Bradford, England, United Kingdom
I am a passionate and focused Change professional, with a hands-on approach and keen eye for detail in all my work which helps drives performance with a desire for success and achieving results. I am currently leading the Business Simplification Practice which incorporates Business Process Improvement, Robotic Process Automation and Salesforce teams. I have good risk assessment and analytical skills and am highly customer focused. I have a good understanding of key business areas including operations, trading, Finance and HR with an appreciation of legal, compliance and regulatory areas which provides me with strong management acumen. I work effectively under pressure, a confident decision maker and understand the needs and principles of considering the bigger picture, business objectives and priorities. I am currently exploring where we can benefit from introducing intelligent automation with OCR, NLU, text analytics and Machine Learning and other emerging technologies like process mining / assessment, human in the loop to enhance and exploit our digital workforce.
Delivering the strategic direction across the Automation Products team at Allianz UK. Covering Process Intelligence using Celonis and Skan.AI to deliver an array of insights and Business Process Excellence to design and implement process improvements. Then using RPA and other tools to automate and Salesforce to digitalise business proceses, constantly looking to improving our customer journey and increase our ROI.
I currently head up the Business Simplification Practice which incorporates the Business Process Excellence, Robotic Process Automation and Salesforce teams within Allianz UK. I lead a team of 12 process experts, 9 onshore developers and 13 offshore developers to reengineer and automate or digitalise processes and activities across the business. Following a successful Proof of Concept, I initially recruited 8 RPA developers and on-boarded a consultancy to deliver a 3-month training program. I implemented the policies, processes and governance which are needed for an agile, yet robust operating model and lead a very successful RPA Centre of Excellence. I have integrated our Salesforce team into a similar governance under the banner of ‘business led technologies’ and recently taken leadership of the Business Process Excellence team to complement the development teams and re-engineer business processes ready for development. Successes to date include: • Implementing an internal Blue Prism training academy which has successfully trained 30 additional RPA developers / citizen developers in both the UK and India locations. • Increased the CoE to 16 developers and 2 analysts which the majority are now Blue Prism certified. • Successfully deployed 120 live processes across 55 digital workers which are achieving 3.5m transactions with over 85% success rate and providing over 100k hours per year (approx. 80 FTE) back to the business saving over £3m to date. • Identified over 100 more opportunities from both existing and new processes across the business. • Currently operate 4 Salesforce Orgs for different areas supporting over 1200 users doing quote logging, workflow, intermediary & opportunity management, stationary & covernote ordering and reporting. • Introduced a new BPM system for documenting and mapping our processes across the business. • Created role profiles and development frameworks to support the continued development of colleagues.
I was responsible for end to end delivery of allocated projects across the business, involving engaging subject matter experts and key stakeholders across the entire business, writing project documents, gathering requirements, creating project, communication and implementation plans, mitigating risks, issues and changes requests, managing the scope, producing reports for Sponsors and Boards throughout the full implementation. I was also co-responsible for the Agile transformation, implementing Agile cultures, practices and values across the company to increase the adoption and pace of delivering business value. I coached and provided leadership to a number Agile teams working in Scrum, Kanban or SAFe. Successes include: • Introduced a new Performance and Reward structure including career frameworks, job families and new profiles across 5000 employees, linking to a new pay and benefits package across the organization. • Managed the finance, HR and Communication projects of a company-wide restructure programme which helped realise benefits of £15m through efficiency savings and redundancies. • Implemented Nectar enhanced pricing features through the use of 3rd party data to enable pricing sophistication and customer centricity to drive 15% uplift in quote to policy conversion. • Delivered a new Customer Management system as part of a business transformation programme and migrated the existing business to new products in order to grow the business. • Migrated a £40m (140k policies) book of business for a large corporate partner and recruited, trained and implemented a fully branded contact centre to administer the business.
As part of a small team, dealt with all telephone queries covering underwriting, quotations, claims assistance and processing of new business, mid term adjustments, renewals and cancellation / lapses accordingly and gained thorough product knowledge of Private Car, Household, Payment Protection and Travel insurance products