David Linbourne
Bridgwater,Somerset
Summary
Ambitious and results driven insurance professional with over 18 years' experience within the General and Commercial Insurance industry, consistently delivering against business objectives whilst championing the voice of the customer. With knowledge of the General Insurer Regulatory landscape, and a proven ability to navigate complex, regulated environments driving high quality outcomes. Skilled in solving problems through strategic insight and a customer-centric mindset, improving processes and strengthening compliance, and elevating standards and customer offerings.
Overview
10
10
years of professional experience
Work History
First Line of Defence Risk and Governance Analyst
Direct Line
09.2023 - Current
- Produce and present monthly risk reporting to senior stakeholders within Commercial Direct, outlining the current risk position relating to Events and Issues, supported by trend analysis to identify key themes, concerns, and opportunities for improvement.
- RCSA Quarterly Reporting, analysing multiple data sources, including Annual Product Reviews and Customer Outcome Forums, to form a clear view of the Commercial Direct risk landscape, collaborating with key stakeholders to identify actions, strengthen risk maturity, and enhance the overall risk position.
- Business partnering and supporting stakeholders, offering clear insight, constructive challenge, and strategic recommendations to inform decision-making and improve business performance.
- Manage end-to-end action tracking and meeting minutes, ensuring actions are accurately recorded, assigned, monitored, and closed within agreed timelines to support strong governance, and regulatory compliance.
- Work collaboratively with multiple stakeholders and teams to ensure clear ownership, accountability, and timely resolution of issues, tasks, and objectives.
- Creating and maintaining a robust control environment during periods of change, ensuring new processes are compliant, fully documented, adequately tested, and operating as intended to safeguard future performance.
Customer Relations Team Leader
Direct Line
01.2016 - 09.2023
- Led a team of 12 to achieve and surpass direct line KPIs while ensuring optimal customer and business outcomes are delivered.
- Conducted comprehensive audits across the department to ensure compliance with FCA guidance on consumer duty regarding complaint handling standards.
- Facilitated collaboration with financial ombudsman service and business areas to ensure accurate outcomes on first attempt and exercised commercial judgement in identifying errors.
- Address performance and conduct issues in adherence to HR policy.
- Conducted comprehensive trend analysis on key drivers of complaints to identify root causes effectively.
Skills
- Data driven decision making
- Effective communication and stakeholder engagement
- Risk management expertise
- Insurance and regulatory knowledge
- Governance and Compliance
- Cross functional collaboration
- Trend analysis
- Business partnering
- Product knowledge
Accomplishments
- Winner at the UK National Contact Centre Awards for Customer Relations Manager of the year (2017)
- 5 time winner of DLG's internal Chief Executive Awards - individually and as a team.
External Directorships
- External Director for a property management company.
Timeline
First Line of Defence Risk and Governance Analyst
Direct Line
09.2023 - Current
Customer Relations Team Leader
Direct Line
01.2016 - 09.2023