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Sales Director

Work Experience

An energetic and resourceful Director with a brilliant track record of success in the Financial Services sector; delivering operational results, creating, developing and implementing HR/IT change programmes all of which add huge value t


Strengths include:

· Setting strategic direction in terms of distributor and customer segmentation, with the objective of improving profitability, cross selling and retention of customers.
· Consistently exceeding targets on new business sales
· Creating and implementing processes that make it easy for distributors to make contact and to build relationships over the telephone.
· Motivating, developing and recruiting teams to achieve success.
· Vast knowledge and experience of running large in and outbound call centres.
· Implementing transformational projects and teams to achieve significant service improvements and large unit cost reductions, within short time scales, including many large IT programs.
· Strong communicator.
· Managing risk and regulation so that it is seen as \'a way of life\'.



ZURICH FINANCIAL SERVICES (UK LIFE) 1998 to 31/12/03

A major financial services business providing financial solutions to over two million customers in the UK - total life and investment new business premiums in 2002 were over £3 billion.

Sales Director - Direct 2000 to 31/12/03

Responsible for setting up and running this distribution channel which sells directly to new or existing customers (who are not in regular contact with their current distributor). The majority of sales are made via the telephone; the remainder is from direct mail or press advertising.

This business channel is now in its fourth year and is on track to exceed £30 million of new business premium this year, a 35% increase over 2002.
Director Customer Services 1998 to 2000

Responsibility for all aspects of a fast moving high volume regulated business unit that provides service and support to over 5000 distributors and 1.2 million policyholders, through 1000 motivated customer services staff. This included acceptance of over 1000 new applications each day on a broad range of brands and products including Life, Pensions and investments - the amount of new protection risk accepted each day is the largest in the UK.

The service experience provided by my business unit was and is segmented according to distributor and customer value (both present and future) as defined by our service strategy that was designed and implemented in 1999.

The main five drivers for the business unit are Distributor satisfaction, new business growth, retention, unit cost and risk/regulatory and the results in these areas were my measures of success and reward.

Major achievements in 1999 were:
· Positive satisfaction levels of 88% (a 6% increase on previous year)
· Growth of 15% in terms of new business premium.
· A cost reduction of 19% without significant new technology.
· Retention of over 16,000 plans through industry leading techniques.
· Over £400 million of maturing funds reinvested through the full implementation of a new claims methodology.
· The design of a contact strategy and implementation of a segmented service offering
· Implementation of the first phase of our \"Common Processing Platform\"


ALLIED DUNBAR PLC
Project Director Business Transformation 1997 to 1998

Main Responsibilities:
· Developing and implementing the \"compelling case for change\" for the organisation to unite behind.
· Implementing efficiency management methodology, tools and techniques into the back office (saving 40% on unit costs)
· Operational responsibility for the contact centre

Contact Centre Project Director 1996 to 1998

Main Responsibilities:

· Design and implementation of the front office contact centre - 150 seat Aspect system with several \"spurs\" into other parts of the business.
· Full operational responsibility for the above.


Various Senior Manager (Managing Managers) Operational Roles 1990 to 1996
Main Responsibilities:
· New Business and Underwriting Manager
· Claims Manager
· Life Manager
· Life and Pension Manager
· Unit Trust Manager

HAMBRO LIFE PLC
Various Operation Manager Roles 1982 to 1990

· Data Preparation and IT Manager
· New Business Manager
· Pensions Servicing Manager



· Corporate Pension New Business and Servicing Manager




Assistant Warehouse Manager - Triumph International 1976 - 1979

Main Responsibilities:

· Fleet management of delivery vehicles
· Order fulfilment
· Distribution to retail outlets
· Staff management and motivation
· Stock Control


Warehouse Manager - Kay & Company (part of the G.U.S Empire) 1979 - 1981
Main Responsibilities:
· Start up of large warehouse from scratch
· Implementation of stock control system
· Recruitment of all staff (100)
· Customs clearance of stock
· \"Just in Time\" order fulfilment
· Industrial relations





Warehouse Manager - Nexos Office Equipment 1981 - 1982


Main Responsibilities:

· Start up of large warehouse
· Distribution of products
· Staff management
· Financial Controls (Profit Centre)







Grammar School Education:

· A level English, maths, economics
· O level English, English literature, maths, economics, history, French,
· Geography + CSE art!

Many company sponsored Management Development Programmes (some recent examples shown below - last 12 months):

· Dr Michael Hammer - re-engineering Programme (USA)
· CRM conference (Paris)
· Dale Carnegie - Executive Image
· Various sales and marketing seminars







Date of Birth: 9 May 1955

Interests:

· Family – Married to Carol, 2 boys, Harrison (Harry to his friends) aged 6 and Sam aged 8.
· Golf - 24 handicap because I never play!
· Learning - about anything and everything!

Education

3 a levels
8 o levels

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