Managing a fantastic Team of Consultants, who safely deliver strategic change into the Insurance, Investment, and Pensions Departments of Scottish Widows.

Implementing legislative and regulatory change within Insurance. Working within project teams to safely deliver change into the business, from requirements capturing to handover and close. Primarily responsible for business readiness, resource and stakeholder management. Focusing on adapting my management style to Agile, recently achieving the AgilePM Foundation qualification.Experience of Project Governance in waterfall style projectsCreating and driving Business Peadiness plans for organisational changesResource Management across multiple business areasStakeholder Management at various senior levelsCommunication ManagementRelease ManagementOversight of testing and schedule planningIncident resolution

Improving team morale and claims processing times. Applying agile modelling to move heritage work from a paper based process to an online workflow.Leading 14 Health Claims Assessors. Implementing continuous improvement of processes to benefit customers and business.RCA of complaints and Breaches identifying trends and implementing robust controls.Working with Leadership team to generate 2018 priorities and implement an action plan to prioritise actions by quarter.Successful implementation of the desktop transformation programme which ran smoothly with minimal impact to customer experience.Driving in team training and improving cross versatility to reduce the requirement for overtime.Reviewing and reducing failure demand through implementation of new procedures.

Three months experience within the Operations Manager (OM) role within Bereaved Team to support the department. Successful experience of changing the culture in teams from a highly process driven team into a customer focused team, which resulted in a reduction of complaints, overall claims processing times and an increase in positive feedback from claimants.Direct Line Manager for 20 FTE, along with recruitment Analysis of MI. RCA of complaints, business testing results and breaches, identifying trends and implementing robust controls.Working on continuous improvement of processes to benefit customers and implementing timesaving techniques Ownership of all reporting for the area, providing packs to Senior Management, Directors and Proposition Management Groups, along with attending monthly calls to discuss commentary on development.Delivery of the monthly control effective review and attending the Functional Risk Committee meeting with Senior Management.Cross-site supporting of the two Bereaved Bristol Teams including regular travel. Mentoring staff through a succession planning programme, along with being involved in the programme set up.Supporting Head of Function with hosting the quarterly roadshows, following up with creation and ownership of an action plan and delegating accountabilities to Team ManagersHosting back to floor sessions with Senior Management across the group. Providing Business Impact Assessments for impending changes to Proposition Managers, and leading challenging discussions with changes to our year end targets.Implementing continuous improvement of processes to benefit customers and business.Liaising with other teams and branches across the business, building relationships and being the first point of contact. Dealing with bereaved customers requires on the spot decision making, weighing up customer needs and potential financial risks without unnecessary delay.

My current role is primarily to support the team manager in ensuring the work flows without disruption within a team of 36. Working in the Estates team I am dealing with bereaved customers so it is imperative that I can make on the spot decisions weighing up customer needs and potential risks without delaying the claim unnecessarily. Other daily responsibilities are: People management, Forecasting work plans up-to 12 months in advance taking into account holidays and potential sickness, Balancing daily work flow with controls and training, Working on continuous improvement of processes to benefit customers and implementing timesaving techniques Coordinating the organising and chairing of meetings across various teams, fitting impromptu meetings into tight timescales for senior management. Deciding which tasks must take priority to prevent complaints and allocation to staff, Changing plans at the last the last minute to accommodate unforeseeable changes, Ensuring there is always enough versatility in the team to cover holidays/sickness, not only onshore but also for our offshore counterparts Liaising with other teams and branches across the business, building relationships and being the first point of contact. Recently implemented a whole new system, organising and delivering the training, and working with key stakeholders to provide a smooth transition between the old and new system with minimum disruption. Route cause analysis of complaints, spotting trends and making changes to prevent future complaints, Agreeing overtime required for the team each month, and organising the implementation of IT systems whilst keeping within budget.

My main responsibility in this role was to recover monies from Financial Adviser companies, which were owed to Scottish Widows. This required an excellent telephone manner and confidence in knowing the information I had gathered was correct and would be sufficient if the case went to court. Owning a number of debt cases and recovering the debt in a timely manner, occasionally liaising with our external legal team for complex cases. I also worked on helping the main commission department in managing work flow and resolving issues including: Working closely with the Financial Risk and Controls teams to minimise the risks arising from manual work arounds and system faults, Creating and implementing control logs and outlook forms in order to achieve this. Ensuring the team met deadlines set by the Financial Services Authority, failure to achieve this could possibly result in fines, Creating, processing and reconciling fees and payments Coordinating meetings & minute taking Building relationships with clients Highlighting problem debt cases at first instance Compiling information for internal reports and future referencing. Producing daily work reports and maintain the agreed SLARectification projects Team management