Mark Heaton

WORK HISTORY

ABOUT MARK HEATON

19••••••30 years experience within Motor Insurance Engineering and Claims, roles include, Field Engineer, trainer, Regional Technical Engineer, Engineering Unit Manager through to Head of Motor Engineering at AXA Insurance.I am a committed, self-motivated, supportive and driven individual, focused on getting the job done. I lead by example and motivate all around me to deliver outstanding results. I thrive on problem solving, using innovative thinking to seek solutions to obstacles that impact on customer service and internal processes. I am a competent people manager with years of experience spanning across all areas from coaching, developing to HR activity. I have successfully led AXA Engineering through multiple changes, embracing technical developments, supplier offerings and automation, focusing on improving customer service, team efficiency and controlling spend, each time emerging in a stronger place supported by robust controls and governance. I have project managed and supported the development and rollout of innovated ideas, including repair vs total loss strategies, technology enhancing claims decision making, MI and performance dashboards and major unit restructures I forge strong relationships with suppliers with a solid understanding of the important role they play within the industry by way of service and cost control. Core skills• Operational planning • Strategy planning • Objective setting and reviews • People management, remotely and on site• Supplier management • Stakeholder management • Budget management • Business case production• FTE and capacity management • HR skills • Better way of working mentality • In-depth vehicle industry knowledge present and future • In-depth claims knowledge in relation to cost containment and customer serviceDecember 2020 to present date Head of Motor Engineering TF Smiths Bradford, Leeds and Keighley Reporting directly into the Managing Director and Operation Director Achievements includeSuccessful centralised and stabilised the engineering unit Review and implementation of process changes reducing cycletimes for both estimating and managing total loss claims Introduction of Triage Engineering, to further reduce cycletimes, identify total loss claims and fraudulent activity Introduction of controls reducing leakage, age debt and missed opportunities relating to maximising profit Built close working relationships with work providers and peers