Kim Hillier Email and Phone Number

Project Manager for the closure of RSA's UK Defined Benefit Pension Schemes to be replaced by the current RSA Defined Contribution Pension Scheme. Additionally the project included changes to RSA's Flexible benefits platform and to the RSA redundancy policy. This included changes to historic and future cash redundancy provisions and amendment to those provisions that permitted Defined Benefit members to draw pension unreduced before Normal Pension Date on redundancy.

Scoped and delivered the UK Solvency II Programme on behalf of key business stakeholders and personally project managed two of the work streams within the UK programme.

Supported improvement of the management and utilisation of the Change Stack and Systems Delivery BAU Operations Budgets. Ensured these were operated within budget tolerance levels and provided management with accurate data on funding governance so that informed decisions in RSA could be made. Ensured that RSA had appropriate level of oversight and control on system change requests. Worked with suppliers in Moldova and stakeholders within RSA to successfully develop online tool to manage the in-house change requests. Successfully agreed service levels and processes to ensure that all requests were reviewed in the daily triage meetings within 1.5 working days of receipt.

Worked with internal customers to analyse and define needs & made recommendations for business solutions. Scoped, planned, managed and delivered business change activities to agreed specifications, timeframes and budgets to meet objectives. Managed stakeholder relationships to ensure that planned business change could be implemented effectively. Managed internal/external suppliers to ensure delivery of a given product/service to the required specification, budget, standard, timeframe. Identified and analysed risks/issues & resolved/escalated as appropriate. Monitored & reported on progress against deliverables, milestones, risks, issues and changes ensuring effective project management & control. Line management of & development of direct reports in the Change team in Bristol. Specific projects included - • Programme Manager for Consumer Credit Directive Implementation (Systems & Regulatory Change) • Project Manager Operational Claims Review (Organisational Change) • Project Manager Claims Recoveries and Claims Total Loss Unit Reviews (Organisational Change)• Project Manager for Flexible Benefits – successful introduction of Flexible Benefits scheme into RSA (Systems and People change) • Project Manager for successful introduction of the New HR Target Operating Model (Organisational Change) • Project Manager of Claims Work stream of Project to integration of Martello Claims into RSA Profin Claims• Project Managed project designed to set up a new Service company to save IPT costs. Recommended project cancelled following feedback from commissioned market research (Organisational Change).• Business Implementation Lead and lead on Affinity Partner EDI requirements for new System Delivery

Managed team which provided real time call management, operational MI to the Service Centre and responded to ad hoc MI requests, Ensured service levels for telephony, resource and productivity met on daily basis. Ensured effective targeting of recruitment to maximise use of resources. Additionally was Business project lead for move of Bristol premises, introduced shifts into the intermediated Sales & Service and Claims teams into Bristol call centre and was business project lead for the successful transfer of work from RSA sites at Hinckley and Leeds.

Worked with Bristol service centre teams to ensure SLA’s met for various Affinity Partners/Clients serviced by the Bristol centre, weekly and monthly reporting to clients, implementation of issue resolution to optimize operational performance, implementation of process improvements and project managing specific service initiatives for client relationship team. Successfully introduced EDI for major bank client. Business Project Manager for transfer of the Southampton Service centre work to Bristol and the successful transfer of work from RSA sites at Glasgow and Leeds to Bristol following the organisational restructure in 2002.

Implemented and managed the Centre Support team for RSA’s Affinity Partner Personal Lines Call Centres. Management of day to day call centre performance, resource planning, process improvements and senior management reporting including weather related incidents. Business project lead for successful introduction of the Centre Support team for UK Personal.

Managed team to accept all new systems for Affinity Partners Household centres in RSA , undertook UAT for new systems and system changes, championed systems at the desk once accepted, prioritised and managed pipeline change requests. Implemented an image and workflow system for claims into the Bristol Service Centre at RSA. Implemented integration of the household claims & underwriting image & workflow systems for Affinity Partners in RSA. Set up and chaired the image & workflow and main frame system User Groups. Implemented paperless direct debits for major bank Affinity partner in RSA Bristol service centre. Implemented system based Outbound Telesales Call Log sheet and the Claims Call Log sheet for the service centre. Implemented introduction of the BACS payment & automated authorisation facility when making household claims settlements. Supported successful Year 2000 testing.