Summary
Overview
Work history
Education
Skills
Certification
Timeline
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Kerry Tupper

Orpington

Summary

Experience leader with a wealth of experience spanning over 14 years in operational leadership. Skilled at effectively managing large and diverse teams within the legal-tech, transcription, and insurance sectors, with a track record demonstrating adeptness in successfully implementing strategic plans and leveraging strong analytical skills to make insightful and informed decisions.

Highly proficient in optimising workflows, monitoring performance, and expertly managing client relationships. Possessing an unwavering commitment to nurturing engaged and empowered teams that consistently perform at the highest level, while embodying and upholding company values and culture.

Overview

16
16
years of professional experience
4012
4012
years of post-secondary education
1
1
Certification

Work history

Technical Excellence Manager

Temple Legal Protection
Guilford
07.2024 - Current
  • Spearheaded development and implementation of claims strategy to balance customer satisfaction, operational efficiency, and profitability.
  • Collaborated with IT to develop case management system to streamline workflows, achieving improved processing times.
  • Revolutionised claims management process with cutting-edge automated systems, delivering an impressive 30% surge in operational efficiency.
  • Authored company policies, procedures and processes to meet ISO 9001 standards, ensuring standardisation and improving efficiency, legal compliance, and risk management.
  • Revamped company literature to deliver clear and comprehensive information, resulting in significant efficiency savings by minimising customer queries.
  • Established culture of excellence by emphasising learning and personal development.
  • Significantly bolstered team's technical expertise through comprehensive group training sessions and personalised one-on-one coaching, resulting in a notable increase in claims decision accuracy.
  • Actively participated in transversal management, fostering collaboration across departments to streamline processes and drive alignment with organisational objectives.

Head of Digital Transcription

Opus 2
City of London
01.2020 - 06.2024
  • Directed team of 80+ staff in delivering exceptional client services across various sectors
  • Authored Opus 2's successful tender submission while working as a cross-functional team.
  • Achieved 100% KPI adherence by ensuring operational efficiency and boosting staff motivation and engagement.
  • Fostered strong stakeholder relationships by deeply understanding their needs, maintaining clear and transparent communication, and consistently delivering on promises.
  • Confidently led and inspired a diverse team, cultivating a positive work environment and driving a 20% increase in productivity through effective mentorship, goal-setting, and continuous feedback.
  • Successfully implemented a robust performance management system to assess competencies and skills, leading to a remarkable transformation in the team's overall wellbeing.
  • Delivered a 20% increase in client retention through assertive and strategic relationship building.

Claims Team Leader

Markel Insurance
London
01.2009 - 12.2019
  • Managed team of 8 claims handlers assessing legal expenses insurance claims with indemnity limits of up to £250,000.
  • Designed internal and external quality assessment frameworks to meticulously measure and analyse staff and panel solicitors performance, ensuring high standards and continuous improvement.
  • Analysed departmental performance, work trends, and patterns to assess progress in achieving the company's strategic goals and objectives, making adjustments as necessary to ensure alignment with the company's strategic vision.
  • Streamlined operational processes by implementing automation tools and optimising workflow management, resulting in a 30% increase in efficiency and reduced turnaround time .
  • Developed standardised claims templates to guarantee consistent communication, accurately reflect the company's values, and facilitate efficient claims processing.
  • Utilised technical expertise to effectively oversee complex and high-value claims, ensuring that knowledge is shared among staff members and integrated into daily processes to enhance overall staff proficiency and capability.
  • Designed SMART KPIs and skills matrix to track performance in a structured, clear, and actionable way, allowing for better decision-making and goal achievement.
  • Successfully led a team to achieve department goals, improve collaboration, and enhance overall team performance by 15% through effective communication and strategic resource management.
  • Devised a resource model that harnesses historical claims data to proactively forecast resource needs, allowing for strategic resource planning to ensure optimal staffing levels within budget, effectively meeting workload demands.
  • Collaborating closely with the sales and underwriting teams to make significant enhancements to policy offerings, to ensure that products not only meet but exceed client expectations while perfectly aligning with strategic objectives.
  • Consistently achieved favourable outcomes in 90% of complaints reviewed by the Financial Ombudsman Service by applying extensive expertise in regulatory and compliance standards.

Education

Legal Practice Course -

University of Law

Bachelor of Law (LLB) -

Brunel University London

Skills

  • Business Relationship Management
  • Communication
  • Customer service
  • Leadership
  • Performance monitoring and evaluation
  • Problem-solving
  • Product development
  • Project management
  • Quality assurance
  • Service Levels
  • Strategic decision-making
  • Stakeholder engagement
  • Team leadership
  • Training and development
  • Workflow optimisation

Certification

PRINCE 2 Practitioner

Timeline

Technical Excellence Manager

Temple Legal Protection
07.2024 - Current

Head of Digital Transcription

Opus 2
01.2020 - 06.2024

Claims Team Leader

Markel Insurance
01.2009 - 12.2019

Legal Practice Course -

University of Law

Bachelor of Law (LLB) -

Brunel University London

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Kerry Tupper