Phil Warren

Customer Experience Manager @KGM

Romford

Delivery Driver @Morrisons

Ipswich

Operations Manager @AXA Insurance UK Retail

· Responsibilities within role overseeing the 8-complaint teams spread across 4 sites, (cover circa 90 complaint handlers). · Resolving Insurance related complaints across multiple product lines. · Starting from a backlogged position seeing year on year improvements. · Working alongside and providing learnings to operations area to support reduction of logged complaint volume throughout the period. · Leading a number of process review and process confirmations, using data analysis to gain understand and make data lead decisions · Reducing the spend whilst keeping the customer at the centre of the process to ensure the outcome are fair and correct

Complaints Operations Manager @AXA

Ipswich

Claims Manager @VMS (Fleet Management) Ltd

Woolpit

• Managing the Accident team of 8 people, and oversee the fleet of approximately 4000 vehicle plus clients own fleet vehicles, the team took report of incidents, managing recovery and repair process, with engineers and looking to capture third party intervention to support them with the repairs and replacement vehicle for fault incidents. • Liaising with clients regarding service provided • Escalating repair issues with manufacturers • Providing analysis on team performance, client claims and own repairs and looking to improve repair captures. • Identification of gaps in repairer coverage and sourcing and onboarding new suppliers

Lead Associate Middle East and North Africa @Willis Towers Watson

Ipswich, England, United Kingdom

Middle East and North Africa Lead Associate (Team Leader) @Willis Towers Watson (Reinsurance)

· Managing a team of 14 people, with the day to day running of the team managing holiday and absence · Engaging and working with the broker team in Dubai and the Claims team in Mumbai · Review work allocation and outstanding activities · Liaising with clients to progress the and resolve, outstanding actions · Manage outsourcing of work to Mumbai

Claims Manager @LV= General Insurance

· Managed a department with a team of 50 people. · Acted as a point of referral and assist colleagues with investigation tactics and strategy, handling complaints and escalated complaints · Dealt with potentially fraudulent customer and third-party claims. In addition to manual referrals, we also review outputs from automated referral and machine learning models, introducing a greater variety of claim types and the required investigations. · Department manager, my role also requires involvement in department planning, staffing levels, project management and HR issues (including disciplinary investigations, hearings and appeals). · Managed supplier relationships and worked closely with a range of suppliers who support investigations. · Led Business review meetings, contracts reviews and performance through the use of data analysis and case reviews. · Create ‘term of reference’ and conduct individual, team and department audits and overseeing the department regulatory requirements. Understanding root cause and create actions plans to address and resolve issues.

Claims Crime Prevention Manager @LV=

Ipswich, England, United Kingdom

• Managed a department with a team of 50 people • Acted as a point of referral and assist colleagues with investigation tactics and strategy • Dealt with potentially fraudulent customer and third-party claims. In addition to manual referrals, we also review outputs from automated referral and machine learning models, introducing a greater variety of claim types and the required investigations. • Department manager, my role also requires involvement in department planning, staffing levels, project management and HR issues (including disciplinary investigations, hearings and appeals). • Managed supplier relationships and worked closely with a range of suppliers who support investigations. • Led Business review meetings, contracts reviews and performance through the use of data analysis and case reviews.

Motor Claims Crime Prevention Team @LV=

Ipswich, England, United Kingdom

• Day to day team management with an average team of 12 people • Allocation of appropriate work • Monitoring performance and trend analysis is to identify and prevent fraudulent motor injury claims being made against the business and in doing so protecting all customers. • As well as managing the team, I worked closely with the other fraud teams and operational areas to advise where potential improvements could be made utilising my own skills and knowledge. • Management of and permission approval for an internal data sharing platform

Claims Team Lead @LV= General Insurance

· Day to day team management with an average team of 12 people · Daily, weekly and month work allocation appropriate to resourcing. · Monitoring performance and trend analysis is to identify and prevent fraudulent motor injury claims being made against the business and in doing so protecting all customers. · Coaching and auditing the team both regulatory and technical aspects of case management · As well as managing the team, I worked closely with the other fraud teams and operational areas to advise where potential improvements could be made utilising my own skills and knowledge. · Management of and permission approval for an internal data sharing platform (SharePoint)

Financial Crime Team Leader @RBS Insurance (formerly Churchill Insurance)

· Managed a Counter Fraud Team focus on first party fraud and the theft of motor vehicles. · Work allocation, coaching and mentoring of team member, coaching and auditing of team members · During this time due to business restructure, it was confirmed that the local claims offices would close therefore for 10-month period from December 2010, on top of my normal duties, I had responsibility for managing a team in a different location. While managing the team, I helped with the change in the team’s role to manage the outplacement of Counter Fraud Motor work to solicitors and support the team members. · During this time, I also picked up responsibility for the motor personal injury fraud team

Counter Fraud Fire and Theft Team Leader @RBS Insurance Group (previously Churchill Insurance)

Ipswich, England, United Kingdom

• Managed a Counter Fraud Team focus on first party fraud and the theft of motor vehicles. • Work allocation, coaching and mentoring of team member • During this time due to business restructure, it was confirmed that the local claims offices would close therefore for 10-month period from December 2010, on top of my normal duties, I had responsibility for managing a team in a different location. While managing the team, I helped with the change in the team’s role to manage the outplacement of Counter Fraud Motor work to solicitors and support the team members. • During this time, I also picked up responsibility for the motor personal injury fraud team.

Liability Resolution Team Lead @RBS Insurance Group (previously Churchill Insurance)

Ipswich, England, United Kingdom

Customer Service Team Lead @RBS Insurance (formerly Churchill Insurance)

Motor Incident Management Team Leader @RBS Insurance Group (previously Churchill Insurance)

Ipswich, England, United Kingdom

Information Technology Team Lead @RBS Insurance (formerly Churchill Insurance)

Computer Specialist @RBS Insurance (formerly Churchill Insurance)

Computer Integration Project Team Leader @RBS Insurance Group (previously Churchill Insurance)

Ipswich, England, United Kingdom

Motor Incident Management Team Leader @RBS Insurance Group (previously Churchill Insurance)

Ipswich, England, United Kingdom

Team Lead @RBS Insurance (formerly Churchill Insurance)

Customer Service Team Lead @RBS Insurance (formerly Churchill Insurance)

Assistant Team Leader, Liability Resolution @RBS Insurance Group (previously Churchill Insurance)

Ipswich, England, United Kingdom

Claims Handler @RBS Insurance (formerly Churchill Insurance)

Motor Claims Handler @RBS Insurance Group (previously Churchill Insurance)

Ipswich, England, United Kingdom

Northgate High School