Christopher Ward Email & Phone Number

Manchester, England, United Kingdom

Responsibility to deliver resolution of complaints across the business in accordance with all regulatory obligations and commercial plans. Accountability for Complaint Handling Framework, Policies & Procedures across the business. Organising, managing and controlling the central complaints teams to ensure performance objectives are achieved in line with the agreed business strategy and objectives. Deliver reporting and analysis to all levels of management up to and including BoardDelivering complex commercial complaints decisions for high profile and/or sensitive customer complaints, from receipt to resolutionMember of the Operations Senior Leadership Team and of a number of Executive and sub-executive decision making committees, accountable in strategic leadership and supporting business change and innovation across the directorateActive industry engagement in both the insurance sector and wider complaint handling arena via working groups, seminars and other eventsCertified under the FCA SM&CR regime and accountable for regulatory complaint reporting and FOS engagement

Manchester, Greater Manchester, United Kingdom

Led operational Governance and Control Framework and reporting, delivering agreed business outcomes aligned to Executive, Board and the business strategic plan. Led the Operational Governance Framework, ensuring the timely and accurate preparation of MI packs to Leadership Teams, enabling and facilitating effective decision making. Led the tracking, reporting and management of 1st line risk ensuring the Operational Risk Management and Control Framework meet business and regulatory requirements. Delivered operational insight and performance analysis to Leadership Team stakeholders enabling effective Leadership Team decision making.

Manchester, Greater Manchester, United Kingdom

Led the design, development, implementation and on-going BAU delivery of a clear Quality Strategy and improvement cycle across the Claims Department, delivering proven quality improvements across all areas of the balanced scorecard. Established a team offering expert level advice to frontline and leadership colleagues on quality claims handling based on industry best practise, regulatory frameworks and their embedding into operational areas.

Manchester, Greater Manchester, United Kingdom

Responsibility for the development of in-depth business reporting and investigations, identifying key business process and customer outcome led changes required. Development and management of BAU reporting against a set of core measures to leadership including budget control, colleague recognition and communication management.

Manchester, Greater Manchester, United Kingdom

Management initially of a portfolio based claims team, handling Home product claims, management of automated payments, reviewing and authorising claim settlement. Operational management covering process reviews, HR management including coaching and development, operational planning and reporting, additionally technical claim queries.

Manchester, Greater Manchester, United Kingdom

Manchester, Greater Manchester, United Kingdom

Manchester, Greater Manchester, United Kingdom

Manchester, Greater Manchester, United Kingdom

Bsc, Chemistry

Education record