Steve Green

An established senior business improvement manager with experience managing a large operational team.

Bupa UK Insurance – Senior Manager – Customer Support (Current Role)

Responsibilities:

• Deliver administration services to health insurance customers, ensuring high quality output within challenging SLAs. 
• Manage the insurance risk for underwritten customers through the accurate delivery of underwriting guidelines. 
• Lead a team of 130 colleagues across different regions to deliver required service levels within strict quality tolerances.
• Drive improvements to customer journeys and customer critical interactions to support customer experience enhancements.
• Review & improve customer journeys ensuring customer experience is delivered at the highest level.
• Manage a portfolio of risks within the business area to ensure compliance to market regulations.

Achievements:

• Delivering +1m customer transactions annually; improving performance metrics year on year.
• Increased automation by 60%, resulting in improved customer experience with reduced costs.
• Absorbing additional demand into the team & delivering improved performance with reduced headcount.
• Improved all customer metrics following customer journey mapping activity & business improvement activity.
• Delivered improvements in the contact centre function significantly improving all key metrics.

Bupa UK Insurance – Business Improvement Manager (Jan 2017 to Jul 2019)

Responsibilities:

• Identify root causes of complaints across the business and deliver improvements to reduce overall volumes.
• Review customer journey maps within the Customer Support team to identify improvement opportunities.
• Review business data to identify failure trends & high demand processes to identify & remove non-value add elements.
• Work with Executive stakeholders to build a programme of activity to improve the Customer Experience.
• Lead projects across different business units ensuring multiple team collaboration.
• Deliver improvements to customer journeys to support the business wide objectives. 

Achievements:

• Created a Root Cause Resolution function including relevant governance, structure, recruitment & frameworks.
• Slashed complaint volumes by 42% by implementing sustainable improvement solutions across the business.
• Delivered a digital approach for customer interaction significantly improving customer experience. 
• Created & implemented a cross business Customer Experience forum ensuring end to end customer journeys mapped.
• Implemented a ‘future state’ model for the Customer Support functions that led to improved experience for customers.

Lloyds Banking Group – Senior Business Improvement Manager  (Nov 1997 to Jan 2017)

Responsibilities:

• Lead project teams across different business units demonstrating role model skills and behaviours.
• Drive improvements to the Consumer Finance customer journeys to support group objectives. 
• Responsible for reviewing & challenging customer journey maps across the business unit.
• Develop and maintain key stakeholder relationships with Executive stakeholders for aligned areas.
• Manage an external provider of customer experience surveys and thematic reviews.
• Manage a portfolio of risks within an integration project to ensure compliance to market regulations.

Achievements:

• Embedded a Continuous Improvement framework resulting in over 100 improvement ideas being generated. 
• Achieved BlackBelt certification; demonstrating an excellence in business process improvement.
• Continuous Improvement training & coaching delivered across multiple business areas.
• Managed multiple projects identifying issues, opportunities and service improvements within the Credit Card business. 
• Identified and delivered improvements equivalent to 23 FTE whilst maintaining quality of output.
• Led the integration of two vehicle leasing businesses to create the market leading vehicle leasing business in the UK.

Blackbelt certification