Graeme Toomey
Group General Manager - Customer Care @Neilson Financial Services
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WORK HISTORY
Group General Manager - Customer Care @Neilson Financial Services
Windsor, GB
Group-level senior leadership role with accountability for Customer Care strategy and execution across multiple international markets. Acting as the subject matter expert for all customer care and service activities across the Neilson Group.Key focus areas:* Leading multi-market Customer Care operations, providing strategic direction, governance, and operational oversight* Designing and implementing scalable customer care operating models to support growth and new market entry* Working with insurers, reinsurers, and strategic partners to align end-to-end service and claims processes* Ensuring strong customer outcomes while balancing commercial considerations and operational efficiency* Acting as senior escalation point for complex customer, operational, and regulatory issues* Representing Customer Care at Executive and Board level, embedding customer considerations into strategic decision-makingThis role combines strategic leadership with hands-on oversight to ensure customer care operations remain robust, compliant, and scalable as the business evolves.
ABOUT GRAEME TOOMEY
Group-level customer care, operations and transformation leader with 20+ years’ experience across customer care, service operations, customer experience and transformation, delivering customer-focused, commercially sound outcomes in regulated, multi-market environments.I lead customer care strategy and execution at Group level, with accountability spanning service, claims and operational delivery. My work sits at the intersection of customer experience, service operations and transformation — designing scalable operating models, standardising processes across jurisdictions, and balancing customer outcomes, regulatory requirements and cost-to-serve.Since my time as Head of Claims, Service & Retention, I’ve worked closely with insurers, reinsurers and strategic partners to align end-to-end processes that work for customers while meeting commercial and operational objectives. I’m comfortable operating across complex external ecosystems and engaging senior stakeholder groups.I’m known for a calm, credible leadership style and for translating strategy into practical delivery — working closely with Executive and Board-level stakeholders to ensure customer, operational and commercial considerations are embedded in decision-making.Focus areas:• Customer Care, Service Operations & CX• Operations & Operating Model Design• Transformation & Change Delivery• Group & Multi-Market Operations• External Partner & Ecosystem Management
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