Paul Moore Email and Phone Number
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Paul Moore personal email
I’m recognised as a leader who understands you can only achieve lasting success if you lead with vision and integrity. I’m proud that throughout my career I’ve achieved world class employee engagement and won major awards as a result of my approaches, working with some of the insurance industry’s major players.A results-driven, strategic senior leader, I have a proven record of delivering transformation of Operations, including Complaints/Customer Relations, Learning and Development/ Training and Quality Assurance. Some highlights have included:• Transformation of complaints management, including reduction of end to end resolution times, and delivery of strong FCA regulatory results. • Building and embedding L&D strategy, delivering enhanced efficiency and engagement through driving digital strategy, adopting new technology and data usage. This has included senior stakeholder management and people engagement, resulting in significant financial savings.• Achieving employee engagement results of 95% in my own team and leading my team to win Gold at the Learning Awards 2019 as well as internal LV Team of the Year 2018.• Providing governance over performance and strategy, including influencing and holding senior leaders to account, yet building strong relationships. • Managing large operations, including remotely/virtually, on a global basis and outsourced.I offer strategic and practical experience of Organisational Development, having been involved in development of new organisational values, and successfully created and delivered large change programmes into operations. These have involved large numbers of people, wide and challenging scopes, and have delivered effective results for customers and organisations.I am passionate about Diversity and Inclusion and sit on the organisation’s Steering Committee, working both internally and externally to drive positive change. I am Sponsor of an Employee Resource Group, and am currently driving a proactive and collaborative agenda, including creation of new HR policies to support inclusion.I’m recognised for:• Strong organisation and leadership skills- I’m used to working simultaneously on multiple tasks, yet meeting deadlines.• Actively driving strategy, contributing in a flexible and adaptable way. I’m used to working in fast paced, demanding and changing Operations and People functions.• Ability to communicate, tailored to the situation.• Stakeholder management- I’m used to complex stakeholder management and ensuring the operations and support agendas deliver for the customer.
Bupa
View- Website:
- bupa.com.au
- Employees:
- 10
- Company phone:
- +1 44 800 600500
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Head Of Talent Acquisition And LearningBupa Jan 2024 - PresentUk, Australia, Spain, Chile, Poland, New Zealand, Hong Kong Sar, Türkiye, Brazil, Mexico, The Us, Middle East, Ireland, Saudi Arabia And India., Gb
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Head Of LearningBupa Jan 2022 - Dec 2023Uk, Australia, Spain, Chile, Poland, New Zealand, Hong Kong Sar, Türkiye, Brazil, Mexico, The Us, Middle East, Ireland, Saudi Arabia And India., Gb
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Head Of Operations - Customer Excellence & LearningLv= May 2017 - Jan 2022Bournemouth, Dorset, Gb• Responsible for strategy and operations across support functions- Complaints/Customer Relations, Training/ L&D and Quality Assurance in multisite, 3500 FTE business.• Led and embedded new Target Operating Models to align with wider business strategies, generating significant customer and business improvements as a result. These have included reduced end to end times for complaints, coupled with delivery of FTE efficiencies and strong regulatory results (FCA and Financial Ombudsman Service).• Won Gold for leading Learning Team of the Year 2019 at The Learning Awards and overall Team of the Year within LV (2018) through developing industry recognised L&D Centre of Excellence. • Introduced new ideas and external best practice to drive results- increased use of Digital learning methods, taking digital output from 10% to 50% and creating culture of blended learning at a reduced cost. • Achieved the highest employee engagement results across the Directorate (95%) during times of significant change.• Inclusion lead on Diversity & Inclusion Exec Steering group. Successfully influenced change of strategy to adopt ‘inclusive for all’ stance, including getting HR policies reviewed to be inclusive for all staff.• Provided insight into wider industry trends and successfully influenced organisational policy, e.g. Vulnerable Customers and mental health training. -
Learning Development ManagerLv= Sep 2012 - May 2017Bournemouth, Dorset, GbI headed up operational L&D across General insurance, achieving commercial results through focus on customer and people. Devised and implemented a new training strategy and further established the operation as a strategic partner in line with the Group's business objectives. Restructured the operation in line with this to great feedback from the business and a rise in employee engagement to 95% (world class), measured independently by Towers Watson. Increased the versatility and commercialism of the operation, improving productivity by 15% and evaluated all learning outcome results to Kirkpatrick level 3, demonstrating behaviour change in the business. Successfully led feasibility study to identify and implement best practise sharing across the Group. Community of practice set up a result and further knowledge sharing underway.Created versatility for a 24/7 workforce and drove introduction of data analytics and demonstration of ROI into the operation.
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Global Learning Development ManagerAviva Plc Jun 2009 - Aug 2012London, Gb• Responsible for all training and knowledge management activity across multi-site, FSA regulated Contact Centre operations.• Planning and delivery of training strategy and recruitment plans to repatriate 200+ Customer Contact roles to the UK.• Leading implementation of training for business objectives and legislative Change programmes into Aviva Customer Contact. Creation of a multifunctional operation based on demand and analysis.• Increasing Quality Control results and staff engagement through learning interventions.• Key part of leadership team delivering improvement in Customer Net Promoter Score results from -5 to + 25 in 2 years.• Influencing at all levels to Head of to ensure clarity of purpose and removal of blockages to improve efficiency. • Leading cross site team of Trainers and Knowledge Management staff to win Best Internal Service Team within Aviva UK during 2012 in recognition of outcomes achieved. -
Customer & Operations Training ManagerAviva Plc Aug 2008 - Jun 2009London, Gb• Lead on Customer Experience training delivered through outsourced suppliers in India and Sri Lanka. • Implemented and embedded FSA TCF programme and Training & Competence scheme across offshore operations.• Supported Head of community by shaping Customer Experience and learning initiatives delivered to drive Customer Satisfaction improvements and achieve Target Operating Model. • Developed new integrated training approach for induction and process training of agents, working with internal and external organisations. • Achieved higher engagement and reduction in staff attrition during training. • Realised cost and efficiency benefits in learning across the business through the identification and simplification of requirements and reduction of associated costs.
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Training Manager - Outsourcer & OffshoreNorwich Union International Apr 2006 - Jul 2008• Embedded within outsource partner WNS for Aviva, used extensive Contact Centre experience to provide consultancy to project managers, supporting definition and execution of project training plans.• Worked across cultures and in a fast paced, delivery focussed environment to successfully co-ordinate work across suppliers and support offshore migration• Successfully reviewed the training approach to Culture and Change. • Shaped a robust validation process, gained agreement from sponsors and completed implementation of this. Communicated staff requirements to support associated training across all business areas and achieve successful migrations. • Evolved a recruitment process for selecting staff to travel offshore. Delivered preparation training to all levels of staff including agents, leaders and senior managers.• Worked closely with people managers, helping them evolve their training approaches and evaluation processes to support the move to a new operating model. Key focus required on impact to customer and costs, especially through the transition period. -
Business Learning Hr L&D ConsultantNorwich Union Life Jan 2004 - Apr 2006Business Learning Consultant, HR, Norwich Union, 2004-2006• Lead consultant on ‘front of house’ and Finance transformation projects. Seconded to project from initiation through to delivery, working closely with analysts and project managers throughout the life cycle.• Created and maintained detailed and accurate plans, acting as point of contact for all stakeholders.• Proactively consulted with all levels of management to highlight benefits and risks of different approaches to bring down costs, timescales and travel commitments.• Proven ability to Coach Mentor staff and managers through Certificate in Coach Mentoring through Oxford Total Learning Group.
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Trainer- Customer Service & RetentionNorwich Union Life Jun 2002 - Dec 2003• Design and delivery of all aspects of customer service training to contact centre staff across four sites in the UK.• Proactive and radical redesign of induction programme to focus on customer care.• Management of Capability and Disciplinary procedures for delegates. Relationship management with HR to manage staff through exit procedures where appropriate.
Paul Moore Skills
Paul Moore Education Details
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Cipd QualificationsL7 Advanced Diploma In Strategic Learning & Development- Currently Studying (2022) -
Diploma In L&D Management- Tap
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Cipd QualificationsCipd Certificate In Training Practice
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Chartered Insurance InstituteCf1 Chartered Insurance Institute: Financial Services: Life
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City & Guilds Ptlls Post 16 Qualification
Frequently Asked Questions about Paul Moore
What company does Paul Moore work for?
Paul Moore works for Bupa
What is Paul Moore's role at the current company?
Paul Moore's current role is Head of Talent Acquisition & Learning | Expert in Learning & Development | Customer Relations | Complaints | Operations | Quality Assurance |⭐GOLD winner at The Learning Awards.
What is Paul Moore's email address?
Paul Moore's email address is paul.moore@lv.com
What schools did Paul Moore attend?
Paul Moore attended Cipd Qualifications, Diploma In L&d Management- Tap, Cipd Qualifications, Chartered Insurance Institute, City & Guilds Ptlls Post 16 Qualification.
What skills is Paul Moore known for?
Paul Moore has skills like Training, Outsourcing, Call Centers, Change Management, Talent Management, Management, Customer Experience, Business Transformation, Process Improvement, Leadership, Human Resources, Training Delivery.
Who are Paul Moore's colleagues?
Paul Moore's colleagues are Lottie Gunn, Mike Burgess, Dawei Xia Cmgr Fcmi, Molly Morgan, Jane Scadding, Andrew Clarke Cissp, Richard Norris.
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