Lily Monk Email & Phone Number

Horsham, Gb

Croydon, England, United Kingdom

Epsom, England, United Kingdom

Horsham

Accountable for the performance of Customer Operations, which encompasses the Customer Service Centre, Customer Accounts, Customer Experience Teams and Empty Homes & LettingsTransitioned teams onto an omni channel platform which is delivering operational efficiencies and customer service improvements.

‘I’m part of the Pilotlight community, where I use my business expertise to guide charity leaders through the challenges facing their organisations.’

Bromley, United Kingdom

Accountable for the operational, financial and strategic performance for all of Household Claims. This encompasses Home, Pet, Travel and Creditor Claims for Direct Line, Churchill and Privilege, as well as a range of partnership brands.Household claims employes c850 FTE across 6 sites, with offshore support. Delivered year-on-year OpEx savings, operational/regulatory metrics.Increased measured customer satisfaction and measured employee engagement.

Bromley, United Kingdom

Accountable for achieving claims customer service standards, delivering indemnity savings and driving strategic change in claims operations for all Household lines of business and all DLG brands.Household lines are Home, Pet, Travel, and (run off) Creditor insurances as well as Travel 24 hour emergency assistance.DLG brands are Direct Line, Churchill, Privilege and a number of brand partners including Nationwide Building Society, RBS and Nat West Bank, Sainsbury's Bank and Prudential.

Bromley, United Kingdom

Accountable for delivering strategy across Household Claims, ensuring that FTE / Indemnity savings were achieved whist maintaining BAU service for customers. The most significant change programmes delivered:Home: £35m change programme, rolling out a new IT system (using guidewire/claim center) to support a new operating model in all Home sites and c450 FTE. Delivery to all sites completed while controlling FTE to budget and whilst maintaining customer SLAs. In parallel, the run-off of claims that were captured on the old system were run down proactively.Travel: The Travel Incident Management function encompasses c120 FTE and the programme managed the closure of one of three Travel Claim sites . c.90 exits were managed from the closed site and new claim handlers recruited and trained in a go forward site.

London, United Kingdom

Responsible for Operations Corporate Risks Classes (Property/Property Investors, Liability, Energy and Engineering) for UK, Belgium and Nordic areas.Responsible for Operations Corporate Risks Classes plus Marine and Financial Lines in The Netherlands. Accountable for Risk Transfer Operations for Dubai.Accountable as Process Owner for work handled by offshore teams in India, supporting recruitment, identification and defintion of new process to offshore.

London, United Kingdom

Allianz Global Corporate and Specialty is a subsidiary of Allianz SE, handling complex Global Insurance programmes. The Operations teams implemented multi-currency, multi-million euro international reinsurance structures. Responsible for mid-office functions for Corporate Risks (or Non-Marine), being Property & Property Investors, Liability, Energy (Off & Onshore) and Engineering. This covered UK, Nordic territories and Dubai (for Allianz Risk Transfer). In addition, led Operations workstream for creating new AGCS Branches in Belgium and Netherlands. This included design and UAT for local versions of global systems and alignment of Ops processes to AGCS Target Operating Model (TOM)

Horsham, West Sussex

Responsible for delivering top line targets for a specialist D&O / PI product for Charity trustees. National account, selling via brokers. Delivered year on year growth and acquired new schemes, all of which were profitable.

London, United Kingdom

The project delivered two new teams in Birmingham and Glasgow to sell Professional Indemnity, Directors & Officers and Personal Accident products in a fast track way to SMEs (via brokers). The scope of the project took in recruitment, training, IT, telephony and technical training as well as product development, comms and marketing. It was delivered on budget to the agreed time frame.

London, United Kingdom

Profitable niche account. Primarily sold via solicitors but also tranches of direct and broker intermediated business. Responsible for staff management, controlling workflows and technical case underwriting / referrals. Specialist areas included Restrictive Covenants, Defects in Title and Trustee risks.