Paul Basford's Location
Stratford-Upon-Avon, England, United Kingdom, United Kingdom
Paul Basford's Contact Details
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About Paul Basford
Specialties: - Risk Management and Controls- Strategy and ideas development- Operational Management Skills- Business Process Re-engineering / Transformation- Leader of Customer Experience programmes- Project and Programme Management Tools (inc Six Sigma)- Business Continuity and Disaster Recovery planning - Workflow and Image system solutions- Business Risk & Compliance- Vendor and Supplier Mgmt- System Integration & Process Migration- Site Management & Health & Safety
Paul Basford Work Experience Details
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RetireeNoneStratford-Upon-Avon, Gb -
Head Of It Governance & ControlNfu Mutual Jan 2016 - PresentStratford Upon Avon, Warwickshire, Gb -
Customer Service ManagerNfu Mutual Aug 2013 - Dec 2015Stratford Upon Avon, Warwickshire, GbAdditional appointment of responsibility to include Customer Service Manager within Life Services for the New Business department• Implemented strategy to remove latent time in processing to achieve an enhanced service level in new business advice checking and application processing bringing a faster and more consistent service for our customers and sales staff• Developed and executed an approach to maintaining service delivery throughout the traditional end-of-tax-year period – this success was recognised at NFU Board level• Provided operational expertise to Protection and Life Aspirations projects leading to a revised business strategy approved in 2015• Enthused leadership to staff to deliver a 0.5 increase in Engagement scores in 2015 reaching top quartile results
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Quality, Risk And Controls ManagerNfu Mutual Aug 2011 - Dec 2015Stratford Upon Avon, Warwickshire, GbAppointed to develop and embed improved processes for Quality Auditing, Risks and Controls within the Life Services business following a period of poor audit experience• Completed a high level assessment of the existing control environment including recommendations for change for presentation to the Head of Life Services and the CEO of the NFU Mutual• Rolled out the new corporate framework for risk management at departmental and team levels • Designed a new framework for Quality measurement across the operational areas focused on improving performance for customers, employees and the business• Produced regular reporting of risk and control status, including recommended action, to support the successful implementation of the RDR product launches in January 2013 and the subsequent deliveries from the Life Transformation Programme (LTP) • Enhanced communication and understanding around risk and controls across all 180 staff in the Life Services area• Developed engagement with Group Corporate Risk, Compliance and Internal Audit areas to ensure ongoing standards and best practice is achieved across the Life Services area• Supported the Group Corporate Risk department to develop the approach to risk and control management for Business Change projects for the transition period spanning project implementation
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Head Of Business TransformationFriends Life Apr 2010 - May 2011London, GbAppointed to Sponsor and review operational efficiency with a specific focus to reduce unit costs and deliver high quality service to customers through the redesign of end-to-end processes and the provision of automated system solutions. A fantastic challenge, readily accepted and delivered.• Completed a full assessment of current business processes, Call Centre operations and systems capability• Undertook a major review of IT service delivery and reassessment of outsource model and suppliers• Engaged all business functional areas (IT, Business Risk, Compliance, Finance, etc.) and developed a revised operational model based on case ownership and the complete automation of high volume activities• Produced a business case with IT colleagues approved by the Protection Leadership Team for a two year programme of changes and automation with a Capital Expenditure of circa £7m and a reduction in unit costs of 50%• Recruited a Programme Management team to plan and execute the new solutions• Additionally responsible for the management of a team of 25 staff, supporting business re-engineering• Wider responsibility for service performance as a member of the Protection Leadership Team and the execution of tactical implementations to support ongoing business needs• Lead the Customer Experience programme for the business to compliment the change programme• Developed Communication material and presented to staff across the business on the programme of activity -
Head Of Customer ServicesAxa Jan 2007 - Mar 2010Recruited into post as Head of Customer Services with a remit to drive operational strategy and to execute the delivery of excellent customer service for the Protection business unit. Success led to promotion onto the Protection Leadership Executive Team (P&L Board level) in June 2007.• Appointed to the Protection Leadership Team to support definition of an aggressive new business growth strategy for the Protection market based on product and service offerings• Grew the operational capability of the business to meet business growth of over 370% over three years• Developed business solutions for tenders with major distribution partners and helped to achieve several major deals• Instrumental in re-structuring the business into a profit-led business practice, delivering ‘5 star’ customer service• Client-facing role, co-ordinating the delivery of quality customer service to a portfolio of key customers• Restructured the operational unit into clear business functions focused on the acquisition of new business, Tele-Underwriting, servicing of existing business, and inbound and outbound Call Centre operations• Developed market leading Tele-Underwriting proposition into a profitable and efficient business model supporting the phenomenal growth in business acquisition• Developed offshore solutions for processing roles and continued migrations to c.100 roles in India• Leadership and management of a division of 350 staff, with 100 roles offshore, and an operating budget of £6.5m• Developed a Customer Experience programme for the business unit based on customer and employee feedback• Appointed as senior manager for the site covering 650 staff, responsible for corporate communications, Health & Safety, Business Continuity and Media relations
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Customer Service ManagerAxa 2004 - Dec 2006- Customer Service Manager for various business functions, including New Business teams, Call Centres, Back Office and Servicing areas.- Re-engineered business processes and resource deployment to establish excellent service levels and meet customer (distributor and policyholder) demands- Developed an approach to offshoring processing roles and migrated a number of roles to India
Paul Basford Skills
Leadership
Risk Management
Governance
Strategy
Stakeholder Management
Customer Experience
Business Transformation
Business Process
Financial Services
Management
Outsourcing
Change Management
Business Process Improvement
Team Management
Performance Management
Business Process Re Engineering
Project Delivery
Program Management
Integration
Resource Management
Pmo
Data Transformation
Call Centers
Six Sigma
Offshoring
Business Development
Great People Skills
Paul Basford Education Details
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Royal Grammar School - High WycombeA Degree Of Competence!
Frequently Asked Questions about Paul Basford
What company does Paul Basford work for?
Paul Basford works for None
What is Paul Basford's role at the current company?
Paul Basford's current role is Retiree.
What is Paul Basford's email address?
Paul Basford's email address is p.****@****sky.com
What is Paul Basford's direct phone number?
Paul Basford's direct phone number is +4417892*****
What schools did Paul Basford attend?
Paul Basford attended Royal Grammar School - High Wycombe.
What skills is Paul Basford known for?
Paul Basford has skills like Leadership, Risk Management, Governance, Strategy, Stakeholder Management, Customer Experience, Business Transformation, Business Process, Financial Services, Management, Outsourcing, Change Management.
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