Project Manager supporting the Insurance Partners team in Business Roadside to deliver new RAC Breakdown and Legal Expenses Insurance to new and existing Insurance & Banking partners. Once an Insurance Company, Bank or Broker has appointed RAC as its new provider I work with the Account Managers / Directors in Business Roadside to ensure a smooth and seamless delivery for the client on time and within budget. Managing implementation plans in conjunction with the new partner to ensure deadlines are met and managing dependencies. Key deliverables include policy and financial data transfer whilst adhering to strict secure data transfer protocols, internal system set up, provision of policy documents and IPID’s, telephony, contracts, testing, communications, training and launch activity.

Club Lloyds Day 2 – I delivered on time a tactical solution for customers ahead of the strategic IT solution in Feb. 2016. This enabled customers to receive 10% Club Lloyds discount on their home insurance premiumSmall Change & Rate Change Portfolio –During 2013/14 I managed the design, development and implementation of a varied portfolio of c 160 small changes and rate changes delivering over c. £5m worth of business critical changes over the 2 years, across multiple systems, processes and business unitsHarmonisation of Terms & Conditions – Led the Business Readiness and Implementation work stream for a strategic 2 year project. The objectives were to implement changes to 11 of LBG’s Household Insurance products and drive a better experience for c. 3m customers across multiple IT platforms, LBG Group channels and via multiple delivery releasesCompetition Commission – I delivered on time in April 2012 the regulatory changes as required by the Competition Commission Payment Protection Market Investigation Order (2011). This was against a backdrop of constant changes from the Office of Fair Trading and the media focus that Payment Protection Insurance (PPI) attracts

HBOS / Lloyds TSB Integration Release C – I successfully managed on time the internal and 3rd party changes to support LBG Release C Integration for Creditor Insurance and Personal Current Accounts despite late mobilisation within Retail. The overall Release C costs were in excess of £10m with significant benefits to InsurancePPC In-housing – I led the on time and below budget management of the in housing of Credit Card Payment Protection customers which was at the time the largest book move in Lloyds TSB Insurance historyAggregator – I successfully managed a new start up online Motor Insurance Comparison Service www.insurance.co.uk from initiation to go live in 6 monthsCorporate Partnerships – I have successfully managed many new Corporate Partnership deals such as Resolution Life, & Phoenix including the migration of existing back books. Most notably the migration of a significant portfolio of insurance back book customers of the Pearl Group within 3 months of contracts being signedUnderwriting Enhancements – I successfully managed the delivery of significant enhancements to underwritten home insurance pricing and rating capability, a major contributor to LTSB’s underwriting strategy

Supply Chain Management Tool – I led a team of 2 Business Analysts to deliver the business requirements for a new Supply Chain Management Tool (SCMT)Invitation to Tender - I controlled and administered an Evaluation Panel to score vendor responses to a competitive Invitation to Tender for a replacement sales system in the Direct business. Coordinated the scoring of vendor responses across the GI business, arranged on-site vendor presentations and reference site visits to other insurers. Led the activities of the BA team on a day to day basisKey responsibilities included:Workshop facilitationCapturing and documenting of Business RequirementsFacilitating sign off of requirements and designs by business stakeholdersAnalysis and problem solving of design issues with IT and the business

Business Testing Team – I led a team of c. 15 System / User Acceptance Testers responsible for the testing of a number of key projects within insurance, such as Strategic Desktop Application and Asset Finance. In addition I supported this team through an internal restructure when the System Testing role was transitioned over to Group IT. Key responsibilities included:Managing HR processes, including 1:1s, end of year reviews, absence, recruitment and impact of an organisational restructure in 2004

Insurance Expansion – I successfully managed on time a project responsible for setting up a new Property Admin department in existing LTSB premises and moving the Training Suite to a new location. I managed the work of third party suppliers to put in place the infrastructure required to equip the floor, Group IT to implement system access & Telephony capability and HR for the recruitment of the new teamLogical Access Controls – I led a Business Change Team of Analysts and Testers to deliver regulatory changes to the way that Customer Services (Admin) and Claims teams have access to our administration and claims systems. This resulted in the updating of c. 800 User Profiles with no impact to the servicing of our customersAA Panel – I led a Business Change Team of Analysts and Testers responsible for putting Lloyds TSB Insurance live on the AA panel of insurers as an underwriter. Due to the significant benefits attached to going live on the panel, I managed the implementation into Home Claims of a tactical claims solution ahead of the system changesGoldfish Home Insurance – I led a Business Change Team of Analysts and Testers to deliver the first fully white labelled Home Insurance Corporate Partnership deal for LTSB. This was a key enabler to allow for a move into alternative distribution channels

I provided project support to the business and IT Project Managers in several projects including rate changes, Insurance Premium Tax changes and the implementation of a new Health Insurance product sold through the Retail bank. During this time I supported the production of business requirements and user acceptance test plans including execution of testingKey responsibilities included: Facilitation of Scope & Approach sessionsCapturing and documenting of Business Requirements Production of Test Plans, Test Matrix and Test Cases to support the User Acceptance Testing of a number of change initiativesTest execution and defect management Implementation planning and support

During this time I worked in the TSB Property Admin department carrying out various roles from Clerk, Senior Clerk and Team Leader before moving onto project work. I was responsible for responding to the more difficult customer concerns and also the multi branding following the TSB and Lloyds Bank merger in 1995.