Bupa UK Insurance – Senior Manager – Customer Support (Current Role)
Responsibilities
- Deliver administration services to health insurance customers, ensuring high quality output within challenging SLAs.
- Manage the insurance risk for underwritten customers through the accurate delivery of underwriting guidelines.
- Lead a team of 130 colleagues across different regions to deliver required service levels within strict quality tolerances.
- Drive improvements to customer journeys and customer critical interactions to support customer experience enhancements.
- Review & improve customer journeys ensuring customer experience is delivered at the highest level.
- Manage a portfolio of risks within the business area to ensure compliance to market regulations.
Achievements:
- Delivering +1m customer transactions annually; improving performance metrics year on year.
- Increased automation by 60%, resulting in improved customer experience with reduced costs.
- Absorbing additional demand into the team & delivering improved performance with reduced headcount.
- Improved all customer metrics following customer journey mapping activity & business improvement activity.
- Delivered improvements in the contact centre function significantly improving all key metrics.
Bupa UK Insurance – Business Improvement Manager (Jan 2017 to Jul 2019)
Responsibilities
- Identify root causes of complaints across the business and deliver improvements to reduce overall volumes.
- Review customer journey maps within the Customer Support team to identify improvement opportunities.
- Review business data to identify failure trends & high demand processes to identify & remove non-value add elements.
- Work with Executive stakeholders to build a programme of activity to improve the Customer Experience.
- Lead projects across different business units ensuring multiple team collaboration.
- Deliver improvements to customer journeys to support the business wide objectives.
Achievements:
- Created a Root Cause Resolution function including relevant governance, structure, recruitment & frameworks.
- Slashed complaint volumes by 42% by implementing sustainable improvement solutions across the business.
- Delivered a digital approach for customer interaction significantly improving customer experience.
- Created & implemented a cross business Customer Experience forum ensuring end to end customer journeys mapped.
- Implemented a ‘future state’ model for the Customer Support functions that led to improved experience for customers.
Lloyds Banking Group – Senior Business Improvement Manager (Nov 1997 to Jan 2017)
Responsibilities
- Lead project teams across different business units demonstrating role model skills and behaviours.
- Drive improvements to the Consumer Finance customer journeys to support group objectives.
- Responsible for reviewing & challenging customer journey maps across the business unit.
- Develop and maintain key stakeholder relationships with Executive stakeholders for aligned areas.
- Manage an external provider of customer experience surveys and thematic reviews.
- Manage a portfolio of risks within an integration project to ensure compliance to market regulations.
Achievements:
- Embedded a Continuous Improvement framework resulting in over 100 improvement ideas being generated.
- Achieved BlackBelt certification; demonstrating an excellence in business process improvement.
- Continuous Improvement training & coaching delivered across multiple business areas.
- Managed multiple projects identifying issues, opportunities and service improvements within the Credit Card business.
- Identified and delivered improvements equivalent to 23 FTE whilst maintaining quality of output.
- Led the integration of two vehicle leasing businesses to create the market leading vehicle leasing business in the UK.
