Katie Hall

Led a team of up to 25 Senior Advisers in a fast-paced corporate contact canter, ensuring efficient, real-time support to provide members with accurate, timely claims advice. Managed the scheduling and performance of Senior Advisers, prioritizing their ongoing training and development to maintain optimal performance levels.

Played a pivotal role in strategic decision-making by producing comprehensive daily, weekly, and monthly reports for the Director of Customer Service, presenting actionable insights in daily strategy meetings. Spearheaded continuous process improvements, chaired change management initiatives, and led high-impact projects aimed at boosting operational efficiency and enhancing customer satisfaction.

• Built strong partnerships with stakeholders for mutual benefit.
• Facilitated cross-functional collaboration leading to improved operational efficiency.
• Driven change management initiatives resulting in organisational agility.
• Oversaw budget preparation and control, ensuring financial discipline within the team.
• Ensured regulatory compliance through meticulous auditing procedures.
• Managed conflict resolution within teams, ensuring smooth workflow.
• Fostered a positive work environment that encouraged creativity and innovation.
• Mentored junior managers, fostering a culture of continuous learning.
• Directed project management activities for timely delivery of projects.
• Enhanced team performance with regular coaching and feedback sessions.
• Forecast operational needs and allocated resources to meet business demands.

International Operations Manager overseeing a team of 45 Claims Advisors, with two direct-report Team Managers. Responsible for the assessment of all international claims across the UK, Europe, and Australasia, ensuring seamless operations and maintaining key internal and external relationships. Reporting directly to the Director of International Claims Operations, I led the successful implementation of the Actisure claims system, while designing and delivering a comprehensive new metrics report to track progress and demonstrate system success

• Coordinated cross-functional teams, achieved project milestones on schedule with a new claims system.
• Ensured effective resource allocation with meticulous project scheduling.
• Implemented new strategies in operations management, resulting in improved service quality.
• Communicated effectively on all levels to facilitate effective operations management.
• Prepared comprehensive reports, ensuring accuracy and clarity.
• Oversaw recruitment procedures, attracting high calibre candidates.
• Contributed significantly towards company's strategic goals through effective stakeholder management and communication.

• Developed policies that improved transparency in the claims process.
• Collaborated with other departments to streamline the claims process.
• Maintained positive relationships with clients through regular communication and updates on claim status.
• Managed escalated customer complaints, resolving them effectively.
• Designed training programmes for new recruits ensuring faster acclimatisation, this reduced attrition by 70%.

• Streamlined administrative processes to enhance productivity by introducing a new call retrieval process this improved the speed in which calls can be listened to.
• Trained new employees on company policies and procedures, bolstering performance standards.
• Liaised effectively with suppliers to ensure timely delivery of products and services.