Julie Gowland

Accountable for delivery of improved FNOL processes across Motor Claims Operations Department.

Delivering increased Operating Efficiencies to minimise cost, Improve Customer Journey whilst maintaining Specialist Motor Claims experience.

Ensuring Quality framework implemented to support improvements and Financial Cost Control

Business case - To support a key banking client with a new operating model (Vanguard Systems Thinking)
Project included : Client / stakeholder visits I Training and development of a customer dedicated client team I Promotion of systems thinking principles across the organisation I Internal and external key stakeholder engagement I Introduction of a new operating framework to support escalation process I

Outcome - Project ongoing with positive feedback from the client regarding the… Show more

Business case - To support a key banking client with a new operating model (Vanguard Systems Thinking)
Project included : Client / stakeholder visits I Training and development of a customer dedicated client team I Promotion of systems thinking principles across the organisation I Internal and external key stakeholder engagement I Introduction of a new operating framework to support escalation process I

Outcome - Project ongoing with positive feedback from the client regarding the organisations embrace of systems thinking Show less

Business case - Outsourcing project for a major multi-national bank

Project delivery included : Key operational support and liaison with the banking client I development of operational system integration between the two organisations I Maintained customer service and expectation during a period of change I

Outcome - Successful completion of the project and excellent client feedback

Business case - Gap identified in the audit framework

Project delivery included : The development of a team combined of resource planning, project management and audit analysis I Developed and introduced a new audit framework I Built a new resource planning tool I Established more robust project sign off and governance procedures I

Outcome - Established a more efficient resource operating model and further improved the client audit results

Business case - Reduce operating costs

Project delivery included : High level process review I Establish customer communication best practice I Review of UK National supplier network I

Outcome - Improved customer communications and overall reduction in operating costs

Business case - Identifying areas to improve cash collection

Project delivery included : System re-design moving to insurer specific teams I identification and support of insurer champions to improve the relationship between the business and insurer's I

Outcome - Positive feedback from insurer's and a much faster cash collection process

Business case - Analysis identified potential savings and business improvement could be achieved by developing an in house legal function, using existing resources within the collections department.

Developed and implemented - from concept to successful completion & integration

Designed to reduce claims costs through in house litigation claim handling for small claims and fast track.

Reduced annual operating costs by £250k

Project delivery included : Skills analysis… Show more

Business case - Analysis identified potential savings and business improvement could be achieved by developing an in house legal function, using existing resources within the collections department.

Developed and implemented - from concept to successful completion & integration

Designed to reduce claims costs through in house litigation claim handling for small claims and fast track.

Reduced annual operating costs by £250k

Project delivery included : Skills analysis I Key stakeholder engagement and sign off I Process build and implementation with existing, externally contracted legal team

Outcome - Reduction in claims lifecycle, reduction in legal claims cost and a substantial increase in the rate of outstanding debt recovery.

The project included job description development, selection and recruitment a new team of 4 X Specialist Fraud & Litigation Handlers and the development of a new training package. Performance was managed through a specificl designed set of KPI's Show less

Business case - Analysis Identified wastage in the cost of Area Managers across the UK

Project Delivery included: Resource review I Time in Motion Study I Cost Reduction I Operational Re-Design

Outcome - Substantial cost savings and improved productivity were evidenced and sustained

Business case - To improve communications between the field force and head office functions as this had become weakened after a period of extensive change across the business

As National Change Manager / Communications & Culture Ambassador

Improve communications with the National field force and contact centre network

Involved 20 contact centres across the UK as well as local field teams

Outcome - Communication lines reinforced and brand awareness strengthened… Show more

Business case - To improve communications between the field force and head office functions as this had become weakened after a period of extensive change across the business

As National Change Manager / Communications & Culture Ambassador

Improve communications with the National field force and contact centre network

Involved 20 contact centres across the UK as well as local field teams

Outcome - Communication lines reinforced and brand awareness strengthened which provided stronger platform for future planned change
Show less

Business case - Advances in technology provided an opportunity to improve operational costs

Project delivery included: Move from Paper based environment to System Automation I Full National PDA roll-out across UK sites I Training Plan Build & Implementation I Full Training Delivery to competency levels I Presentation Build & Roll out thought the UK sites I Staff Engagement

• Team of five project managers covering IT , Communications, Operational integration and… Show more

Business case - Advances in technology provided an opportunity to improve operational costs

Project delivery included: Move from Paper based environment to System Automation I Full National PDA roll-out across UK sites I Training Plan Build & Implementation I Full Training Delivery to competency levels I Presentation Build & Roll out thought the UK sites I Staff Engagement

• Team of five project managers covering IT , Communications, Operational integration and Training
• Project directly impacted a workforce of 600

Outcome - Exceptional cost reduction that contributed to the companies long term strategy Show less