Yvonne Beeby

Highly experienced operational leader with over 25 years' experience managing customer service, claims handling and administration teams within regulated financial, legal and customer-focused environments. Proven ability to lead high-performing teams, improve operational efficiency, maintain compliance standards and deliver excellent customer outcomes. An effective people manager with extensive experience in coaching, mentoring and developing staff, alongside managing performance against key business objectives.

Recognised for building strong stakeholder relationships, driving continuous improvement and maintaining high standards of service delivery within fast-paced and demanding environments.

Team Manager, First Response Unit / Pending abandonment Team - New Law Solicitors

(2012-07)

Responsible for managing the First Response Unit and then the pending abandonment Team, overseeing claims handling and administrative teams to ensure operational effectiveness, service excellence and compliance with business standards.

• Manage the day-to-day performance of claims handlers and administrative staff.
• Monitor team productivity, KPIs and service level agreements.
• Allocate workloads to ensure effective case progression and service delivery.
• Conduct quality audits and performance reviews across the team.
• Deliver coaching, mentoring and development support to team members.
• Manage staffing rotas and workforce planning arrangements.
• Produce performance reports and management information for senior leaders.
• Act as the first point of escalation for customer complaints and complex enquiries.
• Ensure compliance with organisational policies, procedures and regulatory requirements.
• Maintain effective working relationships with internal stakeholders and external partners.
• Oversee and sign off all write off forms for disbursements and invoices for Finance.
• Liaise with insurance underwriter provider to claim off policy.
• Successfully led operational teams through sustained periods of growth and change.
• Established a strong performance management culture through regular coaching, feedback and development.
• Supported continuous improvement in service quality through audit and quality assurance activities.
• Maintained high standards of client care and regulatory compliance.
• Built effective relationships across the organisation to support operational delivery and business objectives.

Customer Care Manager - Bioans TA 2can claims

(2008 - 2012)

Led customer service operations, ensuring excellent customer outcomes while supporting organisational performance and service improvement objectives.

• Managed and developed customer service teams.
• Carried out onboarding and training for all new starters.
• Analysed operational performance data and customer feedback.
• Developed customer service procedures, policies and standards.
• Conducted one-to-one performance reviews and development discussions.
• Managed employee performance and disciplinary matters where required.
• Worked with senior managers to identify and implement service improvements.
• Supported operational planning and performance management activities.
• Introduced improvements to customer service processes and operational performance.
• Developed team capability through structured coaching and performance management.
• Contributed to organisational improvements through effective user engagement.
• Maintained strong customer service standards across the function.

Administration Manager - Bioans TA 2can claims

(2008 - 2012)

Managed administration functions, ensuring effective workflow management, team performance and compliance with company and regulatory requirements.

• Managed administrative teams and day-to-day departmental operations.
• Scheduled work, allocated resources and set team priorities.
• Recruited, trained and developed new team members.
• Managed team performance against agreed objectives.
• Monitored departmental expenditure and budget requirements.
• Ensured compliance with company policies and regulatory obligations.
• Produced and analysed management information to support decision making.
• Worked collaboratively with other departments to implement process and regulatory changes.
• Improved workflow management and operational efficiency across the administration function.
• Supported successful implementation of regulatory and procedural changes.
• Developed team capability through recruitment, training and performance management.
• Enhanced reporting processes to support operational performance monitoring.

Fraud Detection Analyst - Halifax

(2000 - 2008)

• Investigated potentially fraudulent transactions and account activity.
• Managed customer correspondence relating to fraud and security matters.
• Identified and reported emerging fraud trends and risks.
• Maintained compliance with organisational policies and procedures.
• Delivered excellent customer service while protecting business interests.
• Contributed to fraud prevention and risk management activities.
• Developed expertise within a highly regulated financial services environment.
• Maintained high standards of customer service and professionalism.
• Supported the wider customer service function as required.

GCSE - 9 GCSEs (Including English and Mathematics)