Reported to the CIO and tasked with leading a transformation project in the Ageas UK insurance business. By applying a systemic approach to all aspects of the organisation including its structure, MI, leadership and processes my team, under my guidance, sought opportunities to better service customers and become more efficient by studying our processes from front to back and looking for opportunities to improve, innovate, automate and dissolve problems.Activity included:-1. Harnessing the power of purpose, linking measures to purpose. 2. Introducing artificial intelligence to the damaged vehicle engineering process and robotics to back office processes across the business.3. Reconsidering the scope and utility of FNOL.4. Reviewing the interaction between insurer and the property supply chain.5. Looking at flexible working practices.6. Creating a new suite of leading and lagging measures for the business.7. Seeking cost savings across the business.8. Helping to create a vision of the business in 3-5 years time and how to get there.9. Assessing "digital" options for Ageas UK.

Led the Ageas in the UK claims activities.Specialties: * Serving the customer first and foremost.* Curiosity / questioning / restlessness.* Thinking systemically. * Helping my team thrive. * Valuing suppliers efforts.* Exercising followership if appropriate.* Doing stuff differently.Ageas teams delivered market leading results supported by principles I developed known as the "Ageas Way."​ The Ageas Way defined our purpose and centres our work on the customer. To achieve this we eliminated effort that doesnt relate to purpose. I sought to find differentiation and competitive gain by reengineering the management of suppliers and other aspects of the management of insurance claims teams. I focussed on the role of the claims supplier in servicing our customers and created and developed innovative strategies in this area such as the award winning Ageas Solution Centre Network of vehicle repairers. In home claims we assembled a series of innovative arrangements with suppliers committed to collaborative working on behalf of the customer.Under my leadership Ageas Claims gained Service Mark accreditation from the Institute of Customer Service who declared us to be "world class."​ Member of the Ageas UK Management Committee and the Management Board of Ageas Law LLB.12 years experience of Board Membership on the Ageas Insurance Ltd and Ageas Services Ltd Boards. 4 years service on the Insurance Fraud Bureau's Supervisory Committee as a non executive director.I had the pleasure of serving as an insurer representative on the I Love Claims Motor and Home Advisory Boards since their inception.

In addition to my role as Claims Director at Ageas I was TU Claims Director reporting to the CEOs of Ageas and TU. Set up and developed the claims team for the Ageas / Tesco Underwriting joint venture.

Whilst Claims Director at Ageas I became a member of the boards of Ageas Services and Ageas Law companies set up to exploit the deregulation of the legal industry.

In this my final role with Aviva I led the 7 claims units servicing Norwich Union Direct Claims across the UK. Prior to this role I was Director of Claims for the broker servicing units in the south of the UK. My first role with Aviva was as Regional Claims Manager based in Newcastle. My team and I led a rapid growth in the claims centre in Newcastle upon Tyne including the creation and subsequent growth of the Ford Insure claims centre.

My last role with British Coal was as Regional Manager leading a team dealing with the impacts of mine closures in the North of England. Prior to this I was Assistant Regional Manager in the North East of England. In this final phase of my work with British Coal the role included commercial projects in South Africa and in the Czech Republic advising on mitigation strategies for the impacts of downsizing/restructuring industrial companies.

With the aim of becoming a mine manager I worked underground at mines all over the UK. In 1990 I moved to British Coal Enterprise as a manager in a team dealing with the impacts of mine closures in South Wales.