Ryan Blake Email & Phone Number

Leeds, England, United Kingdom

Change Manager for People Services primarily working on ERP system implementation across the Canal River Trust.

Leeds, England, United Kingdom

Change lead in development of complex communication strategies for multiple change projects.Successfully delivered Technology upgrade projects to budget and time, including 6000+ device upgrades across an entire business with multiple locations.Developed strategies to successfully migrate 60,000+ employees across the Asda estate, building clear and simple communication strategies and ensuring successful implementation. Created multiple presentations to explain complex changes in simple ways and tailored delivery of presentations to the intended audience across all levels of the organisation, including Exec.Mentor individuals with interest in Change, including Lean and PROSCI methodology.

Leeds, England, United Kingdom

Monitor and enable successful planning, execution, and integration of new underwriting processes and systems into the existing operations of the organisation. Evaluate and upgrade underwriting processes and identify areas for improvement, such as streamlining workflows, reducing manual tasks, and applying automation solutions to enhance efficiency. Minimise risks associated with new underwriting initiatives.• Implement and drive change management efforts to ensure operational excellence and surpass set goals.• Establish and execute effective changes on multiple projects for risk mitigation as an underwriting lead.• Formulate change management plans, including identifying the scope and impact of the change.• Promote change adoption skills by building and maintaining high-level communications with stakeholders.• Track, evaluate, and improve the progress and effectiveness of the change initiatives per set KPIs.Key Achievements• Delivered effective leadership and guidance to 20 team members for continuous process improvement.• Increased operational efficiency and effectiveness by 33% through effective change management.• Executed circa 200 changes annually; served as a confident decision-maker on change prioritisation.• Decreased end-to-end customer journey from 28 days to 5 days through the implementation of continuous improvement; upgraded digital offering whilst meeting regulatory needs.• Upheld quality excellence by monitoring and delivering projects on time and to meticulous standards.• Won values award for creating and chairing a diversity and inclusion network. The first network with branded logos and managed content for a month-long spotlight campaign.• Rated as High Impact Talent within Talent Management framework (Top 4 of division).

Leeds, West Yorkshire, United Kingdom

Ensured strategic planning and management of daily underwriting operations for a global customer base aimed at improving customer experience. Oversaw and streamlined day-to-day operations of the underwriting functions, ensuring efficient and effective processing of insurance policies or other financial products by using forecast data to create daily work plans. Devised and executed standardised underwriting guidelines, prepared underwriting manuals, and continuously improved processes to enhance productivity and quality.• Demonstrated exceptional leadership skills, including deputising for ‘Head Of’; acted as Product owner for small change board, as well as advocate for lean with presentations to multiple audiences across the organisation.Key Achievements• Achieved 6% improvement on customer satisfaction NPS score and retention whilst representing 98% of the total subscription pool.• Managed onboarding academy and decreased training time from 6 months to 3 months.• Reduced SLAs by 50% by planning and executing a Lean Review project from proof of concept to delivery, winning a values award for my leadership.• Achieved 50% reduction in turnaround time for policy issuance by improving underwriting process efficiency.• Delivered 5% decrease in underwriting errors and omissions by assessing and maximising underwriting accuracy.• Generated 22% reduction in risk exposure by implementing enhanced risk assessment processes and controls.• Drove increase in premium revenue to reflect risk to fund; maintained acceptable risk levels via underwriting guidelines and customer risk reduction techniques.• Rated as Exceptional for overall performance.

Leeds, United Kingdom

Established and delivered specialised expertise related to all aspects of underwriting, risk assessment, and pricing within the context of the medical professional liability insurance industry. Supported the underwriting team in evaluating and assessing risks associated with medical professionals' liability insurance policies. Co-operated with underwriters, insurance platform vendors, project managers and other stakeholders to gather and analyse data, assess risks, and make underwriting decisions in accordance with MPS underwriting guidelines and risk appetite. Aligned underwriting processes with updated industry trends and regulations.• Established, defined, and executed innovative solutions for the successful delivery of change projects.• Devised effective training and support plans for team members to enable successful change implementation.• Built and strengthened relationships/collaborations with cross-divisional stakeholders.Key Achievements• Executed and administered a new operating platform from proof of concept to delivery.• Represented underwriting in multiple work streams of large change projects.• Handled hundreds of complex underwriting cases during system test, resulting in improved risk mitigation plans for high-risk applicants.• Implemented automation tools and changes, resulting in an 50% reduction in underwriting processing times.• Optimised underwriters' skills and knowledge by planning and executing underwriting training programmes.• Attained 2% increase in global policy sales year on year via the launch of new underwriting products.

Led, trained, and guided a customer service team of 14 members on overall facets of ensuring maximum client satisfaction. Planned and conducted strategic training and development programmes for team performance optimisation. Built and maintained robust relationships with key clients to ensure repeat business. Received and responded to member complaints, developed, and recommended solutions for continued member satisfaction.• Met and exceeded requirements of defined service level agreements whilst steering and developing people.Key Achievements• Integrated process improvements continuously to improve overall workflow and meet strict SLAs.• Enhanced effectiveness of overall workflow by 30% by integrating process improvements.• Optimised customer satisfaction through outstanding delivery of services.

Monitored and ensured delivery of excellent customer service to maintain repeat business. Guided clients on offered products and systems. Co-operated with team members to meet and exceed set SLAs. Managed 25 customers daily; received and resolved customer issues within strict deadlines. Cultivated and sustained relationships at all corporate levels. Augmented organisation profit and revenue margins by ensuring maximum client satisfaction.• Expanded portfolio of clients by attaining and retaining potential customers.