Francesca Darvill Email & Phone Number

London, England, United Kingdom

London, United Kingdom

I have sole responsibility for all broker networks for Hiscox UK, to fuel the profitable growth with all our major network partners, by ensuring our relationship is first class at all levels and delivers long term value to Hiscox, the networks and brokers.Responsibilities include: • Working closing with senior management teams of our partners and internally at Hiscox to achieve profitable growth targets • Leading joint strategic account planning to develop mutual performance objectives, financial targets and critical milestones for a 1-3 year period • Oversight of our Reach team, offering a central service for our networks to ensure service and efficiency is the top priority for our network brokers • Ensuring the overall Hiscox teams understand the benefits the networks can bring to the wider business and developing strong relationships with them at all levels • Handling escalations and complaints from any of the networks or member brokers

Colchester, United Kingdom

Responsibilities include:• Specialising in eTrade and eCommerce for Schemes; developing appropriate solutions for both internal and external parties• Working with brokers to understand their eCommerce needs, consulting on and delivering bespoke solutions • Building and managing relationships internally and externally • Vendor management• Reviewing existing solutions to ensure they deliver growth

Colchester, United Kingdom

Responsibilities include:• Specialising in e-trading; developing appropriate solutions for both internal and external parties • Building and managing relationships with various third party providers• Working with the business to create business cases, understand & control project scope and present suitable options for delivery to both internal and external parties• Ensuring solutions delivered feed into overall group strategies• Presenting progress updates to various levels of senior management to suit individual styles • Working with internal and external providers to produce effective plans of execution• Working closely with both analysis and quality assurance teams (internal and external) to ensure the end deliverable is fit for purpose• Liaising with the business and third parties to overcome problems • Communicating regular project updates to whole company divisions to gain and maintain buy-in

Ipswich, United Kingdom

Responsibilities Include:• Manage concurrent projects, driving the project teams from start through to completion• Define project scope, objectives, milestones and deliverables• Ensure business requirements are suitably defined, understood and signed off• Coordinate and manage project reporting, project reviews and project steering meetings• Pro-actively manage project risks and issues and minimise their impact on the project• Regularly communicate project expectations to team members and stakeholders and use their feedback to optimise progress• Understanding external industry regulations and dependencies • Managing third party vendors to ensure integration with internal delivery schedules• Establishing the overall success criteria for a project, including; time, cost & performance parameters• Monitoring actual expenditure figures against project budgets of £1m+• Ensuring that each stage of the project is progressing to schedule• Negotiate use of resources and resolve conflicts• Creating realistic and achievable project plans• Regularly updating company directors with project progress and CAPEX expenditure

Ipswich, England

Responsibilities Include:• Scoping the strategic approach for the implementation of system/process enhancements • Devise & execute change plans for the delivery of system/process enhancements into Operations• Work closely with the BSD to support the integration of technical & operational requirements • Involve ‘end users’ & provide recommendation of change design to relevant stakeholders• Provide verification & supervision of actions required, to support delivery against agreed plans • Work closely with Operations Staff to maximise system/process efficiencies and promote high cost benefit changes• Support & liaise with L&D and Communications Teams to ensure collaboration of training and employee engagement factor• Actively engage in the test review of planned system releases ensuring critical operations processes are covered.• Ensure all process documentation exists for critical systems & is clearly translated into the work instructions trained.• Organise & communicate the change ‘pipeline’ to the Operations Team.• Identify risks associated to the delivery of change and provide understanding of impacts to process or delivery to key stakeholders through regular communications.

Responsibilities Included: • Project Management and implementation• Managing change and communicating the benefits• Process reviews – challenging current ways of working to deliver improvements• MI reporting• Setting KPI’s and targets• Managing under-performance• Developing and coaching staff• Delivering outstanding customer service myself and through others• Complaint escalations handling and negotiating• Understanding customer needs through introductory visits and health check calls• Managing client relationships – dealing with over 75 high profile group portfolios• Ensuring 97% of accounts are invoiced each month• Proactively collecting over £2m per month

Ipswich, United Kingdom

Responsibilities Included:• Managing relationships with over 37 brokers and more than 1300 supplies• Ensuring personal and team KPI’s are met• Problem solving• Ensuring accurate and timely invoicing• Delivering outstanding customer service, in line with the company’s USP• Complaint handling• Ensuring payments were collected in line with contracts• Building internal relationships with different departments to further my knowledge• Resolving customer queries

Ipswich, United Kingdom

Responsibilities Included:• Managing 6 in-house engineers and their daily workload• Managing a network of sub-contracted engineers across the UK• Managing under performance• Handling customer queries and complaints• Generating new and repeat business for both our company and our sister company• Contract completions• Handling customer invoicing and payments• Personal assistant duties to the CEO and senior management team