Responsible for driving operational effectiveness, efficiency, and resilience across Bupa UK functions, including;- Leadership of Bupa UK's Operational Resilience & Business Continuity capability. Policy Owner for Operational Resilience for Bupa UK. Played key roles in Crisis and Incident response across multiple event types including technology failure, property, people, supplier, and cyber.- Created and led the Bupa UK Robotic Process Automation Practice, driving value from the strategic deployment of Blue Prism automation across multiple businesses and support functions. Provided consultancy in delivering RPA benefits across the Bupa Group globally.- Outsourcing design, transition, and operation. Business Lead for the successful BPO of key Bupa UK Finance and Procurement operations to India - Service transformation - driving the use of service management principles including demand management, SLA/OLA frameworks and the use of the ServiceNow Enterprise Service Management platform to drive operational efficiency and effectiveness. Led the successful implementation of ServiceNow into HR, Property, and Procurement operations.- Management of operational implications of acquisitions and disposals; including TSA definition, operational oversight and separation governance. Undertook key roles in strategic divestments including Bupa UK Care Homes, Bupa Home Healthcare and Bupa Health Assurance businesses.

Designed, implemented and led the Service Management function of the newly formed Business Services IT shared service, bringing together all customer-facing IT support teams (110+ FTE) and leading core IT Service Management processes. - Leadership of Bupa UK's IT Service Centre, delivering L1 & L2 support to business and support functions - Delivered significant efficiencies through consolidation, automation, and LEAN; achieving a 20% reduction in Service Centre costs in less than two years- Led the design, contracting, and implementation of outsourced L1 services in Romania- Leadership of Bupa UK IT Service Partner capability - established and embedded a culture of customer feedback and continuous improvement- Drove a step-change in Major Incident and Problem Management practices- Established meaningful and outcome-focused service reporting and management information

Leadership of Bupa UK's IT operations and support teams, consisting of circa 40FTE distributed across the UK in conjunction with outsourced operations in India.

Working in partnership with the Bupa UK leadership team to direct and deliver IT services and transformation.

Primary point of contact and accountability for all IT-related matters for Bupa UK's Health Assurance, Marketing and Customer Development operations.

Project and Programme Management of transformation initiatives of up to £3M budget- Software Development and Information Systems Delivery- Third-party delivery management- Proven Project Recovery- Projects included the successful implementation of a large-scale CRM platform, delivery of an integrated Treasury Management System, medical insurance claims management workflow, integration of legacy systems with third-party aggregators and price comparison services

Application design and development, DB administration: Gupta/Centura Team Developer Oracle DBA MS SQL ServerProjects included integration of document imaging system with legacy policy administration systems.Leadership of 4FTE and active member of the Bupa Health Assurance senior leadership team.

- ICL VME / SCL / Application Master development- C2 COBOL- DataEase- Gupta SQLWindows / SQLBase / Centura Team DeveloperProgressed to leading a team of 3FTE developing and supporting applications for various departments of the local authority

Operation of the local authority's ICL 2966 and 3950 mainframe suite. Accountability for startup and shutdown procedures, management of storage media, fault identification and recovery operations. Progressed to lead a shift team of 3FTE.