Xaverian 6Th Form College

Channel Lead- Life, Protection and Niche Insurance at Moneysupermarket Group

Hove, Brighton and Hove, United Kingdom

Moneysupermarket Group

Head of Life and Niche Insurance Channels

Ownership of MSM.com’s niche insurance channels, across 14 different product lines. Full autonomy and accountability for the P&L of all products, and responsibility as contract owner of 5 different outsourced relationships. Budgets and Strategy developer and owner across all products, with trading ownership to deliver against plan. Relationship owner of 5 external partners, covering contract ownership and commercial negotiations, governance and risk management, regulatory roadmap and adherence, change management and controls, product roadmap strategy, development and delivery, and commercial performance and trading on each channel. Leader of the internal commercial team to manage partner relationships. Responsible for recruitment, development, objective setting and appraising performance against those objectives, and matrix manager of a number of account managers across third parties.Key achievements - Full ownership for the delivery of 5 new journeys in 18 months, all delivering improved customer experience and GP growth. Creator of new process adherence for outsource partners which has been implemented across the group and delivery of a new governance and risk log for white labels which was adopted group wide. Innovative delivery of new partner of choice model across multiple product lines with benefits across GP, customer experience, and digital marketing.

Head of Commercial- Niche Insurance Channels

Head of Partnerships- Motor and Home Insurance

Direct Line Group

Insight and Innovation Manager

Head of Aggregator Relationships - Interim

- Deliver Sales and GWP targets•	Build and maintain strong relationships with partners through engendering a mutually beneficial working relationship built on trust  •	Responsible for identifying, developing and implementing change to improve the success of products on the aggregator panels•	Conduct commercial negotiations•	High level of knowledge of the motor, home and pet insurance markets, including competitor focus and analysis•	Manage large-scale change programmes•	Manage Relationships with Key Internal Stakeholders•	Deliver Aggregator specific marketing campaigns•	Lead quarterly business reviews both internally and with key partners

Aggregator Manager

Operate at a senior level in the definition and management of a successful telesales growth strategy which encompasses a blended, in-house operation and an outsourced function (50 in-house, 140 FTE through an outsourced operator).   With accountability for a multi-million pound budget, lead the development of multi-channel telesales strategies ensuring alignment with online / offline marketing programmes and brand vision.   Continue to utilise a proven outsourcing track record, managing SLAs and target attainment through all vendors and oversee initiatives to improve efficiency and performance.  These include redesigning the outbound business model and introducing new service offerings.

Royal and Sun Alliance (UK)

Telesales and Outsource Specialist

- Continuation of the previous role, employment transferring to Virgin Media following the  amalgamation of NTL and Virgin Mobile) Held strategic accountability for the definition and implementation of an outsourced, outbound telesales operation (200 fte through 3 onshore suppliers and an offshore vendor in Manila).   Engaged at director level, both internally and with suppliers, to lead the end-to-end outsourcing programme from managing the RFP process and outsourcing start up through to performance / KPI monitoring and quality assurance.Employed a motivational leadership style to lead a high performing outsourcing team which included Relationship Managers, an Outsource Support Manager and an Outsource Coach.

Virgin Media

UK & Offshore Outsource Manager

Senior UK-wide leadership of an onshore, outbound telesales function.Led a high-profile outsourced programme, driving telesales excellence through the transformation and continual improvement of an outsourcing strategy.  Selected, negotiated with and secured 3 new suppliers, increasing headcount to 130 and monitored all telesales operations to ensure target attainment and brand adherence.

National Outsource Manager

A multi-site telesales role overseeing the performance, efficiency and growth of the telesales function across 3 sites.    This included instigating a programme of improvements to ensure the delivery of sales volume, KPI attainment and alignment with all corporate marketing campaigns. During this period worked with the senior management team to oversee a call centre consolidation strategy, closing sites, developing a telesales centre of excellence and building FTE from 100 to 180.

Telesales Business Performance Manager

Operational leadership of a 50-strong team of inbound and outbound telesales professionals

Rose Howarth

Rose Howarth