- Drive the thought leadership and strategic direction for Systems Thinking- Document approach to systems thinking, including tools, templates and techniques and ensure these are regularly refreshed- Prioritise and schedule systems thinking interventions to meet Customer Strategy and Business Plan outcomes- Ensure risk management is embedded in systems thinking interventions- Apply and monitor the use of required modelling and analysis tools, methods and standards- Ensure that agreed process, people and system changes resulting from systems thinking analysis and design are successfully implemented and embedded within BAU - Lead and develop systems thinking analysts and SMEs, including resource allocation and training- Lead projects / continuous improvement activity across the Business and other parts of the value chain, overseeing SME resource within the project team- Responsible for providing support and coaching to all management levels to ensure that the highest standards are achieved and an attitude of continuous personal development is adopted- Contribute to planning and implementation of Customer Experience strategy- Monitor regulatory and market developments and assess the impacts on Customer Experience- Ensure that effective relationships are established and maintained with other business areas

Responsibilities & Skills:- Drive continuous improvement activity across varied business areas- Coaching and Mentoring less experienced facilitators to build their competence and outcomes - Review business areas to highlight opportunities (lower cost base / unit cost)- Maintain benefits measurement and realisation methodologies- Implement and maintain target operating model for Business Process Management- Reviews and impact analysis of alternative system solutions- Extensive facilitation experience to deliver improved Customer and Business outcomes- Proactive feedback loops to ensure lessons learnt- Extensive Life Protection business knowledge, including process integration into strategic direction- Full end to end understanding of Life Protection business processes and customer interactions.- Effective stakeholder management- Strategic Improvement Operational readiness experience from initiation, through to benefit realisation- Regular point of contact for business, risk, and system issues From August 2016 to June 2017 seconded to the Protection Directorate Team to lead on, develop, and deliver solutions to the FCA review into Legacy Product Administration for Life Assurance companies.Currently working on delivery of compliance with GDPR for May 2018.Major achievements- In excess of £1.5M savings delivered to date in FTE and consumables- Pipeline of improvement work developed for new workflow system highlighting in excess of £1M savings- Delivery of European Union Directive on equalisation of life insurance rates irrespective of gender.- Ultimately delivering the greatest APE for LV within a month at that time, to a drop dead deadline- Digitisation of Sickness Claims in Protection reducing end to end time for customer to receive payment by 38%- Introduction of verbal claims for Life products, reducing cycle time for Customers payment from 19 days for non-underwritten products to 1 day, and from 10 weeks to 1 day for underwritten products

During this period I was the Department Manager, involving management of in excess of 100 direct and indirect reports, running the Protection New and Existing Business areas under an outsourcing agreement with Liverpool Victoria Friendly Society for EDS.Service Levels met for 35 out of 36 months whilst under my direction, always under budget, by balancing resource against Service Level requirements.

Management of system migration, from old legacy mainframe systems to a bespoke developed in house IT solution.

I spent a year working as a first line Manager in the Protection New and Existing Business department. With direct line management responsibility for between 10 and 15 reports, to deliver agreed BPO service standards, whilst developing and motivating the team.