Janet Eagle-Smith Email & Phone Number

Peterborough

Peterborough, United Kingdom

Peterborough, United Kingdom

Developed new product and distribution channel initiatives, contributing c£40m gross written premium to the 3 year business plan of a new insurer.

• Associate Director responsible for the Bennetts commercial programme. Managing a direct team of 3 and a matrix team of up to 40 people, across a number of functions (including IT, product development, pricing, contact centre and e-commerce) to ensure all commercial opportunities were identified, prioritised and delivered to achieve maximum profit. • Delivered a revised financial and product proposition for the UK's number one motorcycle insurance brand.• Implemented a customer retention programme achieving a 5% improvement within 12 months.• Held a Board position for the Bennetts brand and was part of the team that increased profit from £3.5m to £7.8m over 4 years.• Achieved full compliance with FSA, DMD, CCA and all other relevant legislative regulations.• Managed the insurance quotation, sales and servicing IT system re-write delivering improved customer experience and a scaleable platform for future growth.

• Senior Project Manager responsible for group-wide customer documentation cost reduction programme. • Implemented a series of customer documentation initiatives delivering annualised cost savings of £1m.• Managed a detailed analysis of all customer documentation to identify opportunities to re-engineer and drive print reductions and postage savings. • Managed director stakeholder requirements by holding regular steering group meetings to provide progress updates, highlight risks and issues and outline mitigation plans. • Prepared a strategic paper for the Group Operating Board recommending a software solution for the Group’s customer documentation printing and archiving requirements. Developed the project milestone plan and consistently delivered against these so project was on track for July 2006 completion and within phased budget at point of handover in November 2005.

• Managing a region of 25 insurance branches with 4 area managers and 115 branch employees to meet and exceed all targets and objectives whilst maximising profitability.• Delivered a 20% year-on-year improvement achieving contribution of £2m from a gross written premium of £13m in final year. • Reduced branch debt by 50% through development and implementation of process improvements that were negotiated with the Head Office Finance team and the external debt recovery agency. • Held a Board position for Budget Retail.• Managed multiple branch acquisitions simultaneously ensuring staff and customer retention targets were met and exceeded.• Strategic review and implementation of new operational structure for the internet processing unit for Localbroker brand achieving improved customer service, retention and staff productivity.• Led the project team responsible for the design and delivery of a new performance review, reward and personal development system for the retail network.• Seconded one day a week to the Group’s Internet business to implement an outbound telesales operation to increase sales conversion of internet quotations. The project was delivered 2 months ahead of original plan and achieved 30% improvement in sales conversion.

• Leading a team of 6 area managers across a network of 60 insurance branches to exceed sales targets and provide excellent service to customers.• Successful integration of ex-franchise branches into the existing own-branch network. • Seconded for 3 months to Head Office to design and implement a restructure of London branches to improve overall profitability.

Basingstoke

• Managed a region of 22 AA retail shops with turnover of £13m and 110 employees and was awarded Regional Sales Manager of the Year in 1997.• In the role of Sales and Retail Development Manager, I was responsible for development and implementation of business critical initiatives and so led the Retail business work stream for the AA group-wide customer database project. I designed the operating model for the retail business and ensured the retail business’ requirements were included in final architecture. Achieved a 50% increase in cross sales as a result of the implementation.• Developed and managed the ‘One Stop Shopping’ project which improved speed of customer service and delivered annual cost savings of £600k. Roll out of policy administration servicing system to retail branch network of 250 shops.• As Sales Development Manager for the AA Retail business working in collaboration with regional and head office management teams to develop and implement individual improvement plans for the 16 least profitable AA shops. Delivered an improved performance for the 16 least profitable shops exceeding network average by 8%.• As Head of Sales Operations I led a small team in the provision of an operational support service to the retail network and third party suppliers. • Development and implementation of a new sales strategy to reflect the change in product mix and business priorities. Led the communication and training programme for retail network employees.• Managed new product launches, for example; mobile phones, car security tracking devices, personal loans in liaison with external strategic business partners Eagle Star, Cable and Wireless and HFC bank.

• Area manager for East Anglia leading 40 staff across 8 insurance branches to meet and exceed personal lines insurance sales targets. • Achieved 20% sales growth year-on-year. • Designed and delivered sales, product knowledge and management training for insurance branch employees who were rated as best-in-class within the high street insurance broker market. • Successful preparation of Insurance Trainees for CII Certificate of Proficiency examinations achieving a 90% pass rate over 2 year period. • Opened a new branch in Ipswich and delivered rapid growth in customer base led to 150% expansion in headcount and relocation to a more prominent trading location within two years.

Mba, Business Strategy, Performance Measurement, Creative Management, Business Finance

Fcii, Motor & Legal Liability

Fcii, Motor And Legal Liability