Phil O'Shiel Email & Phone Number

Multi Site

As the Group Lead / Director for The Phoenix Group, the UK’s largest long term savings and retirement business, my mandate is to deliver for the client, a business which transforms the operational ways of working across the estate. Covering seven geographical locations across the UK and India, with over 3000 colleagues my business is one which continues to grow, ensuring I transform for the client in both technology, people and digitalisation. Delivering a sustainable operation which achieves exceptional customer outcomes for all parties..

United Kingdom

As Client Delivery Executive and member of the Exco committee I am the owner of the business P&L and shared service functions. Running both a significant Pension operation and Protection business across multiple locations I lead across strategic decisions which involve customer, clients and finance. Responsible for all key business components, including the end-to-end Customer Experience and the running of a complex service chain which supports a network of Financial Advisors and the end customer.

Lytham, Lancashire, United Kingdom

Operations Director for the award winning North West Contact Centre 2020, delivering Life and Protection for Aegon.This includes the running of a service chain which supports IFAs, and customers achieve their goals of financial security.The role focus is to deliver1. Operational Excellence & Benchmarking 2 Exceptional Service Delivery3. Transforming Digital Capabilities4. Leading Cultural ChangeKey responsibilities include Change, I.T, Risk & Operations inclusive of Underwriting, Claims and the customer experience across the end 2 end outsourced business. The last 12 months has seen the business achieve external recognition across numerous awards bodies 1. North West Winners Contact Centre 20202. CCMA Bronze Award for People Programme 20202. ECCCSA Highly Commended Outsourced Partnership 20193. Winner British Claims Awards 2019: Underwriting Team Of The Year4. Winner Industry Cover Awards 2019: Claims Team Of The Year

Multi Site

As the CF1 approved person, and board member my role was to re purpose a nationwide business. As Managing Director for the “Debt Collection” and “Early Life” (600 FTE) portfolio across Capita I had the ownership of all aspects of the business. My remit was to undertake a root and branch transformation programme to positively impact all areas of both business streams at no increase in cost and higher margins. During my tenure the business was fully re purposed in readiness for the next phase of the strategic plan.Key highlights include:• Responsible for the successful delivery of the operational and business plans. • Responsibility for managing relationships with portfolio vendors and internal stakeholders to further develop the business.• FCA Approved Person role CF1 with responsibility and accountability for regulated activity

Multi Site - Uk

As the Assurance Director (CF29) for Capita Lending Services I was responsible for the oversight of all regulatory activity & the deployment of a shared services function. I was responsible for all “First Line Assurance” activity across both secured and unsecured operations incorporating risk management, quality oversight, remediationand all aspects of communication and training. The deployment of Shared Services covered circa 1000 colleagues with the key remit to deliver a business which was enabled through essential service provision. Key areas of focus include:1. Embedding a risk culture across each business through the active management of policy adoption 2. Interface with Compliance Business Partners to clarify regulatory matters and ensure all regulatory standards are clearly understood and embedded within the First Line3. Identifying and promoting changes to the Operational Frameworks, providing support and guidance for any resultant changes to be implemented in the business unit.4. Overall responsibility to ensure quality monitoring and assessment is delivered ensuring all business areas have a clear understanding of adherence to quality and actions are in place to deliver. 5. Dedicated 1st line of defence for business units in Manchester, Leek, Plymouth, Preston and Glasgow 6. Management of Sec 166 activity ensuring as an outsourcer we provide the solution to the clients regulatory challenges. 7. Maintenance of effective stakeholder relationships through provision of advice and guidance on regulatory compliance8. Management of remediation / rectification programme working with the client to ensure a positive customer outcome is achieved.

Stockport, United Kingdom

Mortgages, Sales and Customer ServicesDeveloped MMR (Mortgage Market Review) operational strategy ensuring business is on track to maintain regulatory standards. Responsible for multi-channel customer service offering across a diverse operation including mortgages, customer services, direct banking and B2B Sales and Service. Developed a conduct risk framework within telephony to review interest only customers and affordability into retirement to deliver good customer outcome. Overall management of approx. 500FTE across two sites, ensuring performance objectives were achieved profitably and in line with the agreed business strategy and business objectives. Created and embedded a continuous improvement culture by supporting the identification of opportunities to improve and re-engineer businesses processes and deliver quality outcomes.Managed a centralised core sales offering, managing all risk requirements and delivering excellence within customer outcomes. Embedded "Systems Thinking" across the estate refining customer solutions and improving colleague engagement.

Manchester, United Kingdom

Responsible for multi-channel contacts across the Personal Customer base including the leadership and management of the Outbound telephony department, direct marketing-driven Inbound Sales function and Small Business sales department. Delivered the sales performance across each product line ensuring all commercial targets are achieved. Built an Outbound capability which executed the Customer Relationship strategy through pro-active customer contacts. Responsible for stakeholder engagement across all product lines to ensure the desired customer outcome is achievedGeneral InsuranceResponsible for the delivery of all core General Insurance products, delivering performance targets ahead of 2009 plan through the deployment of diverse customer propositions. Responsibility for the leadership of both inbound and outbound operations optimising the closure of sales throughout the customer journey. Delivered and designed Key Leadership training across sales management uplifting performance in the process. Responsible for the implementation of key controls to drive exceptional regulatory performance. Delivered key coaching programme driving both “voice of the customer” and “behavioural” change in the customer facing workforceResponsible for stakeholder management across channels driving marketing to increase call volumes through responsive campaigns

Stockton On Tees

Delivered exit strategy for Lending business relocating staff and replicating business to another business unit, co-ordinating training & development initiatives to redeploy team members into further roles. Coordination of site closure supporting the operational relocation of all sales activity including all lending and income generation activity. Played a key role in the increase and development of a non-sales workforce into a Sales delivery channel within a three month timescale. Responsibility for the management of both credit card cross sales and lending portfolios. Multiple channel delivery across retention, cross sales, card activation and a customer lending strategy. Deliver of a new IVR initiative to drive down costs and increase customer retention through Lean methodology. Delivery of a lending team which passed FSA accreditation in both 2007 and 2008

Sunderland, United Kingdom

Led the successful implementation of a dynamic Lending team with over £10-£15 million worth of lending applications per week. In this role I was responsible for the leadership and development of over 100 FTE. Key successes in this role include 1.Recognised as the top performing leader across distribution.2.Exceeded all customer and revenue targets.3.Developed lending centre of excellence