John Hickey Email and Phone Number

As systems thinking leader for Aviva UK direct operations I provide the principles and methodology to help the business see and understand how their current system works.My focus is to help our business leaders understand what matters to their customers and identify what is of value in the way the work is designed so they stop doing the things that are of no value and they think and act differently. I flex between a consultative approach to improving capability within the business leaders and leading change activity in process improvement and redesign. My background in both operations and change/continuous improvement mean I am comfortable with either discipline giving me a unique skill-set to deliver improved capability and performance in the business.Working for one of the largest insurers in the UK allows me the opportunity to engage with 3rd party suppliers as well as Aviva staff at all levels from customer service advisers to director level. This includes 1 on 1 coaching sessions, senior stakeholder presentations or larger workshops to challenge and change thinking.Within Aviva, I have played a key role in leading the systems thinking approach. This has delivered better service design, improved customer service (60 point improvement in TNPS), reduced attrition, improved employee morale, reduced costs and increased revenue.Throughout 2013 I have worked closely with one of Aviva's outsourcing partners, training, coaching and supporting senior leaders and over 200 staff across 2 sites in both inbound and outbound channels. In this time I have led changes in compliance and scripts to improve the customer journey and removed non value processes from the managers role freeing them up to focus on the capability of their team.This year I presented to a number of external business leaders and as part of Aviva's Top 50 Call Centres application. This played a key role in Aviva becoming Best Large Centre 2103 at the awards ceremony in October.

Operational business manager with 13 years management experience within one of the UK's leading insurers with a consistent track record of delivering results throughout this time.Responsible for leading 150 staff in Aviva's Bishopbriggs centre of excellence I lead from the front and create highly engaged and motivated teams, gaining buy-in and inspiring confidence through a customer focussed, collaborative approach.I have excellent communication skills at all levels and confidently translate vision into a compelling strategy. I thrive on challenging traditional thinking and influencing change which improves the customer journey and delivers tangible business benefit.*In 2012 I designed and led a key project in understanding productivity which delivered a 32FTE saving across the UK business.*In 2011 I led a change in the process of getting documents to customers reducing cycle time by up to 10 days and preventing repeat calls / complaints.Key strengths include Identifying and understanding failure in the business and leading change activity to remove this. I comfortably flex style between consultative, directive, supportive, and developmental as required.

Responsible for the roll in of systems thinking practice throughout Aviva's sales & service population (circa 200 staff) using Vanguard methodology. Key areas of focus were understanding customer demand, identifying / removing failure in the system and understanding / improving performance over time without 'targets'.The role also incorporated project work using the 'check, plan, do' approach in both Home and Motor sales & service, influencing and delivering change from outputs of this work.

Throughout the past 5 years in Aviva, I have managed the relationship between staff at Aviva, Bishopbriggs and the centres chosen charity. This is a role I have undertaken alongside my 'day job' as I have a real desire to make a difference in the community.Responsible for managing budget in excess of £50,000 over the past 5 years and leading a team of departmental representatives I delivered year on year increases in money raised, volunteering hours and staff enrollment in payroll giving.This activity was reflected in improving employee satisfaction scores for Corporate responsibility each year.Since 2010 I have led the business in working with Children in Need, Comic Relief and Sports Relief to take calls during their appeals. Aviva Bishopbriggs is now established as key site for this activity which is invited to take part each year.I have built a number of strong relationships with charities as well local government and this has allowed me to develop work experience schemes for local schools.

Managing projects for small enhancements and process improvements for Aviva Direct operations both within the UK and offshore areas of the business.Trained to greenbelt level in Continuous Improvement practice.Key projects in this time were:* NCD validation * Process standardisation

Highly effective team manager within a leading UK insurer over a number of years. A proven track record of delivering performance over time and exceeding customer expectations.As a high performing manager I have taken the opportunity to develop addition skills through secondment in a number of roles in this time, including Training / Development, Recruitment and governance.