What is your role now since leaving corporate life?
I’ve established Maple Corner Consulting Ltd where I work with retail financial services businesses to unlock their potential through a focus on streamlining processes and ensuring operating models are optimised.
How long have you been an expert of Camelot?
I was fortunate to be invited by David to attend the Q1 event in London this year. We had connected earlier in the year, and joined the network the following day.
Are you a leader or a member of a Camelot Special Interest Group?
I’m not, but I am a Corporate Partner Account Manager for Camelot so I look after a number of the Corporate Partners - working with them to ensure that they are making the most of their membership. It’s a great role as I get to meet some really interesting businesses and fellow experts along the way.
Area of expertise:-
Operations and Sales
Highest/proudest most recognisable previous role:-
Director of Later Life Lending at Age Partnership where I led one of the UK’s largest financial advice businesses.
How long have you been doing this subject/area?
I’ve got nearly 25 years experience within the life & pensions and financial advice sectors. My career has seen me hold a number of senior roles at Aviva including Head of Transformation, Head of Customer Services and Head of Sales before going on to be Director of Later Life Lending at Age Partnership, the UK’s largest Equity Release Broker.
What is your company name?
Maple Corner Consulting Ltd
Do you have a website?
What is your LinkedIn profile URL?
Please can you provide some examples of recent projects/professional high point that you’ve worked on?
As Head of Customer Services at Aviva, I led a transformation programme that delivered £10m annual cost savings, improved TNPS by 107% and improved colleague engagement by 19% through the delivery of process automation and a new operating model that embedded continuous improvement into the customer facing teams.
I’m currently working on a project helping a national financial advice network build a model for continuous improvement and deliver enhancements to customer experience that will enable it to deliver a growth strategy.
What is your unique selling point?
My approach is to deliver exceptional customer experiences and ensure that processes and operating models are aligned, whilst ensuring costs are managed and revenue opportunities maximised.
My two key principles are client first and keep it simple!
Do you have a Favourite quote?
“It is not the strongest of the species that survives, not the most intelligent that survives. It is the one that is the most adaptable to change.”
Charles Darwin
Any professional goals for the upcoming year?
Cheesy I know, but my goal is to keep growing my business and myself - I started this venture at the start of the year and it’s been a real journey of discovery, there’s been times I’ve questioned what the hell I’m doing and times where I’ve loved every minute of it and everything in between!
And… Last but not least, how does being an expert of Camelot help you/or add value to your business?
I hummed and hawed about joining Camelot as Insurance per se isn’t necessarily the sector that most of my experience comes from, but when I met David and attended the event in London, I knew it was going to be valuable to me for a number of reasons.
Firstly, starting out on my own was daunting and knowing that there were others who’d been through it and willing to share their expertise was great - along with the practical tools that Camelot offers for people like me.
Then there’s the networking element, both with other Experts and Corporate Partners - that opened doors and led to introductions I wouldn’t have had without it…you never know what’s going to come from a new connection - the key is to remain curious of the possibilities. There are still aspects of the network that I’m to make the most of such as the road tests and with the advent of Camelot Consulting I think there’s a lot more to come.
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