Lisa Davidson Email and Phone Number

Project management contracts

Responsible for managing the delivery of optimum complaint handling solutions and providing insight and consultancy to insurance business areas. I was shaping operational and strategic plans linked to complaint volume reduction, best practice handling and root cause actions. Also responsible for the complaints relationship management with RSA's largest affinity partner.

Ensuring the Claims function proactively monitors, identifies and implements opportunities to improve the delivery of good customer outcomes in line with regulatory requirements.

A high profile role responsible for maintaining and enhancing technical capability in RSA's UK Claims function.Responsible for:• Setting the strategy and vision for Claims' Technical Development for 2020 and beyond• Performing the hands-on management of any content updates on the in-house technical intranet• Ensure that the operations have mechanisms in place and are accessing the training in the site for their area• Develop the content, identifying where training or further resource material doesn't exist and prioritising sourcing/development• Partnership with each Claims area to understand both current and upcoming technical training requirements and identify / establish where each sit among the wider Technical Training Priorities across the Claims function• Work with the Learning and Development Consultant for Claims to understand possible learning solutions to the pre-established technical training priorities, in terms of design, delivery, evaluation and/or assessment (as appropriate) • Liaise with Technical Consultants, Performance Leaders, and Lead Business Trainers (and equivalents) as part of the maintenance and updating of the Your Technical Pathway SharePoint site

Managing the relationship between a portfolio of key brokers and customers and RSA' s internal Commercial Claims teams.I was an ambassador for Claims, working alongside other relationship management teams and operational service delivery teams. I was the key contact in the North West for Commercial Claims for our key clients.Much of my time was spent with customers differentiating RSA's proposition and finding solutions to their needs within the business framework.

As Business Architect in Change function, I was responsible for assessing the early stages of change projects for strategic fit and benefits case. I looked for synergies between initiatives, de-duplicating and finding efficiencies.I also covered the Head of Change role at the same time for the Commercial Change Portfolio from Nov-Mar. I managed budgets and teams to deliver a programme of projects in this complex and challenging environment during a period of internal organisational change.As Business Architect I was also the leader of Business Analyst Team. Managing a team of 5 permanent analysts and upto 5 contract analysts I was responsible for ensuring BA skills were efficiently and effectively deployed across the Commercial, Claims and Business Services change initiatives. I was involved in the development of change processes and team development.

Various projects - SAP HR Implementations (Employee Self Service), Insurance System migration, Extranet, Knowledge Management, Sales Technology.I covered the liaison between the Business and the Technology team and am responsible for Project Budget, Governance, Risk Management etc

Sales change management - roll out of technology and change management training to Corporate Sales Team.

Project managing and roll out of Claims on-line. Ability for brokers to view the status of claims via the Extranet.

I set up the Underwriting and Claims technical information repository on the RSA Intranet.I ran the team which looked after this and promoted knowledge sharing across the technical community.

Team lead for 10 Underwriters servicing the Leeds and Newcastle brokers for Engineering Insurance and Inspection.

I carried out a range of placements across the Britsh Engine business, including Marketing, HR, Technical Engineering, Underwriting and Claims