An experienced Project Manager with a financial services background in Life and Pensions, who has proven experience in delivering Business Change and can manage stakeholders at an executive level and above. I have a passion for delivering best practice Project Management to ensure successful delivery of change. Prince 2 Practitioner and APM accredited

Quality Assurance Manager (Aviva book of business) – Phoenix (previously ReAssure) Key Achievements and Responsibilities: • Successfully designing and implementing a new Quality Assurance framework which provides the business (administration and voice) with independent customer quality information, analysis and recommendations to improve customer outcomes• Collaborated with Compliance and Risk areas to ensure the framework met previous audit findings and requirements and Business Intelligence for production of management information • Monthly vulnerable customer analysis and reporting to Aviva• Overseeing recruitment of new colleagues; engagement with HR and agency, interviews, induction planning, delivery of induction, initial and ongoing training and accreditation• Providing key support to the business in delivering to customer service level agreements ensuring there are no quality target fails that would result in service credits• Providing management and leadership cover for colleagues when absent due to long term illness to ensure key business and customer targets are achieved (Life Claims, People and Engagement, Aviva Relationship)• Motivating and managing a diverse range of colleagues to build highly engaged, versatile and customer centric teams within a fast-paced environment, who are able to identify customer issues and be invested in the solutions• Demonstrating a deep understanding of the impacts that proposed change, both business driven and regulatory, will have on the customer and be able to offer solutions to effectively track and manage the impacts

Customer Services Manager (Aviva Migration to Alpha) – Admin ReKey Achievements and Responsibilities: • Played a leading role across the Aviva Life and Pensions areas migrating to Alpha for 5 consecutive migrations, working closely with the project team as business lead and used knowledge gained with each migration to improve on the next• Successfully modelled and implemented the normalisation plans necessary to recover the business position following each migration, taking into account outstanding and expected workload and skills and performance levels• Designed and implemented the post migration structure that would best support the customer’s needs and the challenges of learning new systems and processes• Effectively oversaw the movement of work between sites to create the right bandwidth and skills to manage the work on Alpha once migrated• Collaborated effectively with the project and Aviva to understand and agree the ‘cutover’ processes and to support the communication of the interim processes into the customer service teams