Appointed as the Head of Insurance, Claims & Driving Development in January 2022 reporting directly to the Chief Executive Officer. Responsible for managing all vehicle insurance requirements along with an in-house motor claims operation for the company's 5,000 EV Fleet with all non-fault accident claims and recoveries conducted on a self-insured basis. Following initial appointment, responsibilities expanded to include the management of the company’s Driving Development Department consisting of a team of 5 ADI Qualified Driving Assessors and tasked with leading, improving and developing all risk analyses measures in assessing new and existing customers driving performance.

Promoted to BTE Claims Manager's role for Abbey Legal Protection and Cigna Legal Protection due to Markel International's purchase of both legal protection businesses with direct reporting to the Head of Claims for Markel International. Managed two legal Expenses Claims teams across two different locations with diverse processes and clients.o Appointed lead for conducting a detailed analysis of all the former three separate businesses' claims procedures, coming up with a sole best practice and implementing the newly created entity's claims procedure.o Led and managed the creation of a new First Notification of Loss (FNOL) procedure and the required team within the Markel Law Legal Advice Telephone Helpline to streamline the legal advice and claims procedure for policyholders. o Established systems to increase policyholders' capability to submit claims via an online platform.o Sourced specialised panel law and tax firms and established strong relationships to develop efficient claims referral procedures and supplier management frameworks which included service level expectations and KPIs.o Developed and maintained claims handling services for external insurance companies and managed supplier relationships with the External Panel Solicitors and Legal Service Providers. o Monitored and analysed the critical operational and technical claims data and identified critical processes. o Controlled the departmental budgets for claims costs and expenses and shared insights with the Claims Management Leadership team. Shared monthly performance reports that depicted adherence to the external and internal KPIs.o Hired, developed and delivered technical training across the Claims divisions, and managed the staff's performance appraisal within the departments through in-person KPIs discussions.o Guided and supervised the technical claims and handled complaints, identified areas of improvements and implemented appropriate initiatives.

Promoted to this position in April 2010 following over three years as a Legal Expenses Team Leader, reporting to the Head of Claims (Europe) and handled responsibilities for the BTE Claims Department and Technical Claims Unito Monitored, reported and analysed key operational and technical claims data to ensure operational excellence and shared timely and reliable KPIs to improve any identified inefficiencies. o Managed the relationships with the external panel solicitors and legal service providers and handled contractual negotiations, performance management and training to achieve seamless services.o Responsible for recruitment, development and performance management of the staff across claims division and other departments, including monthly and yearly KPIs creation and evaluation. o Managed the department budgets, claims costs and expenses and supported the Claims Management Leadership team.o Designed and implemented improvement initiatives within the department and with external key supplier services. o Played a key role in supervising and directly handling the technical claims and complaints and ensured timely resolutions.o Planned, executed and followed-up a detailed auditing programme of internal quality and external suppliers.