Stephen Chaffin Email & Phone Number

Heading up claims operations across the Insurance division, for the UK, US and Singapore, the key focus of my role has been to lead and evolve the service and experience that is provided to all of our customers. Driving efficiency and effectiveness this transformational change programme has encompassed far reaching process improvement, skills refresh and the implementation of the ClaimCenter system across all of our Insurance claims teams.Responsible for the development of the programme and structure, I have:- Managed and led the delivery of the Claims Vision, Target Operating Model and the programme business case, including clarity around benefit realisation- Engaged with and challenged the business to develop a common model across the multiple teams and platforms, to ensure consistency and comparability, as well as simplify implementation- Delivered the translation of the model into tactical requirements and a rigorous change map, incorporating process improvement and alignment, people and skills development, as well as the configuration and development of a new technology platform.- Developed and delivered a skills development programme, to drive best practice and continuous improvement within the teams. I have linked this into the technology piece, to ensure that the system best facilitates those behaviours, as well as provides appropriate management oversight and control- Driven engagement and buy-in across the key stakeholders and built strong relationships across the Aspen community- Led the restructure and skills refresh of the Claims Operations function, broadening the support provided and ensuring there are the foundations for a low complexity claims adjusting pool across the teams.