Integral to the delivery of an extensive Inbound and Outbound RFP. Identified the best suppliers by undertaking in-depth market research by visiting all potential suppliers using specific criteria as a scoring systemManaged, led and executed the delivery of the transition of outbound communications to CommunisisPivotal to the delivery of the transformation to high quality digital communications ensuring Zurich’s standards and its customers were kept at the forefrontSuccessfully developed a strategy to transition circa 1100 unique print streams based on differing file attributes. The strategy included prioritisation of transition based on volume and complexity.Full ownership of signing off all transitioned print streams ensuring the quality via numerous onsite physical output checks.Integral contribution to redesigning the end-to-end cheque process removing any overnight batch dependency and reduced the cheque base stocks from thirty-nine to three.Delivered a seamless transition of the Print Management and Studio services lines by working with the exiting and current incumbents to ensure delivery timescales were met. Branch visits at various internal locations and co-creation of a quick start guide to ensure a smooth rollout of Broker Portal. Significant contribution to the industrialisation of hybrid mail application which enabled hundreds of users to work from home during Covid-19 lockdown. These activities included hosting demonstrations of the service for users throughout the organisation, adding an extensive user base, and various base stocks.

Successfully managed supplier relationships with RR Donnelley and CMCSConsistently met the contractual SLAs, KPIs and governance requirements Strong knowledge of sourcing standards across the supply chain – information security, financial robustness and data protection.Strong project management skills developed through experience of delivering multiple projects including Office Mail Project, transferring in-house print production to central print. Accomplished print savings of 25% year on year and improving data controls and standardisation of formatsInitiated a Post and Communication Optimisation Project delivering an overall saving of 1.8 million in-branch downstream access and mail pack rationalisationEnsured timely and appropriate communications were given to all stakeholders for any issues around transactional print. Developed strong supplier and relationship management skills by being the first point of contact for service delivery, relationship and issue management for stakeholders and other third-party providers in relation to all customer communicationsDesigned and implemented disaster recovery and business continuity services and completed annual testing of these services. This included selecting samples of data with different attributes and then working with third party providers such as DXC and LRS to transfer the data to our DR providerChaired monthly service review meetings between Zurich stakeholders to monitor service delivery, projects, resource planning and spend

(Headhunted by Zurich due to extensive knowledge of the print landscape)Subject matter expert during the outsourcing of Zurich’s communication services including print and design, digital, transactional print and logistics.Skilled at issue resolution management ensuring any issues around transactional print are communicated to senior stakeholdersSuccessfully implemented and executed customer communications issue management systemswith ongoing oversight responsibilities.Set up detailed reporting including input and circulation of a daily issues log, root cause and trend analysis.

(Tuped across to RR Donnelly when taken over the in-house print facility)Continually exceeded service level and operational level agreements by prioritising workloads and working with the leadership and management teamAccurately recording and communicating any issues resulting in failures to meet the agreed targetsEnsured that Quality Control and Quality Assurance standards were adhered to and that regular benchmarking and reviews of the standards were carried out, including any remedial actions where required.Actively sought out and created opportunities to improve existing processes and practices by having a flexible approach to working procedures.