Transformed and modernised the Group’s Compliance oversight and data protection risk through identification, monitoring and mitigation skills and techniques across the business (circa 250 staff). Ensuring the business has enhanced regulatory controls, and ensuring regulatory interpretation built into tangible actions. Key achievements included laying compliance and regulatory foundations within the business for Consumer Duty and then embedding the Duty into the business to protect the business and its customers.- Embedded Consumer Duty.- Designed and issued monthly Business Assurance Reports.- Quality Monitoring / File Audits.- Developed Root Cause Analysis (RCA) of key events.- Led business through creating quality assurance regimes.- Created and improved approach to identifying / recording incidents.- Complaints Management.- Owned / Developed Risk Registers.- Drove necessary changes positively and a proactive change advocate.

Spearheaded the provision of Quality and Control management, reporting, guidance, and coaching across Marsh Operations in the UK and Indian operations (circa 450 staff). Identification, assessment and mitigation of risk to the business, providing support to Functions by reviewing, continually improving, and ensuring compliance with quality and control measures. Provided risk management guidance. - Designed monthly Business Assurance Reports to inform Business of where risk was, and improvement needed.- Developed Root Cause Analysis (RCA) of key events. Resulting in risk mitigation and procedure enhancement.- Through proactive RCA, led ‘lessons learnt’ activities creating a cycle of tangible risk improvement. - Led business Functions through creating Quality Assurance regimes. Created quality questions sets, quality reporting ensuring feedback and quality improvement loop established. - Ensured Group, divisional / local policies, procedures and governance are understood. Conducted quality, data analysis and training to identify and close gaps. - Creator of the Claims Quality Assurance Committee formed to close an identified gap in strategic direction. Establishing a ‘right first time’ approach.- Owned / modernised Risk Registers. Made them dynamic documents with actions / owners and introduction of detective / preventive controls.- Conducted Conflict of Interest (COI) project focused on business improvement, adherence and understanding of COIs. Established new COI database, with training / auditing to ensure commercial and colleague’s personal COI responsibilities were met. - Controlled the business’ potential Errors and Omissions (E&O). Assessing each circumstance on its own merits, liaising with the business, Legal team, and creating resolution strategy. - Creator of Functional Business Assurance review / action sessions. Output was creating remedial activities / improvements based on the risk event outputs.

Commencement of the role summarised above for Marsh. Role commenced whilst employed on the Capita / Marsh outsourcing contract before being transferred by TUPE arrangement to Marsh at the end of the contract.

Managed a team of five Business Assurance Control Testing Analysts. Testing across all Capita Insurance Services Contracts. Achievements included:- Created an integrated approach to ensure contracts working in a controlled way to meet regulatory and governance responsibilities. Through assessing contract risk, reviewing risks registers, and assessing quality indicators through liaison with the business test areas.- Created controls testing plans in liaison with the business aimed at testing constituent areas of risk. Risk based control testing plan articulated the current assessment, the testing approach, the impact of the testing, and the expected testing outcomes.- Testing produced reports identifying exceptions to the process / procedure requirement and expectations. A key part was focusing on actions that would enhance / improve the process.- Instigated a programme of follow up re-testing. - Consistency of controls testing was achieved by signing off all plans / activities and creating a catalogue of testing. - Implemented a process of ‘lessons learnt’ reviews following all testing. - Conducting controls testing around business areas key risk.

Employed by Capita on the Capita Insurance Services / Marsh outsourcing contract as a Claims Technical control responsibilities for approx. 220 handlers in Norwich / India. Achievements included: - Establishment of technical consistency across claims function based on best practice and standardisation. Achieved by reviewing / testing work, assessing gaps / exceptions on process / procedure and creating a programme of training / coaching.- Implemented audit and monitoring controls linked to staff feedback mechanisms- Assessing transformational opportunities within the ‘business as usual’ environment by utilisation of the offshore operation, leading to clients’ claims being processed more efficiently. - Co-ordination of the Claim functions Change Control mechanism. Ensuring that change is managed, controlled, and risk implications are assessed through the change process.- Creation of error identification and feedback mechanisms to ensure offshore operation competency, reduction of re-work and “right first time” quality output.

Lead Business Analyst for Claims, for the Capita Insurance Services / Marsh Contract, a major contract tender valued in excess of £200m. Duties included research, delivery and compilation of a Claims due diligence report, and transition plan.- Created phased transformation plans and delivered in accordance to business plan. - Ensuring right work done in the right place at the right time, underlined by a right first time culture.- Established Service Deliverables - analysing service triggers, hand-offs within the process, establishing dependencies, identifying key inputs and outputs, establishing success criteria. - Lead process reengineering and process mapping. Ensured processes effective, efficient and fit for purpose. Identified areas of ‘value add’ and brought them into process and enhanced or removed ‘non value add’ activities.- Through client liaison agreed parameters around current and future claim service level agreements, enhancing the customer journey.

Technical Claims role commenced with Independent Insurance (IICL) in December 1995. IICL went into provisional liquidation in June 2001. I was retained by liquidators, PWC, to assist with management of outstanding IICL claims. PWC transitioned to Capita in 2003.This role concluded as Technical Claims Manager (managing a team of 10/12 Claims Technicians).- Operationally managing a team and providing technical & tactical input into a range of London Market ‘run- off’ and ‘live’ accounts with a claims handling authority of £750,000- Agreeing service provider SLAs & fees, ensuring service delivery, costs monitored/controlled.- Liaison with Financial Services Compensation Scheme (FSCS) re technical issues, claims improvement, and containing claims spend. Ensuring effective and efficient controls in place.- Dealing with reinsurance, FSCS claims, foreign jurisdictions, and resolving liability disputes.