A versatile change manager, programme and senior project manager and interim operations manager with strong commercial acumen and extensive experience of insurance and financial services.
· delivering projects and business change, including
o risk transformation
o Solvency II (reinsurance, actuarial and communications workstreams)
o review of outsourcing processes and governance
o data security and data protection (including GDPR)
o set-up of business units including Underwriting Support and Small Business centres
o Target Operating Model
o regulatory improvement
· implementation management for start-up organisations or business units, including process design, work transfer, office set-up, recruitment and training
· providing project or programme management expertise to insurance firms and service providers, including
o introducing or reviewing project or portfolio management processes
o establishing, restructuring and/or leading a Programme Management Office (PMO)
· operational management of insurance operations during periods of change and transformation
· set-up and management of outsourced services/BPO
· providing insurance expertise to support project delivery teams and service providers
Lloyd’s and London Market
Data protection (GDPR)
Professional accreditations and qualifications:
APMG Change Management Practitioner 2012
MSP (Managing Successful Programmes) Practitioner 2011 renewed 2015
Lean Six Sigma Black Belt 2015
PRINCE2 (Project Management) Practitioner 2009 renewed 2014
EU General Data Protection Regulation (GDPR) Practitioner 2017
ITIL Foundation 2017
MBA, Brunel University 1994
FCII (including two national prizes), Chartered Insurance Practitioner 1989
BSc in Physics (IIi), Leeds University 1981
Professional interim management business operating out of scope of the AWR.
Oct 2017-May 2018: GDPR consultant and project manager, OneFamily Ltd
Providing subject-matter expertise and senior stakeholder liaison for GDPR programme, writing material for staff communications. Managed the Governance and Control Workstream, including successful delivery of data policies, privacy notices, governance framework and data breach process.
Jul 2018-Jan 2019: Head of Data Privacy, Qlaims Ltd
Establishing data privacy policies and procedures to meet the requirements of data protection law
2017 9 months: Project Manager - Richard Thompson Insurance Brokers
Managing a project to improve processes and develop technological initiatives.
2016 6 months: Project Manager - Arthur J Gallagher
Leading and managing a Target Operating Model project for a specialist business unit, including managing the transfer of work from a shared services function.
2015 6 months: Senior Project Manager - Bupa
Project management of Pillar 1 workstreams and actuarial input to Pillars 2 and 3 for a major healthcare and health insurance provider.
2015 3 months: Senior Project Manager, client implementations - Moody's Analytics
Managing implementation projects for Solvency II reporting and calculation software solutions (Pillars 1 and 3), working with insurance company clients and with in-house teams of functional and technical consultants.
2014 5 months: Associate – Altus Consulting (operational excellence service provider)
Solvency II and general insurance ‘expert resource’, writing briefing material and coaching senior management.
2014 4 months: Senior PMO – Parker Fitzgerald (MMR Programme at Lloyds Banking Group)
Supporting the programme director in the delivery of the MMR (Mortgage Market Review) programme, including leading programme management meetings and challenging workstream leads on progress, risks and issues.
2013 – 2014 1 year 6 months: Consultant programme manager – e-Zee Insurance Solutions Limited
Designing and implementing project and portfolio management processes, and providing project management and client liaison for major clients, for a provider of outsourced e-Commerce insurance products, testing and consultancy.
2011 – 2013 1 year 5 months: Senior Project Manager - Aon (global insurance broker)
Design and delivery of business projects and programmes including data security, risk management and outsourcing/vendor management, and providing insurance expertise to an existing project delivery team.
Engaging with business leaders and stakeholders across all business and service areas and external consultants and advisers; leading and managing project teams; planning and reporting, managing dependencies, risks and issues; creating and managing project documentation libraries.
Projects included data security, sourcing/vendor management, regulatory, risk transformation.
2010 – 2011 1 year 4 months: Workstream Lead and Project Manager on Solvency II Programme - AIG (global insurer)
Led and managed a series of workstreams covering reinsurance, actuarial processes and communications, and provided insurance expertise to the programme as a whole.
Completed Solvency II gap analysis for reinsurance, working with business leaders and external consultants. Designed a high-level plan to remediate gaps and engaged with senior stakeholders in UK, Europe and US to secure agreement.
Designed a programme of actuarial methodology and process design projects, based on defined requirements, and presented to the business sponsor (Chief Actuary) for approval; designed and delivered workshops to engage the actuarial community and managed a group of actuaries and business analysts working on methodology and process design and data requirements gathering.
2008 – 2009 1 year 7 months: Operations Manager - Torus Insurance (start-up insurance company)
Managed the operational aspects of a new insurance company start-up, including process design, policy administration system implementation and business continuity planning and management.
Established outsourced service operation by negotiating and implementing contracts with providers and developing and implementing Service Level Agreements and management reporting.
The ‘go to person’ for operational matters, for all Torus offices worldwide and outsource providers.
Established and led the Operations and Technology department; managed two outsourced contracts (BPO and IT managed service), redesigned processes and functions including bringing some in-house.
Change management of the implementation of workflow automation; redesigned business processes, assessed staff capabilities for new processes, restructured processing department.
Established Quality Control and Training function.
Designed and implemented Service Level Agreements for all internal customer departments.
November 2003 – November 2005: Director, Operations Europe - CNA Europe Ltd (European operation of one the largest Property and Casualty insurers in the US)
Planned, led and managed the transition of underwriting support from US to UK; operational management of Underwriting Support, Credit Control, Facilities, change management, business projects, business continuity planning and management.
Operational management of Underwriting Support, Credit Control, Facilities, change management, business projects, business continuity planning and management.
June 1999 – November 2001: Marsh UK Ltd - Operations Director, Marsh Advantage Direct (division of a global insurance broker)
Established contact centre (telephone, eCommerce) for commercial insurance, on time and within budget; premises, policy administration system, telephony, recruitment/redeployment, processes; grew to 80 staff within 2 years, and managed migration of 8,000 policies from 18 offices, maintaining high retention rates and SLAs.
April 1994 - May 1999: London & Edinburgh Insurance (top 10 UK insurer, now part of Aviva)
September 1996 – May 1999: UK Operations Manager, Commercial Insurances
February – September 1996: Secondment to Business re-engineering programme
April 1994 – February 1996: Commercial Lines Regional Manager, West & Wales
September 1985 – March 1994: General Accident Underwriting and Branch Manager roles
November 1981 – August 1985: AA Insurance Services Insurance broking and administration