Jason Gilbert Email and Phone Number

Leading the Uk Operational Risk Incident Management Team covering Incidents in Personal Lines, Commercial and Speciality Lines, Claims and other functions such as Finance, HR, CIO, COO and Luxembourg. Our purpose is to react quickly to customer harm, remediate customers and provide quality insight to prevent reoccurrence.

Leading RSA’s line 1 conduct framework team through helping the business adhere to our good customer outcomes inc. introduction of Customer Outcome Monitoring.

My role at RSA is to help us to build a brand new business for a great partner; we will be live in H1 2017. On a day to day basis, my responsibility is to use our purpose and values to balance delivery in service, morale and profit whilst ensuring we inspire, coach and deliver for our teams and our partners. I would describe myself as injecting passion and energy into life whilst adopting a service brilliance mindset.

Reporting to the Operations Director, accountable for the Corporate Partnerships Change Programme. Role governs and directs our IT team to deliver annual change programme for our internal teams and our partners. Annual budget of £2m, delivering c. 250 changes across the matrix teams (underwriting, operations, distribution and marketing) covering BAU and Strategic Change programmes across multiple products both for off-line and on-line transactions. Key successes included:-… Show more Reporting to the Operations Director, accountable for the Corporate Partnerships Change Programme. Role governs and directs our IT team to deliver annual change programme for our internal teams and our partners. Annual budget of £2m, delivering c. 250 changes across the matrix teams (underwriting, operations, distribution and marketing) covering BAU and Strategic Change programmes across multiple products both for off-line and on-line transactions. Key successes included:- changing mindsets across the business in terms of change- awesome communication and visualisation of change - introducing 'helicopter views'; weekly partner change process - introducing 'fixing the basics' programme; web dissatisfaction - established 'fix on fail' process for IT outages and errors - improved documentation for partners and customers - introducing automated voice of the customer benchmarking - introducing automated customer/agent profile matching - managing and great engagement in staff recognition scheme- leading strategic systems migration programmes- accountability for Operational Response to Tenders- accountability for Target Operational Model review - introducing Customer Journey Mapping Show less

Reporting through to Operations Director, accountable for managing the external and internal MI production for Corporate Partnerships division - included daily, monthly, quarterly and annual production of all MI across our c.£350-£400m business. Additionally, responsible for the co-ordination and management of all revenue income forecasting processes across .c 20-25 partners. Key successes include brilliant management of revenue cycle, introduction of Sales Revenue Trackers (funnels) which… Show more Reporting through to Operations Director, accountable for managing the external and internal MI production for Corporate Partnerships division - included daily, monthly, quarterly and annual production of all MI across our c.£350-£400m business. Additionally, responsible for the co-ordination and management of all revenue income forecasting processes across .c 20-25 partners. Key successes include brilliant management of revenue cycle, introduction of Sales Revenue Trackers (funnels) which automatically visually show variance between actual and forecasted revenue assumptions, still used today. Team recognised (Annual Best People Awards) by winning 'Best Internal Customer Service Award'. Additionally, personally selected to mentor individuals across the AXA UK Group Talent Programme. Successfully completed staff reduction exercise and redeployment of this team following OD realignment. Show less

Responsible and accountable for managing all Partner Operational liaisons for our Affinity Direct Corporate Partners to include Third Party Management of our outsourced operational businesses. Effectively, team was the bridge and the voice between the partners and our operational performance - key role was to provide effective communication, detailed knowledge of operational performance and call forecasting procedures through a robust meeting governance framework. Achievements include serving… Show more Responsible and accountable for managing all Partner Operational liaisons for our Affinity Direct Corporate Partners to include Third Party Management of our outsourced operational businesses. Effectively, team was the bridge and the voice between the partners and our operational performance - key role was to provide effective communication, detailed knowledge of operational performance and call forecasting procedures through a robust meeting governance framework. Achievements include serving notice to Third Party provider for non performance, exiting partners performance from the Third Party and achieving call forecasting variance targets through robust planning between partners and the operation. Personally recognised through AXAI Talent Programme. Successfully redeployed team following OD realignment. Show less

Accountable for Corporate Partnerships Sales and Service Centre in Ipswich and India, handling c. 2m incoming customer contacts through a team of 4 Customer Service Managers and c. 20 Team Leaders. Team provided sales and service expertise a across a range of products for iconic major brands such as M&S, Egg, Sainsbury's, MBNA and Lloyds TSB. Accountable for Service Levels such as abandonment and speed of answer rates along with sales conversion targets.

Promoted to CSM to manage a large team within the Intermediary division. Specific achievements include idea generation to introduce an automated 'post database' for managing large quantities of post developing into 'emap' an automated solution for completing post with minimal human touch. Requested to move departments to significantly introduce new ways of working to manage incoming post and tackle large backlog of post (c. 25k) - achieved recognition from the AXAI Leadership team for… Show more Promoted to CSM to manage a large team within the Intermediary division. Specific achievements include idea generation to introduce an automated 'post database' for managing large quantities of post developing into 'emap' an automated solution for completing post with minimal human touch. Requested to move departments to significantly introduce new ways of working to manage incoming post and tackle large backlog of post (c. 25k) - achieved recognition from the AXAI Leadership team for revolutionising the service delivery in that area through removal of the backlog and changing processes and behaviours for the future. Show less

Moved from modern direct player to traditional insurance division of Guardian introducing direct methodologies for managing teams and customer contact. Introduced quality controls (paper and phone calls), performance management and team disciplines for managing customer demand. Additionally, introduced and recruited an outbound renewal team to maximise renewal retention for profitable book of business.

Sales Advisor selling direct home and motor insurance products over the telephone. Recognised as a leading sales performer. Progressed to Team Leader with team regularly achieving sales targets. Progressed into selling health insurance creating performance management processes for recognising all elements of operational performance.

Customer Sales Advisor within the AA shop network in the Colchester branch selling AA related products including Motor, Home, Personal Accident, AA Membership & European travel related products. Significantly recognised as a leading sales performer within the area and regional division. Progressed to Shop Manager of the Clacton branch - responsible for managing 4 team members to achieve monthly commission targets through selling and servicing a wide range of products to customers face to face… Show more Customer Sales Advisor within the AA shop network in the Colchester branch selling AA related products including Motor, Home, Personal Accident, AA Membership & European travel related products. Significantly recognised as a leading sales performer within the area and regional division. Progressed to Shop Manager of the Clacton branch - responsible for managing 4 team members to achieve monthly commission targets through selling and servicing a wide range of products to customers face to face and over the phone. Show less

Responsible for servicing, selling and claims notification for insurance products face to face. Progressed through to Manager of the Sudbury Branch responsible for 3 team members.