Tracy Sheldon Email Address

Head of Continuous Improvement

Ageas UK is an award-winning provider of Personal and Commercial insurance solutions in the UK, employing over 5,500 people with offices based across the UK.

*A decisive, results-oriented leader and change manager, with exceptional planning and organisational skills. *A people-oriented, creative team player, experienced in directing cross-functional teams in a pragmatic way to achieve business objectives.*Communicates persuasively with stakeholders and employees at all levels of the organisation, influencing them to support the delivery of corporate objectives to timescale.KEY OPERATIONAL AND CHANGE MANAGEMENT ACHIEVEMENTS:* Shaped and led a comprehensive efficiency programme which delivered a 12.2% reduction in costs (157% of target) across UK Sales & Service in 2016. Key areas of focus included process improvement & automation, harnessing new technologies and improving the way that Sales & Service works.* Led the development and implementation of business readiness and incident management methodologies which have ensured that change lands smoothly within Operations and that any incidents are addressed promptly, risk is controlled and customers are treated fairly * Spearheaded the development of a Customer Experience strategy with the reduction of customer effort at its heart* Championed an ongoing programme of process improvement designed to improve efficiency, as well as both customer and employee experience * Orchestrated the development and implementation of sales and service bonus schemes designed to drive both sales volume and value, as well as quality