Richard Brown

• Facilitate Agile ceremonies, demos and production proving activities (such as refinement, 3 amigo, planning & retrospective)
• Broke project into epics and implementable user stories in Agile Behaviour Driven Development (BDD) format (Cucumber/Gherkin)
• Owned and prioritise the product backlog using Scaled Agile tools such as WIJF and Business case ROI, and feedback on delivered work from customers, and business future desires.
• Allocated and approved team resource usage.
• Managed implementation of new features by outlining plans and specifications such as how, where and when each component would work.
• Collaborated with Agile (SCRUM) development team on integration services and tasks to deliver incremental buy valuable change.
• Working with Subject Matter Experts and key stakeholders to identify defects, bugs, new change and manage a change roadmap (Effective stakeholder management and identification)
• Bridge the gap between the business and technology to uncover problems and identify solutions
• Working closely with the IT development team and other tribes to ensure timely and accurate delivery of new functionality.
• Helping ensure the smooth flow of features through discovery, definition, development, and delivery
• Supporting gathering of info for business cases and benefit realisation in order to track value of changes and feed into prioritisation
• Ensuring the change roadmap is prioritised based on customer/department feedback, sound business value, and data driven insight gathering, writing, and communicating to IT, requirements for change.
• Communicated project updates to stakeholders at all levels.
• Manage various IT projects to meet deadlines and customer demands with implemented best practice to drive quality IT project delivery.
• Coordinated with external vendors to deliver IT project components.
• Created and implemented contingency plans to address potential risks.

• Creation to implementation of new digital channels (Self-Service Portals, Webchat, Messenger and Websites) providing an alternative to telephony contact for the business customers.
• Applied customer-first strategy to product development and marketing materials.
• Executed comprehensive marketing plans that consistently achieved targets for increased revenue.
• Analyse customer behaviour to derive digital product performance insights and identify areas of potential improvement.
• Authored product performance reports, incorporating usership data and customer satisfaction scores.
• Served as intermediary between product development and research departments, filtering feedback to prioritize maximally important data points.
• Collaborated with UX (User Experience) team to incorporate customer feedback and User Acceptance Test (UAT).
• External supplier and internal key stakeholder relationship management
• Creation and delivery of Strategical MBR's (Monthly Business Review) including opportunities for Optimisation and Value.
• Developed creative presentations, trend reports, kitted assets, and product data sheets.
• Created and managed social media campaigns to increase brand engagement.
• Optimised email campaigns to increase open and click-through rates.
• Launched successful digital marketing campaigns that achieved goals for increased website traffic.
• Supporting Procurement in creation of external contracts including digital service level agreement clauses.

• Delivered outstanding service to clients to maintain and extend relationship for future business opportunities.
• Collaborated with teams to define, strategies, and implement marketing and web strategies.
• Analysed problematic areas to provide recommendations and solutions including reduction of financial overheads with the introduction of digital.
• Aligned closely with business owners and employees to gather information and gain operational insight.
• Created and developed detailed work plans to meet business priorities and deadlines within the digital arena.
• Integrated technology and business operations to identify targeted solutions to customer issues.
• Implemented practices and procedures to reduce expenditures and increase savings.
• Monitored competitor activities and innovations to stay ahead and proactively adjusted strategies.
• Built professional sales presentations to promote services to senior leadership.
• Promoted high level of customer satisfaction using strong relationship-building skills, consistent follow-up and prompt issue resolution.
• Collection and analysation of customer UX feedback allowing optimisation of the digital journey.
• Training and rollout of digital is a predominant telephony business.

• Day to day management of up to 14 direct reports. Driving efficiency, productivity, communication and motivation within the team and department as a whole.
• Trained and guided team members to maintain high productivity and performance metrics.
• Strategy and performance management of department level OKR/KPIs
• Implemented business strategies, increasing revenue and effectively targeting new markets.
• Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
• Analysed and reported on key performance metrics to senior management.
• Increased profit by streamlining operations.
• Managed purchasing, sales, marketing and customer account operations efficiently.
• Led hiring, onboarding and training of new hires to fulfill business requirements.
• Assisted in recruiting, hiring and training of team members.
• Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
• Implemented innovative programs to increase employee loyalty and reduce attrition.
• Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
• Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
• Negotiated contracts with vendors and suppliers to obtain best pricing and terms.
• Scheduled employees for shifts, taking into account customer traffic and employee strengths.
• Developed and maintained relationships with external vendors and suppliers.

• Led employee relations through effective communication, coaching, training, and development.
• Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans, and follow-up procedures.
• Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
• Aligned team goals and objectives with organizational strategy, aiding business growth.
• Developed performance measurement strategies, identifying areas for improvement.
• Established and maintained performance, quality and service standards for professional customer care.
• Implemented training programs to maximise team member development and potential.
• Delivered regular team meetings for aligned work towards common goals.
• Coordinated team collaboration to share ideas and build best practices.
• Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
• Recruited and trained high-performing team members.

Motor Claims handler in the following areas

- First notification of loss

- Policyholder Claims

- Third Party Claims (inc Bodily injury)

- Customer After Care

• Worked productively in fast-moving work environment to process large volumes of claims.
• Examined reports, accounts, and evidence to determine integrity and accuracy of information.
• Interviewed policyholders to verify information and obtain additional details.
• Developed in-depth understanding of insurance policies and procedures to give accurate recommendations to suit clients' needs.
• Collaborated with internal departments and external vendors to achieve fast resolution of claims.
• Investigated accidents or incidents to determine cause and extent of damages.
• Maintained accurate and up-to-date records of claim information for future reference.
• Negotiated claim settlements with claimants and representatives to resolve claims efficiently and fairly.
• Prepared and presented detailed reports to management on claims issues to aid in decision making.
• Developed and implemented strategies to improve claim processes.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.