Growing revenue, reducing cost and optimising performance of people and process, harnessing technology bringing happier customers.- DirectorHighly creative and efficient “right-hand” 👏for building, improving, growing, changing and running businesses.Sectors; legal, insurance (incl. Claims Loss Adjusting Supply Chain)Specialisms : BPO, LPO, KPO, Contact Centre, Back-Office, Resource Planning, Target Operating Model (TOM) and Operations. Ai augmentation of transformation.

DWF LAW - Global Legal Services business.Delivered the design and implementation model for insurance legal services operating model - with lower cost centres and system implementation sitting alongside legal advisory delivery - responsible to the divisional CEO, sitting on the Exec.Demonstrable top quartile profit contribution for low cost, very high volume Motor product. Built a high performing Motor Volume department of 150FTE servicing Motor claims legal Credit Hire, Personal Injury defence and Subrogated Motor RecoveriesDelivered framework contract onboarding for multi -million pound framework contracts.Successfully introduced a new work management system for a very high volume low cost insurance services product that was core to a client contract win for one of the world’s largest insurers.Introduced a data science lead “augmented intelligence” legal claims tool “Ivy” as a result of a product I scoped and was then enacted through a knowledge transfer partnership with Manchester University that was then shortlisted for 2021 Legal Innovation Awards that demonstrably supported lifecycle management in claims as well as supporting providing counter-settlement support for files handlers.Built a high performing Business Intelligence and Improvement Team. Delivered a level of standard legal insurance volume delivery not previously experienced.

DWF LAW - Global Legal Services business.Responsible for the Operational Delivery, profit contribution of the Insurance Legal Services (including Resolution Law) at the time a £100m+ division with 1250 people. Exec member sitting alongside divisional CEO.Responsible for the P&L including balance sheet.Delivered implementation of BT Law in-house legal and claims management business, transferring people, moving location from Sheffield to Leeds as well as migrating historic and current data to a new management system.Prepared insurance division operationally for 2019 IPO- circa 40% group revenue at the time.Onboarded multi million pound insurance client framework contracts including the aforementioned BT Law.Turned around a suboptimal volume operation (Credit Hire, PI , Small Claims and Motor Recoveries) stabilised, re- engineered its model delivering optimal performance improvements through people engagement rather than system investment.

"UK Top 25 Law Firm"Personal Injury - Operational Delivery of the Fastrack, Multitrack and Court of Protection business units within IM's PI Division, at the time a £140m+ division. Delivery sites included the UK and an operating site in the Asian sub-continent.Built a top quartile Business Intelligence and IT systems business improvement team. Operationalised a £15m+ pa ABS with a market leading direct insurance company for the delivery of their legal expenses PI fulfilment.Responsible for the retention of clients to commercial budgeted volume targets each year and developed ongoing operational metrics with reporting to maximise revenue, and minimise operating cost.Refactored, optimised and ran a contact centre taking over a quarter of a million inbound calls per annum on behalf of the fulfilment of Insurer legal expense contract claims Managed the outward facing operational relationships with several corporate sources of volume work.

Zurich Group - "Fortune Global 500 listed".U.K. Regional Head of responsible for the initial fix of a Motor Commercial and Personal Motor Claims site of 100 + FTE. Implemented an improved performance management framework and unlocked backlogs and historically poor performance Responsible for 6 Teams delivering a Motor Personal Injury and Credit Hire service to customers.

Zurich Group - "Fortune Global 500 listed".Offshore Head of responsible for the Performance Delivery of a 3rd Party Outsource Front and Back Office Operation of 400+ FTE. 350FTE Voice with Customer Satisfaction scores exceeded UK based C-Sat equivalent scores. All from a previously failing operation of 50FTE that had the wrong foundations for the planned growth that was subsequently and quickly reversed.Unit comprised Motor, Home and Out of Hours First Response Units; 1st Party Motor AD and Third Party Units and back office payment units. Directly responsible for the delivery of a 3rd Party Outsource VP, Senior Operations Managers, and Operations Managers.Responsible for the ongoing management of the MSA and service schedules between Zurich UKGI and the 3rd Party Vendor.

Zurich Group - "Fortune Global 500 listed".Supply Chain Consultant - responsibility for the re-engineering of Building Construction Supply Chain - annual spend £150m + ; consolidation , improved service delivery and significant technical benefits (circa £8m pa.).Identified market capability, design the tender process, and identified the key technical benefits to be delivered and then managed the ongoing relationships with two construction suppliers where annual indemnity spend was circa £45million p.a.Won Zurich Claims Initiative of the Year Award for building repair procurement an supply imitative in 2005.

RSA Insurance Group Limited - 2nd Largest UK General Insurer.Operations Manager responsible for the delivery of an in house Building Repair Network of over 200 Service Providers , with responsibility for Building Surveyors , Operations Managers and Relationship Managers.Skilled in People Management , Performance Management of third party suppliers and optimisation of customer net promoter scores.

RSA Insurance Group Limited - 2nd Largest UK General Insurer.Loss Adjuster - personal losses, agriculture, commercial perils including business interruption. Latterly managing a team of 24 building repair surveyors