Summary
Overview
Work history
Education
Skills
Hobbies and Interests
Timeline
Generic

Kelly Cook

Prestwick,South Ayrshire

Summary

Results-oriented leader with a strong background in program delivery and technology transformation. Demonstrated success in solving complex challenges and executing projects through strategic thinking and agile methodologies. Expertise in fostering high-performing teams to meet business goals within tight deadlines. Effective communicator with a track record of collaborating with executive leadership and stakeholders to enhance processes and adapt to evolving business demands.

Overview

25
25
years of professional experience

Work history

Program Manager - Global Bid Team

Capgemini Finance Practice
London
01.2024 - 09.2025
  • Delivered high-quality proposal responses across UK, Europe, and America.
  • Developed and implemented effective bid strategies to secure winning proposals.
  • Oversaw entire bid process from concept to submission, ensuring compliance with requirements.
  • Collaborated with departments to create compelling content and maintain document accuracy.
  • Led bid teams comprising project managers, estimators, designers, and senior stakeholders.
  • Identified and mitigated risks associated with bids and potential contracts.
  • Managed bid budgets and tracked costs to ensure profitability of final submissions.
  • Responded to client inquiries throughout bidding process to maintain engagement.

Senior Director

Capgemini Finance Practice
London
02.2022 - 09.2025
  • Delivered complex IT transformation programmes across UK, Europe, and America’s financial organisations.
    Upgraded legacy IT systems to enhance operational efficiency.
    Implemented cyber security infrastructure to mitigate digital threats.
    Led multiple RFPs, generating new income for the business.

Program Manager – Insurance Technical Transformation

Royal Sun Alliance (RSA)
Horsham, West Sussex
02.2022 - 12.2024
  • Led multi-year IT transformation programme to modernise RSA’s infrastructure and cloud services.
  • Delivered multiple releases in parallel across complex lines of business.
  • Aligned programme delivery with various external change initiatives.
  • Conducted comprehensive line of business mapping across 170+ legacy policy platforms.
  • Tracked new requirements and opportunities through stringent change control and governance processes.
  • Managed both internal and external stakeholders to ensure alignment with programme objectives.
  • Mentored RSA programme and business teams on change management and innovative practices.
  • Facilitated integration of acquisition portfolio from leading UK insurer into RSA.

Head of Business – Program Manager Change Transformation

Direct Line Group (DLG)
Bromley
11.2017 - 02.2022
  • Led enterprise-wide strategic change for DLG Home and Motor General and Commercial Insurance.
  • Directed complex agile transformation programme, upgrading systems for 3,000 end users.
  • Implemented continuous improvement mindset for safe, stable, and secure IT services.
  • Contributed to Propositions and Acquisitions task force, liaising with market policy and regulatory bodies.
  • Owned end-to-end technical transformation strategic plan for Claims Motor, Home, and Legal Expenses.
  • Served as final arbiter for business design decisions related to DLG Claims operations.
  • Maintained and prioritised Claims and Legal Service business requirements effectively.
  • Oversaw collaboration of Developers, Business Analysts, Architects, and Product Owners to ensure timely delivery.

Head of Business – Damage Resolution Claims

Direct Line Group (DLG)
Glasgow, Glasgow City
07.2014 - 01.2017
  • Oversaw portfolio of c400,000 motor/home claims, driving operational stability and sustainability.
  • Delivered defined operational, financial, and customer targets while managing team of 1850 FTE both on and off shore.
  • Executed site exit strategy, facilitating resource backfill of 160 FTE across three insurance sites.
  • Provided strategic leadership to Damage Resolution function, aligning vision with business goals.
  • Directed Regional and Operational Managers on compliance with financial regulatory matters.
  • Cultivated influential relationships to drive change across all organisational levels.
  • Led collaboration among diverse disciplines, enhancing portfolio management across teams.
  • Established a Complaints forum that effectively reduced referral rates for Motor Claims Directorate.
  • Oversaw training programmes for staff to ensure adherence to compliance standards and best practices in claims management.
  • Created a culture of continuous improvement within the organisation, fostering innovation and efficiency.

Head of Business – Motor/Home FNOL Claims

Direct Line Group (DLG)
Glasgow
12.2011 - 01.2014
  • Restored telephony service levels from 26.8% to 80.93% within 72 hours, reducing abandonment rate from 23% to 3%.
  • Defined and implemented key operational, financial, employee satisfaction, and customer targets for improved performance.
  • Established a working party to review ClaimCenter defects and optimise system processes.
  • Implemented tactical changes in FNOL areas, enhancing call-handling standards and identifying knowledge gaps.
  • Launched a complaints forum to manage operational spikes, reducing customer complaints by 17%.
  • Increased potential third-party capture by 12% and revenue generation by 14% through effective complaint management.
  • Conducted competency and training reviews, identifying retraining needs for 74% of advisors and team leaders.
  • Enhanced revenue generation performance within Network Direction from 84.8% to 88% by upskilling advisors.
  • Championed corporate social responsibility initiatives, enhancing the company's reputation in the marketplace.

Strategy Programme Manager

RBS Insurance – Guidewire CCv5 Programme
Bromley
01.2011 - 12.2011
  • Oversaw Home Claims Transformation and Strategy Management, realigning Claims Change Guidewire CCv5 programme with critical timelines to recover lost momentum against key milestones
  • Developed comprehensive project plans to guide execution of initiatives and monitor progress effectively.
  • Mentored junior team members on best practices in project management and strategic planning.
  • Boosted stakeholder satisfaction with consistent communication and updates.

UK Regional Customer Operations Manager

RBS Insurance
Glasgow
01.2009 - 04.2011
  • Transformed three underperforming sites into top performers within 12 months.
  • Managed, motivated, and developed a team of 869 employees across Glasgow, Liverpool, and Peterborough.
  • Implemented strategies to enhance operational performance and employee engagement.
  • Ensured effective claims recording to minimise potential leakage.
  • Emphasised provision of professional customer service while meeting departmental Key Performance Indicators.
  • Successfully built and managed NIG partnership run-off strategy from Peterborough.
  • Achieved highest 'Your Feedback' scores across Home and Motor claims.
  • Increased customer satisfaction scores for Partnership and Own brands through improved practices.
  • Developed and implemented streamlined processes to improve efficiency in customer service delivery.

Home/Travel/Pet/Motor Claims Operations Manager

RBS Insurance
Glasgow
01.2005 - 12.2008
  • Led and mentored Claims team of 450 employees to achieve operational objectives.
    Cultivated high-performance culture through motivation and performance management strategies.
    Increased team engagement, resulting in consistent top rankings on RBS performance leader boards.
    Managed Business M.I., FTE trackers, and conducted budget reviews for cost centres.
    Oversaw policy and advice referrals, ensuring compliance with organisational standards.
    Directed recruitment process for Home claims, enhancing team capabilities.

Human Resource Manager

RBS Insurance
Glasgow
01.2001 - 12.2004
  • Served as Glasgow Site HR Manager, supporting approximately 1200 employees within General Insurance Personal Lines and Claims management teams, collaborating with HR colleagues to conduct complex assessments of local management and employee needs while ensuring resolution of queries and issues through meticulous record-keeping.

Education

Some College (No Degree) - Business

HND Business Management
Glasgow

Some College (No Degree) - Business Program Management

Lean Six Sigma
Glasgow

Skills

  • Leadership and problem solving
  • Effective communication
  • Program delivery
  • Technology transformation
  • Interpersonal skills
  • Flexibility and adaptability
  • Commitment and motivation
  • Project management
  • Agile delivery

Hobbies and Interests

Volunteer and supporter of local Hospice, Open Water Swimming/Paddle boarding, Hill Walking

Timeline

Program Manager - Global Bid Team

Capgemini Finance Practice
01.2024 - 09.2025

Senior Director

Capgemini Finance Practice
02.2022 - 09.2025

Program Manager – Insurance Technical Transformation

Royal Sun Alliance (RSA)
02.2022 - 12.2024

Head of Business – Program Manager Change Transformation

Direct Line Group (DLG)
11.2017 - 02.2022

Head of Business – Damage Resolution Claims

Direct Line Group (DLG)
07.2014 - 01.2017

Head of Business – Motor/Home FNOL Claims

Direct Line Group (DLG)
12.2011 - 01.2014

Strategy Programme Manager

RBS Insurance – Guidewire CCv5 Programme
01.2011 - 12.2011

UK Regional Customer Operations Manager

RBS Insurance
01.2009 - 04.2011

Home/Travel/Pet/Motor Claims Operations Manager

RBS Insurance
01.2005 - 12.2008

Human Resource Manager

RBS Insurance
01.2001 - 12.2004

Some College (No Degree) - Business

HND Business Management

Some College (No Degree) - Business Program Management

Lean Six Sigma

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Kelly Cook