Elaine Gorst

• Assisting in delivering agency services to internal and external stakeholders ensuring high standards and adherence to defined service levels
• Supporting the maintenance and updating of agency details to safeguard commercial, legal and regulatory interests
• Assisting new and existing projects to deliver business outcomes
• Championing and leading process improvements and sharing best practice to drive efficiencies and right customer outcomes

• Provided daily support and guidance to UK S&S and Accenture outsource operations teams to achieve business outcomes (KPI's)
• Built and maintained excellent working relationships across internal and external stakeholders
• Ensured compliance of standard operating processes and documentation accuracy and effectively managed risks, quality and controls
• Supported and challenged our outsourced operations teams to deliver ongoing Key Performance Indicators and standards of service across; contractual service levels, Customer Experience, back-office workflow processing and channel management activities
• Analysed management information, reports and insights and identified trends, business impacts and recommendations to improve delivery of outsourced service provision
• Project managed multiple strategic changes including transitions of work from UK to offshore to achieve operational efficiency and/ or develop capacity across business, managing various stakeholders and ensuring clear communication throughout project lifespan
• Led and facilitated process improvement sessions to streamline business processes, reducing hand offs and bad demand
• Engagement representative for offshore and UK team - designed and drove multiple initiatives to create an inclusive and diverse culture
• Reviewed and maintained BCP plans, including conducting walkthroughs to ensure resilience in the event of business disruption
• Collaborated with various stakeholders across the business including Operations, U/W, Regulatory and Process as part of a back office review, to streamline processes and create FTE saving and maximise efficiencies
• Nominated for 'Shining Star Award' for Team Of The Year

• Project managed multiple strategic initiatives including regulatory changes, product launches and transitions of work from UK to offshore to achieve operational efficiency and/ or develop capacity across business, managing various stakeholders and ensuring clear communication throughout project lifespan
• Planned and coordinated resources required for successful implementation of change projects
• Ensured project deadlines were met whilst managing multiple change initiatives simultaneously
• Provided support throughout the lifecycle of various strategic transformations to ensure sustainability
• Conducted post-implementation reviews and lessons learnt activity, validating success of implemented changes and improvements to take forward in future
• Responsible for PL Change Forum which included managing change requests, facilitating and preparing documentation for DAG meetings and accurate note taking all within the agreed timelines
• Led positive mindset sessions in Liverpool on lunch time for Leadership Team

• Facilitated training for new inductions in Cape town alongside Teleperformance
• Designed masterclasses for customer managers to drive and improve KPI's
• Coached and mentored leaders to achieve business objectives
• Operational lead for telephony changes, ensuring build and roll out was successful following thorough risk assessment
• Identified defects and risks which could impact delivery plan, escalating to project team
• Supported Model Office which included the creation and execution of test scripts

• Developed strong leadership skills, resulting in a more proactive and high performing team
• Managed performance & absence across multiple teams through

effective coaching and support to achieve maximum performance & engagement of own team and Liverpool Leadership team

• Produced comprehensive disciplinary packs for formal hearings and supported with administrative activities during the hearing process
• Conducted regular performance reviews to identify areas of improvement for each team member
• Created and drove key engagement activities and events to improve site moral during change period
• Planned and executed communications and site initiatives
• Implemented better ways of working which improved overall efficiency of the team
• Role modelled expectations and company values
• Conducted interviews for likely candidates
• BCP representative
• Net Promotor Score matrix owner
• Stakeholder management
• Good to Great Ambassador
• Going for Growth Ambassador

• Provided technical support and U/W decisions for UK Operations team
• Identified knowledge gaps and designed and facilitated training sessions to improve competency levels and reduce handoffs
• Delivered and co-ordinated multiple upskilling training programmes
• Licence progression

• Provided guidance and support to customers including; customer enquiries, mid term amendments, new business and renewals all in line with regulatory requirements and across multiple products
• Improved customer satisfaction by effectively handling complaints and enquiries to guarantee positive outcomes
• Ensured compliance with company policies whilst handling sensitive information about customers