the complaints database, responsible for identifying trends and putting forward recommendations to improve service for “at fault” complaints• Responsible for development and performance management of Complaints Assistant • Role included supporting the Complaints Co-ordinator dealing with complaints from customers regarding service and pricing of Motor, Household, Commercial and Combined and Packages insurances• Responsible for drafting replies to customers providing rationales and/or apologies for service for Co-ordinator.• Responsible for maintaining complaints database, identifying trends for service improvement and accurate record keeping • First role at RSA, supporting the Underwriting department with general administration duties

  • Customer Liaison Trainer

    Jan 1994 - Jan 1997

  • Complaints Co-ordinator, Underwriting

    Jan 1991 - Jan 1994

  • Complaints Assistant

    Jan 1989 - Jan 1991

  • Administrative Assistant

    Jan 1988 - Jan 1989
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  Rsa

  Sept 1997 - Mar 2002

  It hr consultant/business partner

  After merger of Royal Insurance and Sunalliance was announced, successfully applied for a HR Consultant role in IT• Leading a small IT HR team, role involved working closely with IT providing coaching, advice and expertise on resourcing (contractors and permanent employees), performance management, development, succession planning, disciplinary and disputes as well as being responsible for accurate and timely monthly processing of IT payroll• Responsible for Leading HR team, motivating, developing and engaging them to perform to the best of their abilities• Responsible for managing contractor agencies, negotiating agency rates for key IT skills and renewal/exits of resources• Key player in decisions to recruit IT professionals, interviewing permanent and contractors as well as being heavily involved in Graduate recruitment seminars• Significant contribution to identifying training needs Show less

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  Rsa

  Apr 2003 - Apr 2015

  • Technical expert in the provision of high quality advice on complex issues to HR Directors, HR Business Partnering teams and outsourced service providers in relation to organisational change, including TUPE, Management Group employment contracts and Settlement Agreements• Responsible for:o end to end processes in relation to above and for driving continuous improvement to achieve cost/efficiency savings, working with both on shore and off shore teams to ensure accuracy/quality serviceo HR advice on policies, processes and procedures o contracting on service provision between HR Business Partnering and off shore HR Services teams in respect of organisational changeo supporting HR Directors, producing accurate Senior Management settlement agreements, employment offer letters and contracts, often requiring extremely tight deadlines for completiono legal compliance Insolvency Service for submission of HR1’s• Operational lead for relevant Third Party suppliers on service delivery and financial accountability, ensuring excellent service at the right cost. Suppliers include recruitment• Part of HR Shared Services Leadership team contributing to strategic and operational planning and taking a lead in projects wide of current role when required Show less • Responsible for Leading team of 7 to provide support service to HR Business Partnering and the Business• Team responsible for provision of advice to employees and Leaders around organisational change, employee costings to the business associated with change, supporting the selection process and issuing the necessary documentation (letters, redundancy and pension quotes to employees within agreed deadlines. Finally redundancy exits processed within month of employment termination. • Led team to successfully support significant change in RSA throughout the period, including five TUPE transfers and two site closures one involving over 600 employees• Contributed to the delivery of a “site closure” guide for HR Business Partnering documenting good practice when dealing with large impact change from consultation, premises, employee and employee comms perspectives• Responsible for team Performance and 3 out of the 7 team members achieved superior or outstanding performance ratings. Team also recognised for Brilliant Service award by HR colleagues• Team disbanded following changes in HR Services structure and resources became shared. Responsible for ensuring smooth transition of work and cross training larger team with no service issues Show less • HR restructured in 2002/2003 and became a shared service. After a period of maternity leave, returned to a HR Advisor role. This entailed provision of generalist HR advice to employees and leaders on all aspects of HR policy and process, including performance management, disciplinary and grievances • Volunteered to become a Dignity at Work Advisor and dealt with a number of complex and high risk cases directly from employees. Role involved investigating and interviewing all involved with a view to reaching an amicable outcome with all parties. Cases involved disability and race discrimination claims. Disability was upheld in part, however, the race discrimination claim was disputed after investigation and person resigned without further recourse to RSA• Pushed for development and became a Performance Management champion, supporting Training and Development to deliver “High Performance Culture” training to business in all UK locations, receiving excellent feedback on training and delivery Show less

  • HR Organisational Change & Management Services SME

    Jan 2011 - Apr 2015

  • HR Organisational Change Leader

    Jan 2006 - Dec 2010

  • HR Advisor (shared service environment)

    Apr 2003 - Dec 2005
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  Diocese of liverpool & liverpool cathedral

  Nov 2015 - Jul 2016

  Hr generalist
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  Bibby line group

  Aug 2016 - May 2022

  Human resources business partner
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  Rsa

  Jun 2022 - now

  Hr business partner