Highly experienced leader of people and operational change.

I have 25 years experience within a single organisation, progressed through the business and experienced a number of acquisitions during this time.Within my current role I am responsible for the Customer Services area of the business which spans 9 separate functions covering all aspects of Life & Pension policy administration and circa 150 employees.In this time I have led my area through significant periods of change, some driven by strategic direction and more recently the onset of the global pandemic. Throughout this rapid transition to a home working operation, and the broader strategic change, I have maintained a strong focus on customer service and supporting my people.Following the most recent acquisition I have played an active role incorporating my business unit into the broader group including successfully implementing a new governance structure, employee development framework and changes to our customer proposition.I have a supportive leadership style with integrity being a primary value and a strong focus on people development. I am a highly organised individual with excellent communication and relationship building skills, driven by challenge and achievement of goals.

During my time in this role my area of responsibility was very similar to that of my current role. ReAssure acquired the business unit from Quilter following which the business became ReAssure Life.In this period I supported the business through the separation with no impact to our customers and guided my people through the TUPE process, maintaining a high level of communication and engagement throughout.Also through this period I was responsible for implementing a number of product reviews impacting our customers which included remediating over 14,000 customers following the FCA’s thematic review of financial institutions. I also successfully implemented a number of strategic changes to our book of business including migrating 6,000 customers to an improved Pension product achieving a high degree of customer satisfaction in the process.Customer outcomes and experience is a key priority for me and I successfully implemented a number of Operational Excellence tools resulting in significantly improved service levels, area productivity and team engagement. This programme of change also had a heavy focus on people development and included the implementation of a mentoring programme with a focus on leadership development.

This role and my responsibilities within it were the same as for those under my Head of Heritage Customer Services role with Quilter. My position simply transitioned through the separation of the business from Old Mutual and subsequent rebranding.