Richard Reynolds-Vice President– Head of Claims Operations, Europe

Managing TPA Manager and a team of 10 Claims Operation Assistants.

Designing and implementing processes and workstreams using Guidewire from the ground up with European claims teams across all lines of business.

Establishing service level agreements (SLAs) and detailed key performance indicators (KPIs) with new business intelligence (BI) reporting, payment and performance analysis.

Developing, steering and analysing 50+ strategic, operational and IT initiatives, driving digital change and AI automation in payments while meeting DORA, GDPR, ACM and BAIT MaRisk regulatory compliance.

Increasing customer satisfaction scores by 80%.

Attracting and mentoring market-leading operational and TPA talent.

Demonstrating strong stakeholder leadership and swift decisional influence.

Managing a global team of 10 managers and 102 account managers.

Owning budget responsibility and reporting to the executive board and C-level.

Revamping the business model for corporate governance and operational risk.

Introducing a new retention and risk forecast to improve customer success planning.

Governing compliance, business continuity and business transformation while initiating data modernisation projects and analytics.

Leading multiple multi-million dollar financial, core banking and reporting system implementations from inception to delivery using agile methodologies.

Innovating in AI, digital transformation and big data by listening to the voice of the customer and building centres of operational excellence.

Overseeing numerous global project deliveries, coordinating across departments and establishing extensive client networks.

Collaborating with senior management in product development, legal, finance, professional services and sales teams.

Preparing and leading monthly business account reviews.

Driving operational priorities, leading client escalations, ensuring quick resolution and conducting root cause analysis.

Establishing customer success planning, building CRM and customer journey blueprints.

Developing the Customer Satisfaction Health Index and playbook, winning the Technology Industry Customer Experience Award in London on 2017-09-28.

Managing four project managers and a business analyst.

Implementing financial, underwriting, claims, document and reporting systems for ACE’s property, casualty and multinational European divisions.

Leading end-to-end project management, budget control, procedures, user acceptance testing, training, user manuals and global roll-out.

Overseeing multinational and Sarbanes-Oxley auditing in the EMEA region.

Initiating a European operational and consumer analytical research and change study, incorporated into the five-year strategic vision.

Reducing third-party agreement costs by 12% through renegotiation, training, QA, compliance and customer service.

Optimising processes and controls through workflow redesign, defining guardrails, new KPI reporting, SLAs, root cause analysis and audit check management.

Managing 15 back-office operation specialists on an expat programme in Germany.

Liaising between head office and local office to ensure transparent communication and engagement.

Meeting strict operational deadlines set by the US parent company.

Producing monthly P&Ls, balance sheets, expense reports, insurance ratios and German, UK and US GAAP statutory accounts.

Developing local budgets and forecasts, broker credit controls, financial modelling, tax calculations and FSA reports.

Conducting sub-branch internal audits and liaising with external auditors.

Setting up and managing back-office administration, finance, credit control, claims and operations departments, improving productivity by 12% year-on-year.

Preparing P&L statements and meeting strict deadlines for US vice presidents.

Compiling outstanding loss reports, reinsurance analysis, unearned premium reports and claims paid and incurred for corporate operating reports.

Managing accruals, prepayments, amortising marketing spend and variance analysis.

Maintaining fixed asset register, VAT returns, budget setting and aging reconciliations.

Contributing to the creation of a start-up subsidiary, Landmark Direct Line Insurance, achieving $60m premium in year one.