Summary
Overview
Work history
Education
Skills
Additional Information
Interests
Timeline
Generic

Nathan Reynard

Nantwich,Cheshire East

Summary

A highly motivated and results-driven professional with 13 years of experience in the insurance industry, including 7 years specialising in planning. I bring strong leadership and interpersonal skills, with a proven ability to lead teams, overcome challenges, identify growth opportunities, and develop lasting relationships with key stakeholders. Passionate and proactive, I thrive on driving improvements and delivering impactful results. Adaptable and eager to learn, I am committed to achieving excellence and contributing to organisational success.

Overview

21
21
years of professional experience

Work history

Real Time Management analyst

Direct Line Group
01.2017 - Current
  • Coordinated the integration of Green Flag Claims with Customer Operations, aligning multiple departments to implement seamless change across the organization
  • Delivered enhancements to self-service tools, improving customer journeys and communication functions while embedding changes into business processes
  • Transformed business processes to optimise team leader engagement and workload management, successfully delivering on the “more for less” strategy across customer operations
  • Led the training program for the Motability transition from RSA, developing and delivering a detailed plan for new planning team members within tight deadlines
  • Also trained staff on new and updated business software, supporting ongoing improvements across the organization
  • Effectively navigated a fast paced environment, overcoming technical challenges with well prepared contingency plans to ensure timely delivery of initiatives while maintaining customer satisfaction
  • Built and maintained strong, long term relationships with key stakeholders across sites and departments, fostering collaboration to achieve business and partner goals while maintaining high levels of customer satisfaction
  • Delivered clear, concise updates and recommendations to stakeholders across various platforms, ensuring alignment and mutual understanding at all levels.

Workflow Delivery Analyst

Direct Line Group
04.2023 - 04.2024
  • Developed and implemented customer lifecycle models, reducing planning cycles from 7 weeks to 1 week, and driving continuous improvements to optimize planning processes
  • Managed shrinkage activities within budget and forecasts, identifying and leveraging opportunities for efficiency and optimization
  • Maintained team ratios and headcount through effective recruitment and attrition strategies, delivering cost-effective workforce solutions
  • Analysed internal and external data to create accurate intraday operational forecasts across all channels, incorporating key factors like budgets, trends, and weather
  • Delivered comprehensive workplans aligned with the Target Operating Model (TOM), ensuring skill maintenance and cross-training across Strategy, Supply, Workflow, and Operations teams
  • Collaborated with internal planning teams, using performance trends and data insights to support decision making and stakeholder engagement
  • Conducted post-event trend analysis and shared findings with stakeholders to inform long term strategic planning and improve trend prediction accuracy.

Operations Team Leader

Direct Line Group
04.2014 - 04.2016
  • Successfully led and motivated a team of 15 to become one of the top-performing customer experience teams in Customer Operations
  • Transformed underperforming team members, enabling them to consistently exceed performance targets
  • Designed and implemented a business change initiative that improved both customer and consultant experiences, ensuring seamless adoption through clear communication and leadership
  • Introduced innovative ideas to enhance visual call management systems, resulting in improved customer satisfaction and fostering a culture of excellence using the Connect Culture platform
  • Led the team to consistently meet and exceed key performance indicators (KPIs)
  • Provided coaching and feedback utilizing Connect tools to ensure optimal customer outcomes and satisfaction
  • Managed customer feedback, issues, and complaints, resolving concerns effectively within agreed timescales to prevent escalation.

Subject Matter Expert

Direct Line Group
05.2016 - 08.2016
  • Selected for a 3-month offshore program in South Africa to lead a training initiative for 40 new staff members
  • Focused on delivering high-quality training under tight time constraints to meet business and customer demands
  • Key achievements and responsibilities included
  • Conducted SWOT analyses in daily/weekly meetings with operations managers
  • Led teams to exceed KPIs and presented monthly performance reports
  • Updated and aligned training curriculum with evolving priorities and deliverables
  • Designed and delivered training sessions tailored to diverse learning styles
  • Collaborated with various departments to meet deadlines and support communication strategies.

Professional Swimming Coach

Leeds Council
01.2004 - 01.2011
  • Coached professional swimmers competing at British National, European, and Commonwealth levels
  • Inspired and guided young athletes to achieve their full potential through tailored coaching strategies and support.

Lifeguard and Swimming Instructor

Leeds
01.2004 - 01.2011
  • Provided one-to-one swimming instruction to clients of all ages, from children to senior adults, including individuals with disabilities
  • Delivered a high standard of life-saving and water safety skills in different environments.

Education

Foundation Degree - Sports Coaching & Development

Leeds Metropolitan University
Leeds
2008

Certificate in Nutrition and Personal Exercise -

Leeds Metropolitan University
Leeds
2006

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Royds School
2004

Skills

  • Leadership
  • Mentorship
  • Coaching
  • Collaboration
  • Organization
  • Attention to detail
  • Compliance
  • Process improvement
  • Stakeholder engagement
  • Communication
  • Problem-solving
  • Adaptability
  • Resilience
  • Time management
  • Customer service
  • Team development
  • Training facilitation


Additional Information

  • ASA Level 1 & 2 Certificate for Teaching Swimming
  • Sports Coach UK Fundamentals of movement
  • Sports Coach UK Long Term Athlete Development
  • Sports Leaders UK Level 1 Award In Community Sports Leadership
  • Sports Leaders UK Level 3 Award In Higher Sports Leadership

Interests

Competitive Swimming Career

  • Represented the City of Leeds Swimming Club in Yorkshire, North Eastern Counties, and National competitions, as well as international events.
  • Demonstrated a strong commitment to excellence and discipline through years of competitive swimming experience, which formed the foundation for my coaching career

Timeline

Workflow Delivery Analyst

Direct Line Group
04.2023 - 04.2024

Real Time Management analyst

Direct Line Group
01.2017 - Current

Subject Matter Expert

Direct Line Group
05.2016 - 08.2016

Operations Team Leader

Direct Line Group
04.2014 - 04.2016

Professional Swimming Coach

Leeds Council
01.2004 - 01.2011

Lifeguard and Swimming Instructor

01.2004 - 01.2011

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Royds School

Foundation Degree - Sports Coaching & Development

Leeds Metropolitan University

Certificate in Nutrition and Personal Exercise -

Leeds Metropolitan University

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