Heather Curtis Email and Phone Number
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An experienced and innovative Customer Service Director SMF24, with extensive experience in Financial Services Customer Service, Operations and Change across Platform, Pensions, Life, Banking and BPO sectors. Highly motivated, with an infectious enthusiasm for getting results quickly. People and customer focused, organised and results driven, with the ability to build high performing teams and lead others to achieve the highest standards of customer service in a highly regulated environment . CI qualified to Black Belt Level. Track record in designing and delivering multiple, complex programmes of transformation and change in demanding timescales using Agile methodology.Excellent communicator, influencer and effective manager of relationships with Clients, Stakeholders and 3rd parties at Board level.A diverse range of experience including - Lean Six Sigma/Continuous improvement, business transformation, operational excellence, contact centre management , digital solution implementation plus training and development. Specialities: Lean Six Sigma /Continuous Improvement, Project Delivery, Operational Management, Contact Centre Management, Training and Development , Outsourcing, Finance, Banking, Life, Wrap Investment Platform, Procurement, Sustainable Transport, Mobility as a Service and Business Start Up.
M&G Wealth
View- Website:
- mandg.co.uk
- Employees:
- 1756
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M&G WealthUnited Kingdom
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Director Of Wealth Operations And Customer ServiceM&G Wealth Jan 2023 - Sep 2024Fenchurch Street, England, GbCustomer Service Director (SMF 24) for M& G Wealth Platform and Director of Prudential Retirement Account with combined >£30bn AUA, plus key outsourced operations. An experienced people, strategic and customer/adviser service transformation leader in a global operations business.Business lead for Consumer Duty and highly successful offshoring programme, in parallel with design and development of digital services with Change and IT SMEs. Delivered multiple cost reduction programmes while continuing to drive higher standards of service and accountability across teams.Board member - multiple boards. Completed internal Talent programme in 2023. Speaker and presenter at internal and external events. -
Head Of Wealth Platform OperationsM&G Wealth Sep 2019 - Jan 2023Fenchurch Street, England, GbHead of Wealth Platform Operations (SMF 24) for a £16bn Wrap Platform, leading a high performing Operational Management team, global Customer Service, Business Readiness and support functions including Complaints, First Line Risk, Financial Crime, Operational Resilience and Quality Assurance.Working closely with 2nd Line Compliance, Risk, Ops Res and Audit senior colleagues, to ensure that we protect customers, the business and shareholders while growing the business., improving service and launching digital solutions.Responsible for identifying and driving customer and adviser journey improvements, partnering with Sales Director on growth and strategy.Member of Exec Board
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Head Of Business Readiness - Protection And Group PensionsRoyal London Sep 2017 - Sep 2019London, England, GbPensions and Life Business Readiness Lead for RL Group Operations. Responsible for:- Delivery of Pensions and Protection Changes programmes and customer journey/CX/AX improvement activity into Group Operations- Leading high performing team of Project Coordinators, Customer Journey Managers/Analysts and Trainers- Group Operations Training and Development - Design, Management and delivery of Group Customer Services (Pensions, Protection, Underwriting) Induction, Academy, Training & Coaching programmes- Leadership Development programme - People engagement- Lean Six Sigma qualified -
Business Improvement Consultant (Uk & Offshore)Capita Mar 2016 - Jul 2017London, England, GbRole • Senior Operational Excellence Programme Consultant, working across multiple market leading Life and Pension businesses (20 million+ policies), in UK and India.Responsibilities and achievements• Building and presenting business cases with recommendations at Board Level across multiple projects including: E2E customer journey improvements, digital solutions and quality assurance transformation • Identifying strategic opportunities to standardise processes, remove waste and drive the optimum customer experience across divisional functions• Securing support of account Life & Pension Account Managing Directors and positively influencing SMT and subject matter experts to successfully deliver, track and measure improvements • Delivered Quality Assurance review and transformation project across key L&P accounts (8m+ policies) in UK and 3 sites in India. Working with Divisional Risk, Compliance and Frameworks to simplify and modernise the QA process, improve root cause analysis and drive tangible improvement activity to enhance customer experience, and reduce costs -
DirectorRevolutionall Ltd Sep 2014 - Feb 2016Collaborating with International Tech Companies, Scottish Enterprise, Local Authorities, Transport Operators and Transport Scotland to deliver low emission, MaaS and connected transport projects. Identifying new solutions, sourcing funds, and writing bids to drive a improved and connected customer experience across multiple modes of transport, particularly electric vehicles. Responsibilities and achievements:• Transformational project leadership and delivery using Customer Thinking/Lean Six Sigma methodology review of transport providers, map all transport processes, understand the 'real' customer experience, transport operator challenges and to recommend global solutions • Strong stakeholder and project leadership skills at board level - building relationships with Tier 1 partners, Local Auth and Scottish Government to attract inward investment to UK
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Head Of Continuous ImprovementCapita Jan 2013 - Sep 2014London, England, GbLean Six Sigma/Continuous Improvement Programme Manager, to Black Belt level, with extensive experience in Life, Pensions and BPO. Responsible for creating and delivering a challenging and fast paced programme of change, in a multi client outsourced environment in the UK and IndiaRole, skills and responsibilities: - Recruiting and developing a new (and self funded) Continuous Improvement Team to deliver an innovative'customer focused' programme of business improvement, in partnership with key Clients - focused on E2E customer experience improvement, non value add process waste removal, capacity release, inbound and outbound touch point reduction, FCR improvement, UK/India hand off reduction, and overall cost base reduction in a regulated environment - Strong Stakeholder management and influencing skills at Board level, and reputation for motivating people and getting results quickly - Project delivery with clear, measurable customer experience improvements and cost reduction at scale across multiple businesses - Designed and succesfully embedded a Lean and 'customer thinking' culture, through design/launch of an idea generation initiative engaging our front line people - Piloted and implemented Speech Analytics across client contact centres
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Operations ManagerRoyal London Jan 2011 - Jan 2013London, England, GbRoyal London (Scottish Provident)- Following Royal London's acquisition of the Scottish Provident brand, secondment from Bright Grey to work collaboratively with BPO Outsource company Capita, Offshore Teams (Pune & Bangalore) to deliver a challenging customer excellence programme - Designed and delivered Continuous Improvement Programme across front and back office functions in U.K. and India
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Service Delivery Manager - Bright GreyRoyal London Jun 2002 - Jan 2011London, England, Gb- Responsible for Contact Teams, Technical Help Desks, Training Team and Continuous Improvement in a dynamic new life assurance company. - Joined this unique B2B Protection company pre launch, involved in the design delivery of processes from scratch, recruitment and training, creating a customer focused culture and menu based products. Quickly achieving the respected Financial Adviser 5 Star award, voted by IFAs - Management of relationship with Sales Teams, IFAs and 3rd party suppliers - Experienced in the design and release of Microsoft Dynamics CRM - including operational process redesign, training programme, UAT, OAT and roll out - Medical Underwriting Operational Excellence Programme Lead - processes and customer experience review using Lean and Vanguard Customer Thinking methodology- Design and delivery of Protection OpsTraining, Academy and Coaching - Winner of Regional and UK National Training Awards for innovative design of underwriting training, removing 6 months from the training processes and substantially increasing QA
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Call Centre ManagerVirgin Media Jun 2000 - Mar 2002Reading, Berkshire , GbCall Centre Manager in a fast paced 500 seat Call Centre handling 10-15k calls per day. Key responsibilities and achievements: - Leading multiple teams to achieve demanding KPIs in a pressurised environment - Performance management, coaching and training - Complaint management - Launch of digital TV
Heather Curtis Skills
Heather Curtis Education Details
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Chartered Institute Of Bankers In ScotlandMcibs
Frequently Asked Questions about Heather Curtis
What company does Heather Curtis work for?
Heather Curtis works for M&g Wealth
What is Heather Curtis's role at the current company?
Heather Curtis's current role is Director of Customer Service and Operations.
What is Heather Curtis's email address?
Heather Curtis's email address is he****@****rey.com
What schools did Heather Curtis attend?
Heather Curtis attended Chartered Institute Of Bankers In Scotland.
What are some of Heather Curtis's interests?
Heather Curtis has interest in Health.
What skills is Heather Curtis known for?
Heather Curtis has skills like Stakeholder Management, Training Delivery, Financial Services, Change Management, Project Delivery, Coaching, Call Center, Team Leadership, Business Analysis, Account Management, Customer Service, Performance Management.
Who are Heather Curtis's colleagues?
Heather Curtis's colleagues are Menna Mohamed, Badr Boushabi, Tim Huband, Karen Bailey, Nick Singh, Soniah Wotto, Mike B..
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