Sarah Nicholson Email and Phone Number

Intragroup Agreements (including shared services provider)• Lead governance forums and work collaboratively with functional and key stakeholders to ensure performance (SLA’s and KPIs) exceeds contractual obligations. • Integration of acquisitions into governance framework • Implementation of enhanced Global Mobilty Framework to support colleagues working in the UK • Implement and embed governance controls and service improvement plans to ensure business needs are met within boundaries of agreement.• Design and produce reporting for governance forums• Coach and empower less experienced colleagues to help them deliver their objectives. Supplier Relationship Management (SRM)• Oversight of Outsourced and Critical Suppliers compliance with industry and company processes, policies, risks and contractual regulations (such as SYSC08 and FCA). This included defining, developing and delivering operational controls.• Manage the contractual and commercial service performance of third party supplier agreements. This includes working with internal relationship managers to draw out insights regarding performance as well as conducting analysis of contractual and performance risks. • Design and produce high quality and accurate MI including analysing key performance indicators and communicating insights in clear and compelling manner.

Ownership of Offshore Governance Framework and leading the management of the relationships between UK & EMEA trading divisions and the service centre in India.- Manage governance processes to support transition of operational activity to India- Develop strategies to drive best commercial and operational value- Engage with stakeholders, providing advice and guidance related to utilising India operations- Manage the resource tracking and costs model

Application simplification focusing on migrating claims from legacy applications. Working on three projects simultaneously, my responsibilities included: • Identifying and capturing business requirements• Acting as bridge between IT developers and business users• Creating functional requirement documents • Testing development to ensure it is fit for purpose

• Implemented system driven complaints process that improved business efficiency by 15%• Rationalised workflow which reduced line managers daily workload by 10%• Created data entry method which increased data accuracy from 75% to 95% • Designed a search functionality for policy wording database which improved policy wording allocation to 100%• Enhanced business communication which increased customer satisfaction by 7% and improved staff efficiency by 20%• Software release management including release planning, testing, business sign off and delivering training and release notes• Software configuration management• Created and executed test scripts for travel app • Transferred business to new claims management provider which involved explaining business processes, completing quality control on documentation and acting as subject matter expert. This ensured smooth transition to new provider within agreed project dates.

Following return from maternity, I was seconded to IT transformation project for the implementation of new claims management software.• Devised user acceptance testing scripts, ensured test script completion, and reported test script fails • Conducted release planning • Collaborated on data mapping and migration and data feeds. Purpose was to transfer date from legacy system and create new policy feeds to improve claim notification process. • Prioritised KPI testing steps such as finding resource requirements, testing timescales, and testing progression • Acted as subject matter expert for Agile IT transformation project which included supporting project team, working with software company and supporting users from go-live

Accountable for the business performance results to improve efficiency and streamline costs.• Created a customer driven process improvement framework which reduced claim costs by £7,000 per annum and raised our service levels by 10%• Worked with IT to improve data feeds, enhance navigation of claims screens, develop online claim notification process• Utilised audits to identify and implement technical and process improvements • Selected new claims management software system with budget of £1 million• Served as analyst for MI consolidation identifying core claim reporting requirements which improved reporting quality by 15%• Established a process to enhance scheme management within software system which resulted in accurate reporting of profit and loss• Devised new method of documenting resource requirements by creating excel based reporting using formulas for forecasting and comparing staffing levels with productivity. This ensured accurate prediction of achieving required service levels

To manage service teams to provide a first- class service with responsibility for improving various claims processes for the headcount of 65 people • Created and communicated the strategic plan and set and monitored team targets• Analysed MI to identify trends and areas of improvements• Evaluated customer feedback to improve service such as amending audit process to issue documents quicker• Ensured teams produced the requested service data to management, clients and insurers within agreed deadlines• Created a competency framework regarding technical advancement which lead to 80% of staff increasing their technical knowledge within 6 months and saw a reduction in internal audit by 25%• Stakeholder on project for improving our web based customer feedback system• Re-structured the business teams so they were scheme driven rather than process driven which reduced lifecycle of claims from 32 to 28 days; improved customer satisfaction as well as client satisfaction• Documented the process for MI production and created an associated audit trail• Designed new processes to reward outstanding work by creation of a reward and recognition policy