Jake Hursey
Norwich,Norfolk
Summary
Highly motivated professional with a strong understanding of governance and regulatory frameworks. Demonstrates excellent verbal and written communication skills, adept at caseload management and organisation. Proven ability to build new frameworks and processes and improve existing ones. Good understanding of data management and the importance of the controls and protection surrounding it. Can work effectively both independently and within a team, and meet deadlines consistently. Dependable, reliable, and eager to learn new processes. Possesses good computer literacy including Word, Excel, and SharePoint.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Data consultant
Aviva
Norwich, Norfolk
08.2022 - Current
- Supported change management initiatives during major system overhauls minimising operational disruptions.
- Ensured personal data access, use and collection was in line with regulatory requirements.
- Partnered with key stakeholders to understand the specific data impact process changes or workstreams may have. This ensured these changes were kept in line with Aviva's data governance principles.
- Facilitated new processes within data governance improving efficiency and the controls around personal data.
- Delivered targeted training programmes, enhancing staff competency in data governance and the systems utilised.
- Enhanced data maintenance and controls by implementing robust data governance processes.
- Supported the integration of new data platforms which improved the quality, integration and analysis of data within IWR.
- Working with various projects to understand the changes implemented and making sure all data considerations are met including data lake utilisation, testing with live data, Regulatory requirements and more.
- Building and fostering strong relationships with project managers, business analysts, data owners etc. This ensures our requirements are understood and we are engaged at all times during a business change.
- Updating key artefacts within Data governance.
Quality assurance consultant
Aviva
Norwich, Norfolk
02.2019 - 08.2022
- Created a new Subject Rights quality assurance framework to deliver in line with regulatory requirements.
- Improved the customer experience by enhancing the subject data rights process through Assurance and feedback.
- Implemented MI and reporting within subject rights assurance. This enabled us to spot trends, check where additional training might be needed and highlight good performance.
- Achieved consistency and improved quality within subject rights processes. This was tracked by improved scores and performance.
- Providing feedback to the subject rights team on their performance and discussing areas for improvement. This was done by fostering good relationships and tailoring my approach based on the personalities within the team.
Customer service representative
Aviva
Norwich, Norfolk
01.2016 - 08.2019
- Provided telephonic assistance to large commercial customers when dealing with claims.
- Built good relationships with commercial customers to ensure our processes were fit for purpose and provided good customer service.
- Conducted thorough investigations into suspicious or fraudulent claims.
- Maintained high levels of accuracy whilst reviewing and validating claims documentation.
- Ensured customer satisfaction by promptly resolving claims disputes.
- Ensured the quality and performance was enhanced by a robust training programme which I help deliver.
- Assessing complex claims to determine what has happened and who was to blame. This required lots of investigative work.
Education
GCSEs -
Earlham High School
Norwich, NorfolkSkills
- Governance understanding
- Excellent verbal and written communication skills
- Caseload management and organisation
- Risk assessment techniques
- Regulatory understanding and experience
- Dependable and reliable
- Building frameworks and processes
- Eager to learn and able to learn new processes quickly
- Work well in a team or individually
- Able to make decisions and take ownership of work
- Quality Assurance
- Data analysis
- Good computer literacy including word, excel and SharePoint
- Highly motivated
Affiliations
- I love to run and regularly enter Run Norwich and Run Sandringham
- Football
- Spending time with my two daughters which is my favourite thing to do
Certification
Currently working towards obtaining my CIPM qualification.
References
References available upon request.
Timeline
Data consultant
Aviva
08.2022 - Current
Quality assurance consultant
Aviva
02.2019 - 08.2022
Customer service representative
Aviva
01.2016 - 08.2019
GCSEs -
Earlham High School
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