Alison Ranyard Email and Phone Number

Currently responsible for an area of approximately 45 FTE with 4 direct reports. The company is very open to change and my role involves engaging our people on this journey. We're a busy area with the teams' continually reviewing their processes for improvements.

As part of a team of 3 CSM’s I was responsible for the day to day running of a busy operational area, circa 100, reporting to the Head of Employer Services. I managed two client facing teams, looking after the top 4 IFA’s in the Group Protection market, and Credit Control to deliver to area SLA’s.I continually reviewed key processes for improvements to deliver excellent customer experience and led the teams through a transitional period of change following a new back office administration system. Co-ordinated training requirements to maintain on-going development of the teams and ensure competency levels were achieved and maintained.As Senior Business User and representative for Senior Management Team I was responsible for the successful delivery of the new administration system to the Operations area. During an 18 month secondment I led a team of 10 business users, from across the department, through testing and business transformation activity including the production of training plan, material and delivery. I often visited customers externally to enhance our relationship and promote any new initiatives with the National Account Manager.Coached new Team Managers to result in high performing teams with improved customer service, staff engagement and business results.

I led a team of 15 to reduce a backlog in existing business, whilst continuing to service 50% of the portfolio for the SME market. By targeting specific areas, managing productivity, improving morale and streamlining processes the backlog reduced. I then moved on to manage a team looking after Key IFA’s where I successfully improved SLA’s and external customer relationships via face to face visits to understand their KPI’s. By managing the end to end process from Quote to Renewal I gained a high level of knowledge in all processes allowing improvements in efficiency.