Sharon Anderson Email and Phone Number

As the Business Change Manager for Fish Insurance, my responsibilities include:• Actively leading business change to improve operational efficiency through effective and robust process models.• Minimising business exposure and risk on project initiatives.• Monitoring and analysing MI to identify challenges to cost, quality, and revenue targets.• Following and advocating business delivery governance.• Delivering the best customer outcomes, process efficiencies, and revenue growth through continuous improvement.

• Identification of contract opportunities for clients;• Writing compelling tender submissions for all stages of the procurement process, including expression of interest; prequalification questionnaires (PQQs) and invitation to tender (ITTs);• Analysing performance to identify ways to improve success rate;• Liaising daily with clients;• Working to deadlines within a high pressurised environment.

Responsibilities: •Management of quality and monitoring programme, including:­-Set amount of call monitoring of over 300 sales and customer service advisers to ensure quality and compliance standards were being met;­-Providing quality performance reports to team managers, including details of any individuals who were not achieving the required standards;­-Conducting team call analysis highlighting strong performance areas and making recommendations for improvement;­-Working closely with team leaders and section heads to ensure quality standards were maintained and improved.•Management and development of the Business Development Team (10 staff plus Section Head);•Analyse, evaluate and improve quality standards across the business;•Manage and resolve customer complaints;•Key driver for the promotion of quality and business improvement;•Monitor and assess operational KPIs to ensure maximum profitability and regulatory compliance;•Conduct business reviews to identify areas for improvement and implement solutions through effective project management;•Perform quality benchmarking exercises against business competitors.

Personal and commercial lines consultant.