From contact centre agent to Operational Excellence Deployment Manager
I started my career at the age of 18 selling Home & Travel insurance in a call centre before becoming an Underwriter where I spent time working in the London Market. It was here that I had the opportunity to be involved in a large transformation within the Underwriting function which opened my eyes to the world of Continuous Improvement and sparked a passion within me. I spent a few years gaining experience in this space through secondments before moving into a permanent position. Since then, I have worked across insurance and health industries using various Continuous Improvement methodologies and Operational Excellence strategies which have led me to my current position.
I help the organisation deliver value for its customers and colleagues
As Operational Excellence Deployment Manager, I am responsible for leading a team of Operational Excellence practitioners to deliver on various improvement initiatives. The type of work I get involved in ranges from supporting ‘team-based’ problem solving right up to helping with issues that affect the organisation’s strategic goals. I love getting to interact with colleagues at all levels in the organisation and spend time understanding problems that affect our customers and colleagues.
Inspiring colleagues to have their own ‘lightbulb moments’.
Getting to work with colleagues across the organisation, helping them solve problems in their work that will benefit them and the customer. Seeing colleagues have a breakthrough in new thinking from training or working together on a problem is my biggest personal driver of accomplishment.
A strong work ethic and desire to learn new things will take you far!
I am a strong believer that opportunities are there for people if they have the work ethic and desire to seek them out. Having not gone to university, I chose to get my foot in the door of a company and seek out opportunities for careers once I was there. My advice is to research various roles within a company and find a few that interest you. Reach out to colleagues who do that role and find out what skills and experience are required and put yourself forward for opportunities to stretch yourself. Additionally, look for colleagues who are in senior roles and present themselves in a way that aligns with your values and ask them for advice!
Finding a profession that I love and inspiring others to learn new way
I am most proud of getting to do a job that I am extremely passionate about and really enjoy! As my career has progressed, I have worked with hundreds of people, helping them to develop and acquire new skills to make improvements for customers as well as making their work more enjoyable.
