Tom Middleton-Leonard Email & Phone Number

Salford Quays

Supporting the Senior Manager (Risk, Control and Governance) and UKI in the delivery of New Product Development (NPD) and In-Life Product Management (ILPM) process as per business and regulatory requirements.Leading on co-ordination of key governance forums (inc. scheduling, creation of meeting packs, recording of minutes, actions etc.).Ensuring all related NPD/ILPM documentation is maintained and developed (as required) to meet all necessary regulatory requirements, including any shared information repositories (e.g. ILPM SharePoint site, MS Team channel for NPD etc.) and related process maps, manuals and guides.Delivering of effectiveness reviews across all key governance forums.Maintaining/developing of the product governance risk register, ensuring risks and associated controls are assessed in line with business requirements.Provision of relevant information/metrics for onwards reporting (e.g. Risk, Control and Governance Oversight Meeting pack).

Salford Quays

Managed, developed and lead processes focused on identifying a need for change and delivering the change ensuring our products met customer and business needs.Managed and developed existing processes that focused on capturing and interpreting customer and business MI.Assessed the impact of System functionality – Swift or other systems associated to Swift and Business Processes.Liaised cross functionally with Sales, Service, Commercial Finance, IS, Legal.Presented requirements and recommendations to various governance groups for approval and authority to proceed to implementation.Assessed the process on an ongoing basis, ensuring that it is constantly fit for purpose and took rapid action accordingly.Understood the internal Bupa context and external marketplace and context.Understood the end-to-end customer journey through knowledge of the consumer operational areas and processes.Developed and led existing product development.Measured and monitored performance and implemented remedial action as needed.Modelled the expected culture and was responsible for managing risk in the area.

Salford Quays

Support the Consumer PMI product team to manage a range of Consumer PMI products to support the business in its growth plans.Support the development, approval and implementation of initiatives, with a clear rationale for each change.Responsible for enhancing customer value and the customer experience via product and process changes.Responsible for identifying, managing and reporting incidents and risks, ensuring all regulatory obligations are met.Analysing product, market and risk data as well as internal performance information to inform business decisions.Currently working with a diverse set of stakeholders to develop and deliver initiatives at pace.Supporting other team colleagues in achieving the overall objectives of the team.

Manchester, England, United Kingdom

When I first joined as a Business Improvement Manager, I was responsible for picking up a Vulnerable Customer (VC) project within the UKI Commercial area, ensuring up to date information and processes are within FCA and ABI guidelines yet still enabling staff to deal with a VC in the most appropriate way to meet their needs.I reviewed all the work that has been done prior to joining and established a new plan to simplify the roll out and delivered three months ahead of schedule. Within the first six months of implementation, the areas quality scores were consistently above the targeted rate. I am now part of the business wide VC project to help embed a VC culture across the different areas.More recently I have played a key part in helping deliver on Bupa’s pledge to pass back any exceptional financial benefit made during Covid-19 back to our UK Health Insurance customers in the form of a rebate. I was responsible for getting the front-line support ready for when payments started to be made. I worked closely with, and built up some strong working relationships, with the Senior PM to scope out the requirements and worked closely with the Head of Internal Communications to ensure thorough FAQ’s were created to agents.Due to resource restrictions, we reached out to our third-party provider to set up a new team. I worked closely with their management and our training department to come up with a 10 day training programme to bring the team up to speed with business procedures and up skill them to become experts in all things rebate.Other responsibilities include working closely with the Senior BA to ensure all manual payments to customers are made accurately and that the support is in place to help the team understand who to raise the payment for.Further responsibilities include setting up a support team of existing agents to help with any complex customer queries and I ensure I am the link between the third party provider and Bupa for any issues and support.

Manchester, England, United Kingdom

The job entailed supporting the investigation in to establishing the root cause of severity 1 and 2 incidents across the UKI Commercial function and assisting with the implementation of improvements to mitigate the risk of them reoccurring. A big part of the role was to ensure that all records were fully up to date for audit and compliance purposes. When a change was identified and implemented, I produced and distributed written communications to the area in line with the Bupa tone of voice and communication standards.

Manchester, United Kingdom

During my time as a Knowledge Management Consultant, I was responsible for ensuring all the content on the Knowledge Management system (SupportPoint) was accurate, up to date and had all the relevant owners associated to each document. Any new content requests were reviewed, re-written in plain English and consistent with the other c.40,000 documents held on the system. As part of the creation, the content needed to be aligned with business policies and best practice whilst also being fully prepared, tested and reviewed by the relevant owners and stakeholders.Regular reviews were carried out, utilising the in-built system Management Information to analyse the hit rate of documents to determine which documents need to be prioritised for reviews and which ones can be archived due to non-usage.Often, support material needed to be created as the result of process changes through various projects. It was important that I understood the scope of the project and change to ensure the support documents were created accurately and in an easy-to-follow format. Working closely with the key stake holders enabled this to take place. Timescales were often very tight as final decisions weren’t made until the change was due to go live, so it was vital the work was completed quickly and to the best standards.As there were limited user licences, regular reviews of who was using the system was carried out on a quarterly basis, with non-usage users having their licence revoked. Regular reviews to ensure each user had the correct access to the relevant documents they required for their job role was also an important aspect of the role.

Salford Quays

I was responsible for assessing ideas allocated to me that came in to the team through the Continuous Improvement (CI) suggestions scheme (LaunchPad). The ideas were assessed for the feasibility of whether the suggestion or change would be worth while to investigate and implement across the customer service contact centre using CI methodologies.I lead briefings to the front line teams and managers of any changes to the processes within the contact centres and provided support to any queries that arose after implementation.A key part of this role was to manage and maintain relationships with key stakeholders and keep them informed at each stage of the implementation process and provide key updated on the impacts the change will have on the contact centre.

Manchester Area, United Kingdom

General retail work

I was responsible for answering incoming calls from customers and handling their queries from pre-authorising medical treatment, discussing their claims, providing advice on what their policy covers and support them with questions.I became a mentor in the performance academy to help new starters with any queries they had to support our customers when they came out of training and began taking calls.

Responsibilities included processing customers health insurance claims that came in either via post or electronically. Key attention to detail was required to ensure claims were processed for the right amount, to the correct payee and within the policy parameters. Once competent, I was then responsible for reviewing claims processed by our off shore team who referred them over when unsure of how to proceed. Part of my role was to also to audit claims over £10,000 were completed correctly and liaise with providers to clarify any missing claim details.I was responsible for maintaining statistics for the queues I worked, showing the average age of unallocated claims and average processing time per claim, then display these in an easy to view format.

Manchester Area, United Kingdom

General retail work

Wigan, England, United Kingdom

General retail work and management of store in the store managers absence.

Wigan, England, United Kingdom

General retail work

Improvement Specialist Level 5 Apprenticeship, Business Improvment

Bachelor'S Degree, Business Management (Accounting) 60 Credits, Pass

Hnd Business And Finance (Year 1), Year 1, Pass

• Legal Aspects of Business. • Work Based Project 1. • Foundations of Quality Management. • Foundations of Personnel Management. •.

A-Levels, Avce Business Studies (Double Award), De