Vicky Walker Email & Phone Number

Horsham, Gb

London, Gb

• Leadership and delivery of UK Shared Services teams encompassing COO strategy, Operational Resilience, Resource Planning, Operational Telephony, BPO and Claims Change• Designing and setting strategy and policy across all teams within Shared Services, developing and ensuring delivery of the operational plans • Governing third party relationships delivering services to RSA, ensure action is taken to respond to the regulator (PRA and FCA) requirements• Responsible for determining and delivering COO Roadmap in partnership with COO Delivery Director and COO Executive• For UK cross functional initiatives impacting the customer journey or developing new internal capabilities accountable for strategy and approach, ensuring solutions deliver both customer and operational benefits and enhancements to current processes

London, Gb

• Leading and enabling the delivery of the Claims operational plan through a portfolio of projects and new initiatives to improve customer outcomes, enhance productivity and effectiveness and enhance indemnity performance• Developing and leading change agenda for Claims working with the functional areas to determine Claims strategy with projects mobilised to enable this• Building and managing the plan to identify interdependencies between the change projects across the function, enabling efficient resource management both within Change and across a wider pool of SMEs• Ensuring effective management and strong governance of plan to manage delivery of, and mitigation where applicable, of risks, issues & opportunities against all change projects in flight and appropriate stakeholders engaged both inside and outside of Claims• Leading the Change function to ensure that Claims have appropriately skilled and motivated resources to support the implementation of change, strategy and transformation across all Claims business areas.• Support and help drive the implementation of a continuous improvement culture across Claims, addressing opportunities for cost effectiveness, process improvements, Customer Service Excellence, Operational and cultural development.• Outward looking into the market to identify new technology / innovation to ensure we are keeping pace with the market• Ensure all change is aligned to the FCA regulatory guidelines and RSA internal governance• Working alongside Claims Roadmap to ensure BAU change supports Roadmap end state, utilising team to support rollout and deployment of end state solution into Operations

London, Gb

• Shaping development of stretching Claims transformation plan aligning with future strategy across Claims business areas and delivering this with support from both internal claims and external functions• Leading direct team and matrix reports to plan, mobilise and implement change initiatives into Claims portfolios • Ensuring effective management & communication of risks, issues and opportunities across the Claims programme • Owning IS Portfolio managing gathering of requirements, delivery of releases, incoming demand and delivery• Management of FTE benefit realisation • Driving sponsorship and support from senior Claims stakeholders.• Supporting the development of the longer-term Claims Strategy for the Claims business areas.• Driving the innovation agenda scaling existing opportunities, generating new ideas and shaping future strategy and approach

London, Gb

• Leading delivery of Data & Analytical projects through new agile methodology across the Claims function • Development and implementation of agile methodology (working externally with consultants) which delivered analytics benefits for 2017 into 2018 of £8.7m utilising this delivery method• Leading all scrum teams delivering first wave of Data & Analytical project (with internal and external resources), focusing on mobilisation of Proof of Concepts, ensuring scrum methodology applied consistently and skills brought in house using external resources• Scrum methodology rolled out across all scrum teams and Claims Change team• Building hopper of future Data and Analytical projects working with Claims Directors and their leadership teams to support benefit delivery for future years

London, Gb

• Shaping of projects from initial concept and CBA build to delivery and implementation including TOM redesign including movement of work offshore, improved indemnity performance and productivity improvements • Stakeholder management through regular steering groups, 121s and reporting• Managing IS budgets, leading a number of different suppliers to co-ordinate delivery, where applicable• Building and managing projects involving multiple workstreams to ensure project delivery on time and budget • Managing and leading resources supporting each project

London, Gb

• Leading the introduction of online claims technology across Motor and Home Claims business areas. For Motor Claims standalone system delivering Email/SMS updates to customers on claim progress, for Home Claims delivery of integrated eClaims system within RSA core claims system (CCS) • Managing budgets of £1m for Motor Claims delivery and £800k for Home Claims delivery• Managing external and internal suppliers to ensure delivery of IS solution on time and on budget• Shaping requirements with SMEs and prioritising accordingly given budget restrictions• Building and delivering CBA working with stakeholders and finance

London, Gb

• Leading co-ordination of Brilliant Service plans across Operations teams (both Sales & Service and Claims functions) • Building Brilliant Service Plans and Champions across Claims and Sales & Service areas• Transforming existing Customer reporting across Customer Champions and MI teams• Delivering change to improve customer scores within local Personal Motor Claims area - GIMRA scores for Motor Claims improved from 78% to 87% ranking improved from 13th out of 13 to 7th out 14 (June 2010 to June 2011)

London, Gb

• Developing the main claim system (CCS) used within RSA. Building a network of stakeholders across the business to gathering ideas, prioritise and then implement system changes driving benefits including income generation and efficiency savings whilst building system stability. Governance established to support delivery of these changes and track benefits • Managing budget and benefit sign off ensuring built into Operational Plan• Leading all CCS communications – ie release content, system downtime and dealing with all live service issues

London, Gb

Responsible for establishing a team of new starters within the Claims Department, coaching on all aspects of handling. When the team was integrated into the Motor team technical support provided through 121s, auditing etc.

London, Gb

Responsible for setting up and running a team of 20 new starters within our Motor Claims Department. Role involved training handlers (only one who had previous Motor Claims handling experience) on dealing with Motor Claims, from initial principles of insurance and introduction to RSA to auditing files and listening in to customer calls. Also picked up all Leadership responsibilities for the team. When the team were integrated into our Rapid Response team - carried on my technical support through 121s, auditing etc.

London, Gb

Variety of claims handling roles across several claims classes from first notification of loss to complex injury claim including Motor, Property, Construction and Liability