Christopher Macleod Dip Cii Email & Phone Number

Leicester, GB

Midlands, England

Leicester, United Kingdom

Leicester, United Kingdom

Aviva UK has selected Guidewire PolicyCenter® as its new underwriting and policy administration solution and Guidewire ClaimCenter® as its new claims management system for its core Commercial Lines business - I worked as part of a selected group on the project, implementing Guidewire into the business.New Business and Renewal negotiator for Motor, Property.

Our Commercial Underwriting teams give businesses around the country the financial protection they need against numerous eventualities. That could range from liability policies, to motor fleet and property cover.In Leicester, one of our 7 Centres of Excellence, we deal exclusively with a wide panel of brokers, using our insurance expertise and first class.

Hop - Skip and A Jump -Approved representitive of Legal and General by promoting and advising on their Insurance policies.

Hanging on by my Finger nails

• Line manage, motivate, coach and develop c.18 individuals to deliver business objectives.
• Monitor and manage performance and input to key initiatives to drive sales and continually improve business performance for operational areas and telephony staff.
• Ensuring that Compliance, Regulatory topics, Health & Safety (Site Liaison Person) and Group Policies and Standards are adhered to.
• Delegated Authority Management for the Loans Division.
• Production and distribution of succession plans, operational risk reports and procedural guidelines.
• Conduct Audits, Inspections and Local Reviews with Operational Managers to ensure adherence to standards by establishing clearly defined quality methods for staff to apply by embedding key performance indicators.

• Line management responsibility for c.7 managers.
• Responsible for the real time service management within Inbound Sales, Retention and Sales Support, Outbound Sales, Retail Network (120 Branches) overflow and Alliance & Leicester Personnel Finance’s Outsourcing.
• Use resource and develop forecast models to manage all areas, feeding back statistics to improve future models and the effectiveness of sales operations.
• Utilise and analyse management information both tactically and strategically, interpreting trend analysis to drive team and function performance sharing best practice and knowledge within your direct team and peer team.
• Training staff and managers to ensure they are fully conversant with the systems used to deal with customer queries with speed and efficiency, minimising complaints.
• Operational call/contact centre experience – familiarity with call-centre operations including the use of inbound customer service and sales conversion, outbound, IVR and web based technologies, contact centres.

• Management and control of the Predictive Magellan Dialler System to maximise bonus potential for self, advisors, managers and department.
• Excellent analytical skills were essential to identify improvements within the systems, processes and personnel requirements.
• Drive the performance of assigned campaigns at site level, taking ownership for campaign communication, campaign performance, opportunities to improve and demonstrating an in-depth appreciation of what has driven.
• Shared best practice with other sites promoting consistency throughout the organisation.
• Forecasting & planning experience gained at operational level within a busy call centre environment of 52fte.
• Call Centre Technology: Overview understanding of Rockwell ACD, IVR, Web technologies and the management information they produce.