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Work Background
Outworx Contact CentreSenior Operations Manager/HOD
Jul. 2024 - Jun. 2025City of Cape Town, Western Cape, South AfricaWe offer comprehensive outsourcing solutions tailored to the global insurance markets, covering a wide range of services and products, including: Insurance Broking: Expertise in managing all aspects of the customer journey through effective delivery of sales strategy, customers service and renewals. Full Cycle Claims Management: End-to-end claims processing, investigation and settlement. Legal Services: Legal support tailored to meet the diverse needs of any modern practice. Our solutions are designed to enhance efficiency, reduce operational costs, and improve customer satisfaction through specialized, scalable, and compliant services.
Outworx Contact CentreSenior Operations Manager
Jul. 2024City of Cape Town, Western Cape, South AfricaSouth African outsourcing solutions for the UK Insurance Broker Market.
Fox Group InternationalHead of Insurance Operations (Fox Insure)
Oct. 2022 - Aug. 2024Fox Insure - Delivering a comprehensive range of specialist commercial insurance products to the aesthetics market and beyond. Our product suite covers Medical Malpractice, PI, Clinic and Salon, Cyber, as well as Public, Product and Employer Liability. As part Fox Group International, Fox Insure delivers a best in class insurance service designed to link perfectly with our successful Academy and Pharmacy propositions. Our 360 customer journey has education and training, Innovative products and protection at its heart, ensuring practitioners have a seamless buying experience and can focus on doing what they do best. Fox Insure has been created to meet the demands and needs of an ever growing and developing sector, where safety and peace of mind are key and entrepreneurial spirit drives unlimited opportunity. Fox offers a one stop solution that makes running an aesthetics business that little bit easier.
Brookson One - (A People2.0 Company)Senior Operations Manager - Accountancy Services
Nov. 2021 - Jul. 2022Warrington, England, United KingdomLeading a large customer centric advisory team serving both LTD and Umbrella customers across a variety of industries. Incorporating both new business onboarding, complaints and customer insights, the business advisory operation links in to both payroll and accountancy services to ensure the delivery of the very best levels of customer service with a focus on journey development and product innovation. As a SaaS (Brookson Connect) driven business user experience and engagement is key, putting the business advisory team at the forefront of insight driven change and platform development.
Peninsula UKHead Of Customer Experience
Nov. 2018 - May. 2021Manchester, United KingdomPeninsula is a global market leader providing outsourced professional services including HR Advice and Software, Legal Services and Health and Safety. Leading Peninsulas Client Experience Operation, as well as business wide engagement strategy across a complex network of service delivery teams and departments. Focusing on the reinvention of the client journey through digital transformation and process efficiency, I have delivered large scale change initiatives and programmes designed specifically to enhance client experience, improve product usage and ensure client retention. As a central function Client Experience is a large omni-channel contact centre operation, instrumental in the delivery of front line services including complaints management, on-boarding and strategic account management, for both SME and large corporate clients. As an operation we deliver complex client support and critical care, leveraging feedback and sentiment data from both internal and online digital platforms to drive wholesale change. Through the adoption of various project management methodologies, I have simplified client access to support, integrating cost effective tech and automation to drive meaningful engagement when it matters most. Commercially minded I have established alternative revenue streams , helped develop strategic partnerships with large corporate businesses and used data analytics to develop key account relationships across sectors. I am a hands on leader with a real passion for translating customer colleague sentiment in to effective, measurable solutions, ensuring value and ROI drives every decision.
Swinton GroupSwinton Insurance - Digital Operations - Live Chat and Social Media Service Delivery Manager
Jan. 2018 - Nov. 2018Manchester, United KingdomFocusing on the development and growth of a fledgling digital service team after a successful 12 month pilot. My challenge has been to evolve Swinton’s digital offering through a mixture of website optimisation, social media management and innovative customer solutions. Our commitment is to delivering an effortless customer experience, uncomplicated access to support, all delivered by highly skilled insurance professionals. The world of brokering is changing and customers expect more from their provider. Swinton is committed to meeting those needs, by ensuring its service offering is of an award winning standard for both its customers and its insurer panel.
Swinton InsuranceInsurer Development - Business and Network Technical Support Manager
Oct. 2016 - Feb. 2018Manchester, United KingdomDelivering technical product support to our Branch Network and Contact Centers as well as a high performing risk referral service to our insurers. As a team we manage both internal and external client relationships, providing a comprehensive level of product experience and market knowledge across our Personal Lines and Commercial propositions. Our technical support extends across a variety of stakeholders engaging pricing, marketing, project and product development, allowing for significant exposure and input across the wider Swinton business.
Swinton GroupCommercial Vehicle Insurance - Sales Manager
Jan. 2012 - Oct. 2016Manchester, United KingdomCovering all aspects of the sales cycle across Commercial Vehicle Insurance, incorporating Public Liability, Drivers Legal Protection and Excess Insurance for a variety of trades and vehicle usage.
Lloyds Banking GroupAsset Management - Sales Team Manager (Property)
Dec. 2009 - Nov. 2011Manchester, United Kingdom
Lloyds Banking GroupManager - Savings and Investment Products
Nov. 2007 - Dec. 2009Manchester, United Kingdom
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