Operations Leader responsible for all User onboarding for Digital Identification. Lead a team of 115 (UK Chelmsford and India Bangalore).Designed the Operational structure to ensure the skills and abilities of the team meet the needs of the customerImplemented a career framework giving clear career paths to the teamResponsible for all key decisions within the operation - recruitment, structure, process and procedures

I have full responsibility for the Newmarket Operation of Hastings Direct - P&L, Sales, Renewals, Customer Service and Back Office. One of my main objectives was to develop a Strategy to integrate and align the Newmarket Operation into the main Operational sites at Bexhill and Leicester, including removal of Brands and reduction in panel members - and aligning the culture and values of the site to the Hastings Direct Company. Additionally, I created and Implemented the site closure strategy, transitioning 100 operational roles into Home Working roles – achieved on time and below budget costs and at the same time for 2017 achieved the highest employee engagement result in Retail Operations.

As Head of Operations I have full P&L responsibility for the Inbound, Outbound and Offshore departments for all product types. Ensuring we deliver exceptional service to our partners customers and achieving contractual SLA’sResponsible for c200 employees, transacting Motor, Household and Motorcycle Insurance via Affinity Partnerships. covering Sales - Inbound and Outbound, Customer Services and all back office functionality

• Full P&L responsibility• Responsible for all operational aspects of the call centre – inbound and outbound – Sales and Service• Lead of a team 3 Customer Service Managers, responsible for approx. 400 fte• Implementation of new software system to increase product sales• Union negotiation in regards to employee contractual changes

• Development and Implementation of Key Performance indicator package for whole business and applied to approx.• Led a Team of 12 agents working in the Collections Team, responsible for managing customer accounts