Graham Savill Email & Phone Number

Bournemouth, England, Gb

London Area, United Kingdom

The Financial Ombudsman Service is an independent organisation that resolves disputes between consumers and financial service providers, offering free and impartial adjudication on issues related to banking, insurance, investments, and other financial products.Reporting into the Chief Technology Officer, I oversee all Business Applications (Development/BAU), Knowledge Management, Websites/Portals (Support/Maintenance/Development), and Data Engineering (Data Warehousing/Analytics/Reporting/Data Science). Leading a division of 200+ staff (internal & external) I am responsible for: • Shaping and aligning the technology strategy with the organisational goals, while owning the Applications Portfolio.• Maximising technology value through strategic vendor selection and management.• Ensuring high system performance, quality delivery, and best practices in software / data engineering.• Implementing effective digital transformation initiatives such as, Machine Learning ML, Intelligent Automation IA, and Artificial Intelligence AI, • Optimising cloud systems and the application ecosystem to drive business growth while safeguarding the security of the application estate• Managing technology budgets for financial efficiency and strategic alignment.• Ensuring robust security and compliance through risk management and governance.

Manchester, England, United Kingdom

BES Group is comprised of several companies that specialise in providing comprehensive testing, inspection, certification, and asset reliability services across the UK. They cater to a wide spectrum of engineering sectors, ensuring that equipment and assets meet safety and quality standards. Their expertise is crucial in promoting operational excellence, compliance, and the overall reliability of machinery and infrastructure across various industries.Reporting directly into the Group Chief Information Officer, I hold responsibility for overseeing the group-wide technology infrastructure supporting our various business operations. This includes CRMs, Policy Administration Systems, Engineer Planning and Reporting software, Mobile Apps, and eTrade Technologies. These systems are vital for optimising efficiency and empowering our employees (~ 2,000 ) to deliver exceptional services to our clients.⦁ Personally driving and executing a comprehensive technology strategy aligned with the overall business objectives, to foster innovation and gain competitive advantage through the successful execution of a dynamic program comprising of 30+ large-scale projects throughout the group.⦁ Spearheading the integration of acquired businesses into the BES Group technology stack.⦁ Establishing strategic partnerships with key technology vendors to ensure access to cutting-edge resources and expertise.⦁ Leading a department of direct reports, as well as directing employees from across the Group in a matrix-style environment to ensure effective program and project delivery.⦁ Championing a culture of continuous improvement and knowledge sharing within the technology teams, fostering professional development and innovation.

Manchester, England, United Kingdom

I was entrusted with a pivotal role in the BES Group, where I held responsibility for the core Sales, CRM, Policy, and eTrade technology stack. My primary mission revolved around shaping and executing the strategic vision for these systems, playing a critical role in supporting BES' ambitious growth plans.⦁ Lead a high-performing technology team, fostering a culture of innovation, collaboration, and continuous improvement.⦁ Identified and evaluated emerging technologies, ensuring they aligned with the organisation's long-term goals.⦁ Oversaw the end-to-end management of the Sales, CRM, Policy, and eTrade technology stack, ensuring optimal performance, scalability, and security.⦁ Worked closely with senior Exec to define and execute technology initiatives that support BES’ growth objectives.⦁ Drove digital transformation efforts to modernise systems, improve efficiency, and enhance engagement.⦁ Built and maintain strong relationships with technology vendors and ensuring service levels meet expectations.⦁ Recruited, mentored, and developed top talent, fostering a culture of learning and professional growth within the technology team.

London Area, United Kingdom

BUPA is a healthcare and insurance company that offers a range of medical and health services. They provide private healthcare, health insurance, and wellness solutions to individuals, families, and businesses. BUPA's primary aim is to help people access quality healthcare and support their overall well-being through a variety of medical and health-related services.I was actively involved in the largest Microsoft Dynamics 365 implementation in Europe, where my primary responsibility was to ensure that the design and implementation of technical solutions aligned with the business requirements. Within one of BUPA's largest transformation programs, I was responsible for designing and leading technical solutions that enabled seamless end-to-end customer journeys for a wide range of services offered by BUPA. These services were distributed through Direct, In-Direct, and Aggregator Sales Channels.• Successfully implemented Agile methodology and new working practices.• Effectively lead and managed both offshore and onshore teams.• Demonstrated expertise in program management.• Skilfully planned and executed improvements across a range of technologies.• Oversaw CI/CD (Continuous Integration & Deployment).• Crafted solutions spanning various technologies, including CRM, Power Apps, Portals, In-House Systems, Data Warehouses, APIs, Integration Layers, Marketing/Email, and Document Management.• Implemented robust data quality controls and successfully executed data migration initiatives.• Oversaw migrations from legacy systems, ensuring smooth transitions.

Remote

The Chartered Institute of Building (CIOB) is a small not-for-profit membership organisation that focuses on advancing and promoting excellence within the construction and built environment industry. It accomplishes this by providing education, professional development, and resources to individuals and businesses involved in construction, ensuring high standards of competence, ethics, and sustainability in the field.During my tenure at CIOB, I held the responsibility of ensuring that the CRM aspects, processes, and systems were aligned with CIOB's present and future business objectives. Working closely with Board Level Stakeholders in shaping the long-term strategies for various membership platforms, including Dynamics CRM, Our Membership Portal, Learning & Development System, Marketing Platform, and Data Warehouse.• Successfully implemented a 'Best Practice' service delivery model for our technical teams, resulting in improved delivery and testing, efficient management of defects, and reduction in technical debt.• Enhanced service desk management through effective reporting, SLA management, and reduction in the number of tickets.• Implemented Azure DevOps for streamlined work and backlog management, robust system development controls, and adoption of Agile methodologies.• Managed and nurtured teams of Technology, CRM and Data professionals.• Management of various third-party suppliers and vendors.• Budgetary responsibility for projects, internal and external resources, travel, and systems.

LV= is a financial services company that specialises in insurance, retirement, and investment products. They offer a wide range of insurance options, including car, home, travel, and life insurance, as well as pensions and investment solutions. LV= is dedicated to helping individuals and families protect their assets and plan for their financial future, providing them with peace of mind and security.As a senior strategist and leader, I spearheaded the development of a comprehensive CRM infrastructure roadmap, aligning it with long-term business goals. This infrastructure integrated Azure, MS Dynamics, dotDigital marketing platform, and a sophisticated data integration layer. This system supported key business areas including Protection, Retirement Savings Investments, and Equity Release.• Led the design and implementation of robust data integrations between CRM, core applications, and Data Warehouses.• Successfully introduced Agile and system methodologies, enabling continuous integration and deployment.• Budgetary responsibility for the CRM infrastructure and supporting platforms.• Oversaw the management of various third-party suppliers and vendors.• Drove the implementation and utilisation of reporting tools such as SSRS, PowerBI, and Data Cubes.• Delivered full integration of marketing activities into CRM, including email campaigns and web tracking.• Led the development of end-to-end customer journey roadmaps, ensuring a seamless experience.• Enhanced marketing engagement and ROI through segmentation, customer behavioural tracking, and machine learning techniques.• Streamlined sales funnel processes, resulting in improved forecasting, quote management, and sales pipeline visibility.

In my role, I was responsible for designing and constructing systems that effectively managed and provided a comprehensive 360-degree view of performance data, enabling the identification of opportunities for business growth. This involved leveraging various Microsoft Data Products, including SQL, SSIS, VBA, MS Access, and Excel.• Led the design, development, and implementation of Dynamics CRM for sales and relationship management.• Assumed responsibility for the Salesforce CRM system, successfully overseeing its decommissioning in 2017.• Spearheaded the migration from Salesforce to Dynamics CRM, ensuring a smooth transition.• Managed and facilitated upgrades of Dynamics CRM from 2011 through 2013, 2015, and eventually to 365.• Automated data migration between the Sales and CRM Systems, achieving seamless integration, particularly in the pre-sales phase.• Constructed a sales retention system that resulted in annual savings of £2.5 million.• Enhanced operational efficiency by automating processes, reducing the workload for sales teams by approximately 60 hours per week (7% time savings).• Designed and developed a robust KPI auditing and reporting system for sales and service

In my role, I held accountability for effectively managing and implementing change initiatives to achieve predetermined objectives, deliverables, and benefits, while adhering to strict time, cost, and regulatory constraints. These projects were executed using various project methodologies.• Successfully improved the call handling rate from 80% to 92%, resulting in enhanced customer service and satisfaction.• Significantly increased the amount of business put on risk from 60% to above 70%, driving revenue growth and maximising opportunities.• Successfully reduced the average wait time from business submission to going on risk, improving overall operational efficiency.• Implemented measures that effectively reduced the amount of commission sacrificed by advisers, optimizing revenue generation.• Achieved a notable increase of approximately 25% in the volume of protection business sold, contributing to overall business growth.Projects Delivered:• Led the implementation of robust money laundering prevention measures, ensuring compliance with regulatory requirements.• Managed the seamless migration of the telephony system, enhancing communication capabilities and efficiency.• Successfully delivered multiple system improvement projects within the Salesforce CRM framework.• Oversaw the implementation of commission reporting systems, streamlining processes and improving transparency.• Conducted an end-to-end review of the sales process, identifying and implementing enhancements for improved effectiveness.

In my capacity as a change/project manager within the GI area, I successfully led and executed business change initiatives and projects utilising effective change and transformation methodologies. Some notable projects and achievements include:• Orchestrated the implementation and rollout of a new voice-over internet phone system, optimising communication capabilities and efficiency.• Introduced lifestyle shifts to enhance productivity and employee well-being.• Conducted comprehensive reviews of claims processes, working practices, and resource allocation, leading to significant improvements.• Implemented process enhancements across sales, service, and claims areas, resulting in streamlined operations and improved customer experience.• Ensured compliance with money laundering and financial crime regulations for the premium refund process.• Managed the implementation of a Work Management System, enhancing operational efficiency and task prioritisation.Key Impact of Change Initiatives:• Achieved an increase in call handling rates from 90% to 96%, contributing to improved customer service and satisfaction.• Reduced backlogs from over 10 days to 6 days, ensuring timely processing and resolution of customer requests.• Enhanced prevention of money laundering through cheques by 50%, mitigating potential risks and ensuring compliance.

In my capacity as a team manager, I successfully oversaw and guided teams ranging in size from approximately 11 to 18 employees, focusing on their training in motor and household insurance products.My role encompassed the following key responsibilities:• Strategically planning and efficiently allocating resources to meet customer needs and achieve the company's service levels on a daily, weekly, and monthly basis.• Ensuring compliance of all team members with internal, regulatory, and statutory standards and controls, aligning with group and regulatory requirements.• Conducting recruitment activities, including interviewing and testing candidates for customer service and team leader positions.• Effectively managing, motivating, coaching, and developing team members through Personal Performance Plans, Quality Checking, and Day-to-Day Observations.• Taking ownership of the resolution of customer complaints and dissatisfactions, ensuring timely and satisfactory outcomes.In addition to my team management role, I actively contributed to several notable projects, including:• Spearheading the establishment of a new department called '1st notification of loss,' aimed at enhancing claims handling processes and customer experience.• Driving the digitisation of physical post to improve backlog pipeline SLAs, streamlining operations and optimising efficiency.• Designing Module Training Structure and Development Pathways for Claims Representatives, enabling skill enhancement and career progression.

Verwood, England, United Kingdom

Poole, England, United Kingdom

Limassol, Limassol (Lemesos), Cyprus

Limassol, Limassol (Lemesos), Cyprus