Tracy Sheldon work email
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Tracy Sheldon personal email
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MOVES MOUNTAINS – EXCELLENT PEOPLE DEVELOPER – COLLABORATIVE & FUN!- Brings an extensive breadth of knowledge, experience and skills to the table including sales, marketing, customer experience, digital transformation, continuous improvement and operational strategy & leadership expertise in the Financial Services arena- Decisive, results-oriented leader and change manager, with extensive planning and organisational skills. - A people-oriented, creative team player who excels in directing cross-functional teams in a pragmatic way to achieve business objectives.- Powerful communicator and networker, engaging stakeholders and employees at all levels of the organisation, influencing them to support the delivery of corporate objectives to timescale - Exceptional coach and mentor, developing people to optimise performance and supporting them as they grow both personally and professionallyKEY OPERATIONAL AND CHANGE MANAGEMENT ACHIEVEMENTS:- Instrumental in shaping operational strategy and has led a comprehensive efficiency programme across UK Sales & Service, unlocking double digit efficiency savings year-on-year. Key areas of focus have included organisational design, process improvement & automation, harnessing new technologies and improving the way that the Sales & Service contact centres work.-Leading the Bot agenda for Ageas UK and the strategic digital transformation of customer contact centres, Tracy has implemented voice and chat bots and robot process automation, as well as improving online self-service journeys for customers, driving significant operational efficiencies and improved customer experience- Led the development and implementation of business readiness and incident management methodologies which have ensured that change lands smoothly within Operations and that any incidents are addressed promptly, risk is controlled and customers are treated fairly - Spearheaded the development of a Customer Experience strategy for RIAS with the reduction of customer effort at its heart- Championed an ongoing programme of process improvement designed to improve efficiency, as well as both customer and employee experience
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Head Of Operational EffectivenessAgeas Uk Oct 2024 - PresentEastleigh, Hampshire, GbAs the Head of Operational Effectiveness at Ageas UK, I lead the definition, development, and implementation of strategies that unlock operational efficiency benefits, enhancing customer journeys and overall customer experience in line with our Customer Ambition. I spearhead the operational digital strategy and delivery, including bot design and implementation, while identifying and implementing future technologies such as AI and Gen AI to support efficiency and customer experience objectives in our contact centres. Additionally, I champion Continuous Improvement within the Customer function, role modelling and sharing best practices across Ageas UK and the Ageas Group. My focus is on harnessing new technologies, adopting a digital-first approach to customer servicing, and optimising the core policy administration system to drive down cost per policy and achieve both efficiency and effectiveness. -
Head Of Continuous ImprovementAgeas Uk Nov 2014 - Nov 2024Eastleigh, Hampshire, GbDelivering the operational efficiency agenda across Sales and Service in Ageas UK.- Shaped and led a comprehensive efficiency programme which has delivered a year-on-year double digit (%) improvement in operational efficiency across UK Sales & Service contact centres. Key areas of focus included organisational design, process improvement & automation, harnessing new technologies and improving the way that Sales & Service works.- A strategic thinker, pivotal in creating and executing operational strategy. Trail-blazed the use of new technologies in Sales & Service (including Voice and Chat bots along with Robot Process Automation) to improve efficiency and customer experience, sharing this expertise at both UK and Group Level
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Head Of Operations SupportAgeas Uk Aug 2009 - Nov 2014Eastleigh, Hampshire, Gb- A key member of the Operations Management Team, steering a wide range of support activities, enabling other operational heads of department to focus on the day-to-day delivery of sales performance.- Created and grew an operational support team, driving the operational change agenda across a range of performance, efficiency, customer and people-focused initiatives; ensuring business readiness for company-wide change; delivering a robust incident management approach in order to ensure any incidents are addressed promptly, risk is controlled and customers are treated fairly; and spearheading the operational process improvement agenda.- Led the back office function, focusing on improving certainty of service level delivery and driving c. £1.2m of efficiency savings over 2 years.- Spearheaded the development of the RIAS operational Customer Experience strategy, focusing on the reduction of customer effort. In 2013, this programme (combined with relentless process improvement and automation) resulted in a Net Promoter Score of +63.1 and a Net Easy score of +60.6; a 53% reduction in complaints; a 68% reduction in advisor errors and a Right First Time score of 92.5%.- Pioneered the implementation of innovative SATMAP technology (matches customer and agents psycho-graphically to improve sales conversion rates), delivering an additional £450k in income YTD 2014.
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Board TrusteeMargaret Green Animal Rescue Apr 2023 - Nov 2024Wareham, Dorset, GbRESCUE, CARE, REHOME & SUPPORTMargaret Green Animal Rescue is a local animal rescue charity working in Dorset and Devon in the UK. It strives to bring about the day when every companion animal in Dorset and Devon has a happy home for life.It aims to - - Promote humane behaviour towards animals by providing appropriate care, protection, treatment and security for animals which need care and attention due to sickness, maltreatment, poor circumstances or ill-usage- Educate the public in matters pertaining to animal welfare in general- Prevent cruelty and suffering among animalsMargaret Green Animal Rescue has the following core values -- Honesty- Caring and Compassionate- Dedicated & Committed- Professional- Forward Thinking -
Sales & Marketing Consultant (Contract)Rias Plc. May 2008 - Aug 2009- Orchestrated the development and implementation of 10 new sales and service bonus schemes from initial strategy and concept development through to implementation, with the aim of aligning business and individual sales objectives, performance and bonus payments.- Led a media agency review for the Fortis UK Group from search & selection through to contract negotiation & completion, resulting in a 27% saving on media agency fees. -
Senior Client Communications ManagerInsight Investments (Part Of Hbos Plc) Jan 2008 - Apr 2008- Led the marketing effort on the implementation of a new internet content management system, achieving sign off on a functional specification document and driving forward all the marketing workstreams. The marketing director was delighted by the progress made within a short timescale.
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Marketing Consultant (Contract)Rias Plc Jan 2007 - Dec 2007Eastleigh, Hampshire, Gb- Recommended and implemented improvements to home insurance documentation, making it clearer and easier for customers to understand, thereby ensuring that it meets the FSA’s “treating customers fairly” guidelines. Customer research demonstrated that the new documentation was a significant improvement on the current version and that the new policy book is one of the clearest that the respondents had encountered.- Recommended and implemented improvements to the home insurance retention process to improve retention rates.
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Senior Marketing Communications ManagerBarclays Wealth Jan 2006 - Oct 2006London, Gb- Developed and implemented a robust international marketing plan to deliver required business results. On track to deliver 10% income growth in 2006.- Achieved sign off for a business case to recruit an increased headcount of 5 client communications managers (from an original headcount of 0 FTE) and recruited the additional team members, who are now delivering campaigns and product launches to achieve the 2006 income target.- Developed and delivered a through-the-line international marketing campaign to capture additional assets under management. Achieved a 9:1 return on marketing spend, 181% of campaign target and a 259% uplift in assets compared to previous activity. -
Group Marketing Manager, Wrap PropositionsAbbey Jul 2004 - Nov 2005Gb- Recruited to spearhead the development of a new, online investment service proposition for consumers. Created a detailed strawman proposition and formulated a robust, insight-based business case that enabled senior management to make an informed decision on the commercial merits of the proposition. - Managed all internal and external marketing communications on Abbeys high net worth Intermediary Wrap service, maximising Abbeys presence at minimum cost saved £300k over a 4 month period. - Completed a review of all literature supporting Abbey's Wrap service for intermediaries, recommending a streamlined and improved literature suite. Achieved positive feedback and support from the sales team. -
Member Nominated Trustee, Abbey National Group Pensions LtdAbbey May 2002 - Nov 2005GbBOARD APPOINTMENT -- Appointed to the Board of Directors responsible for the running of the various Abbey National Pension Schemes, which have 41,000 members and £2.2bn funds under management. - Liaise on a regular basis with Abbeys senior executives in order to manage the investment strategy, oversee the administration, ratify ill-health retirement decisions and other matters requiring board approval.- Active member of Investment Sub-committee, setting investment strategy, selecting fund managers and reviewing performance.
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Employee Communications ManagerAbbey Jan 2004 - Jun 2004Gb- Established relationships with senior management in the Customer Propositions division in order to create and implement a divisional employee communications plan that met the objectives of the management team and the needs of the members of the division.- Pioneered a robust planning approach that was implemented across all Customer Divisions to ensure a steady flow of relevant communications to employees, avoiding bottlenecks and inappropriate communication clashes.- Led company-wide internal communication of a number of confidential and highly sensitive projects, including complex issues such as the With Profits fund zero bonus rate announcement. Selected the most appropriate medium through which employees received information, enabling them to do their jobs effectively.
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Marketing Manager, Personal LoansAbbey Feb 2002 - Jan 2004Gb- Achieved a twelve-fold increase in internet lending, when accountable for the internet channel unsecured lending performance. - Orchestrated pricing and promotional activity, which increased internet lending from 4% to 37% of total unsecured lending within a 12 month period, with no negative impact on quality of lending or profitability. - Increased average internet loan size by 21% and the payment protection strike rate by 50%.- Instigated the recalibration of pricing and profitability models as part of cross-channel role. These improvements reflected consumer price sensitivities, applicant quality and behaviour for each channel - increased new business margins by 25%.
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Marketing Manager, Life, Investments And PensionsAbbey Aug 1998 - Jan 2002Gb- Managed and drove the performance of a number of key life and investment products in various stages of the product life cycle, as well as leading projects to improve cross-sales on mortgages and savings bond maturities.- Repositioned Abbey's Protection Plan, through an integrated marketing plan and a robust internal communications and training programme for advisers. Total sales volumes of plans with Critical Illness cover were 154% of previous year. Protection plans sold with Critical Illness cover increased from 62 % to 76%. - Produced a five-fold increase in sales of home improvement loan protection and strike rates quadrupled.- Led work with colleagues across marketing and sales to integrate cross-sales seamlessly into the mortgage sales process, providing a sales presentation pack. Sales feedback was excellent.- Received an Abbey Marketing Excellence Award for the quality of content that supported the relaunch of Abbey's internet site in 2000.
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Insurance Development ConsultantAbbey Jul 1995 - Aug 1998Gb- Supervised, coached and developed a cross-section of employees from experienced Branch Managers to new trainees on Abbey National Life and mortgage products. This included training & coaching on new products; sales skills; computer systems; fact-finding; best advice and report writing.- Developed and delivered training that had positive impact on sales results. For example, one training session on a key investment product increased sales in the area by the equivalent of an extra 1.5 advisers over a 9 month period.- Coached individuals and teams, creating significant improvements in the quality of advice provided and record keeping advice quality was 15% better than the regional average.
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Financial Planning AdviserAbbey Dec 1992 - Jul 1995Gb- Company representative of Abbey National Life, selling a wide range of life, investment and pension products
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Various RolesSantander Consumer (Uk) Plc 1992 - 2005Redhill, Surrey, Gb -
Financial AdviserEndsleigh Insurance Services Sep 1991 - Dec 1992Cheltenham, England, GbCompany representative of Friends Provident, selling a wide range of life, investment and pension products
Tracy Sheldon Skills
Tracy Sheldon Education Details
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Harvard Business School OnlineLeading With Finance -
ProsciChange Management Certification
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Apmg-InternationalProject Management
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Six Sigma StudySix Sigma Green Belt
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Full Potential GroupFull Potential Coaching
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Chartered Insurance InstituteAdvanced Financial Planning Certificate
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Chartered Institute Of BankersCertificate Of Financial Advisers (Cefa)
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University Of StrathclydeMarketing & Psychology
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High School Of Glasgow
Frequently Asked Questions about Tracy Sheldon
What company does Tracy Sheldon work for?
Tracy Sheldon works for Ageas Uk
What is Tracy Sheldon's role at the current company?
Tracy Sheldon's current role is Head of Operational Effectiveness, Ageas UK.
What is Tracy Sheldon's email address?
Tracy Sheldon's email address is tr****@****aol.com
What schools did Tracy Sheldon attend?
Tracy Sheldon attended Harvard Business School Online, Prosci, Apmg-International, Six Sigma Study, Full Potential Group, Chartered Insurance Institute, Chartered Institute Of Bankers, University Of Strathclyde, High School Of Glasgow.
What skills is Tracy Sheldon known for?
Tracy Sheldon has skills like Financial Services, Stakeholder Management, Change Management, Process Improvement, Incident Management, Business Strategy, Sales Management, Customer Experience, Business Readiness, Change Impact Analysis, Call Center Development, Job Coaching.
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