Andrew Porter Email & Phone Number

Sydney, Australia

Sydney, Australia

Reported to Head of Service Operations at TAL - one of Australia’s leading Life Insurers. Member of the Service Operations Leadership team. Key challenge of the roles was to provide technical and quality assurance services to internal and external customers, plan and deliver Business User Acceptance Testing and ad hoc compliance rectification projectsAchievements• Planned and delivered business testing for IT and Product developments with all testing completed in agreed timescales• Delivered completion of complex compliance remediation projects in agreed timescale• Migrated complex business processes into team, implemented QA practice, identified and filled process and product knowledge gaps ensuring successful technical support provided

Sydney, Australia

Reported to Head of Service Operations. Member of the Service Operations Leadership team. Key challenge of this role was to develop a customer centric service approach in the team, deliver excellent customer service and provide business input to product developments, process improvements and other business projectsAchievements• Implemented personalised training and development plans 2015-2017 resulting in improved customer responses and significant uplift in quality assurance measures• Implemented capacity planning methodology into team resulting in productivity uplift over 1-year period • Continuous improvement approach through engagement with stakeholders in Sales and Product teams - resulting in improved processes to support increasing or retaining in-force business

Cardiff, United Kingdom

Fixed term contract within Lloyds Banking Group plc - the largest UK based bank - remediating cases of miss-selling of personal protection insurance. Role involved investigation and evaluation of the sale through direct customer contact and reference to bank’s records to determine equitable outcome Achievements• Met and maintained strict technical compliance quality measures and completed agreed case volume targets• Extensive customer contact ensured my influence and relationship building skills were used effectively to gather relevant information to resolve complaints speedily

United Kingdom

Reported to Director, Intermediary Sales and member of Divisional Leadership Team. L&G are the UK’s leading Life Insurer with over 9 million customers. Responsibility for delivering sustainable premium income and primary market share for 11 key online and telephone distribution partners based across the UKAchievements• Developed and successfully implemented distribution strategy for sector including:o Tailored business plans per account to deliver profitable income growth and increased market shareo Joint targeted marketing campaigns with key partnerso Introduced key risk and retention targets, rewarding quality and sustainable business practiceo Negotiated retention campaigns and targets with key partners o Competitor analysis matrix that identified market changes and threats to market share • Increased new premium revenue by year on year for period 2011-2013, achieving highest market share of the key partners retail insurance business and met agreed premium retention targets • Led collaboration with industry peers to review lead provider issues, resulting in greater awareness of best practice for distributors and improved business quality and retention for providers

Cardiff, United Kingdom

Reported to Sales Director and was member of Divisional Leadership Team. Key challenge of the role was to lead team of 23 telephone-based consultants and 3 sales managers to meet premium income and retention targets for business distributed by financial advisers across the U.K. Achievements• Designed and implemented sales strategy plan including revised metrics and targets for the team, resulting in delivering agreed premium targets and increased market share• Introduced training and development programs resulting in 100% of team becoming professionally qualified and promotions to more senior Business Development roles for members of the team• Responsible for annual budget of GBP £1.4m with an average underspend of 17% per annum through productivity gains

Cardiff, United Kingdom

Reporting to Chief Operations Officer and Head of New Business Operations, I undertook several senior roles in the Retail Insurance service operations division. Key challenge was to deliver excellent service, within budget, in line with regulations and a constantly changing environment Achievements• Successfully recruited and built up new business service and contact centre of 123 people in period 2006/7, playing a major part in securing an industry service excellence award for the Retail Insurance division• All internal and external audits undertaken resulted in a “satisfactory” classification• Continuous customer experience and process improvements approach, through honest and collaborative approach with key distribution partners and Sales Teams