Business Insurance has evolved in today's digital world An alternative to the slow, outdated and inefficient way business insurance was traditionally arranged.Say goodbye to one-size-fits-all business policies that have you paying for extras you don't need!We're one of the UK's fastest-growing insurance providers, offering comprehensive cover for SMEs and the self-employed across the UK. Our expert team can tailor your insurance to meet your individual business needs, and… Show more Business Insurance has evolved in today's digital world An alternative to the slow, outdated and inefficient way business insurance was traditionally arranged.Say goodbye to one-size-fits-all business policies that have you paying for extras you don't need!We're one of the UK's fastest-growing insurance providers, offering comprehensive cover for SMEs and the self-employed across the UK. Our expert team can tailor your insurance to meet your individual business needs, and compare prices from our Lloyds of London approved partners. Show less

During this fast paced, fun and dynamic environment role, I • Coordinated multilingual global contact centre teams covering sales, services, compliance and governance, training, and account management (Circa 240 FTE)• Enhanced business operations, improved customer satisfaction and client retention by developing and implementing agile methodology to the business and establishing clear strategies. • Devised specific change management plans for training and orientation of… Show more During this fast paced, fun and dynamic environment role, I • Coordinated multilingual global contact centre teams covering sales, services, compliance and governance, training, and account management (Circa 240 FTE)• Enhanced business operations, improved customer satisfaction and client retention by developing and implementing agile methodology to the business and establishing clear strategies. • Devised specific change management plans for training and orientation of employees.• Built a platform making decision and discussion related to service delivery, operational costs, and client delivery. • Undertook cost control and overheads relating to the business, ensuring profit margins are met and maintained (circa £4.5M P&L).Accomplishments were:• I implemented next generation system solutions to refresh the market proposition with higher margin solutions – EBIT increase of 10%.• I performed culture change, removal of roles from the UK to India over a six-months period to create improved no voice option for low value SME clients, removal of 40 FTE from Alton at a saving on £500k to the business.• I reduced 20% operational costs by improving contact centre performance, culture, governance and compliance, agent performance, MI, and building overflow teams. • I achieved 91% renewal rate in 2019, up 2% on 2018 by supporting the Client Services Director in defining the operational and account strategy for 350 service lines.• I minimised staff attribution by 15% over six-months created an operational talent pool by optimising the skills of existing team by working in collaboration with HR group to define career paths, role profiles and competencies.• I encouraged staff within the contact centre to achieve an engagement score of 94%, eNPS increased by +24%. Show less

During this role, I was responsible for:• Reporting to chief Operating Officer, orchestrated five UK contact centres of 950 FTE. • Establishing a customer centric culture for delivering desired call quality outcomes. • Identifying needs and demands for uplifting capability by executing system thinking capability review across all sites. • Designing and introduced skills programmes, talent initiatives, and opportunities across 950 sales and service advisors with positive… Show more During this role, I was responsible for:• Reporting to chief Operating Officer, orchestrated five UK contact centres of 950 FTE. • Establishing a customer centric culture for delivering desired call quality outcomes. • Identifying needs and demands for uplifting capability by executing system thinking capability review across all sites. • Designing and introduced skills programmes, talent initiatives, and opportunities across 950 sales and service advisors with positive impact on GWP. • Partnering with business and project delivery teams to deploy and operationalise new windows10, west telephony, collaboration tools skype for business platforms, and new ways of working. • Collaborating with IT controls procurement, project, and business teams for reviewing system access licences and control processes.Accomplishments were:• I managed NPS program for all sites from -12% to 35% by building a collaborative internal team within each site.• I re-designed internal CRM systems, business processes and call quality monitoring to improve business efficiencies by 20%.• I directed stakeholder of seven MD from various contacts centre to embrace a journey of system change and competency Show less

In this role, I:• Coordinated team of 570 multilingual FTE across various international sites across Brighton, Copenhagen, Egypt, Hong Kong, UAE, and Spain. • Headhunted for multi-lingual customer experience of 5M customers across 192 countries. A• Acted as service delivery lead for new global propositions and multilingual digital capabilities for representing customers voice as well as redesigned internal approach to customer experience. • Accomplished holistic service… Show more In this role, I:• Coordinated team of 570 multilingual FTE across various international sites across Brighton, Copenhagen, Egypt, Hong Kong, UAE, and Spain. • Headhunted for multi-lingual customer experience of 5M customers across 192 countries. A• Acted as service delivery lead for new global propositions and multilingual digital capabilities for representing customers voice as well as redesigned internal approach to customer experience. • Accomplished holistic service delivery mechanism to improve user experience and align customer journey by implementing matrix management model to integrate 200FTE service teams. • Enhanced operational efficiency and cost to serve customer value indicators by delivering several high profile projects. • Identified challenges faced by customers and employees, including root cause analysis, improving staff skills, commission structures, KPI strategy, skills gap analysis, coaching and motivational needs, and realignment of sales and service teams ensuring the customer was always pivotal in contact strategies.My accomplishments were:• I boosted customer lifetime value by 46%: circa 2,226 members to 3,895 members.• I performed significant transformation change of redeployment of roles (400 FTE), led project over 18-month period, cost saving of £23M to Bupa.• I recognised by Bupa talent pool, received executive coaching and training as a talent participant. On completion, asked to facilitate/mentor the management talent pool over a 12-month period. • I accelerated Net Performer Index from + 3 to +15 over 12-months through customer satisfaction improvement, skills gap analysis, and workflow and dedicated coaching. • I also launched and implemented a new 25 seat lead generation team to further service our web channel and provide the sales team with warmed leads, increasing conversion from 10% to 24%. Show less

In this role, I:• Introduced a coaching methodology to ensure individuals were effectively coached and monitored • Reviewed and implemented changes relating to various business areas to improve efficiency, capability and reduce overall costs • Reorganised sales order capture, into a more structured process to cut down on errors and increase efficiency. Processing errors down from 1.5% to 0.6%

In this role, I:• Undertook B2B affinity and affiliate relationship building and contract management such as Building Societies, Brokers and Adverse Credit companies. • Improved customer experience by redesigning administration work streams and team skills sets. • Analysed untapped B2B opportunities to canvas and passed through to third parties for additional revenue (generating an additional 120k per annum). • Delivered various tasks, including maintaining required SLAs and… Show more In this role, I:• Undertook B2B affinity and affiliate relationship building and contract management such as Building Societies, Brokers and Adverse Credit companies. • Improved customer experience by redesigning administration work streams and team skills sets. • Analysed untapped B2B opportunities to canvas and passed through to third parties for additional revenue (generating an additional 120k per annum). • Delivered various tasks, including maintaining required SLAs and KPIs, supplying regular feedback, complying documentary evidence with supporting management information and future opportunities as a value-added service to the client.My accomplishment was:• I developed and implemented sales strategies to maintain and drive business growth resulting in the total acquisition cost reducing by 50%. Show less