Provident Insurance

Claims Business Analyst

Studied Maths and Economics at Loughborough University.

Graduate Trainee - September 2003

I followed an induction timeline over a nine month period in which I progressed through the main areas of the business.

Fraud Project - April 2004

The project was to investigate and improve current procedures for spotting fraudulent claims and to build a fraud database.

Acting Team leader for new fraud team - August 2004

I was given further opportunities to work on new fraud initiatives; This helped me to develop my people management skills.

Fraud Claims Analyst - 2005

Promoted to fraud claims analyst. I worked on projects looking at new initiatives to maintain the high level results on fraud initiatives. I was given many opportunities to work on projects which expanded my business knowledge.

Claims Business Analyst (Supervisor) - September 2005

• Coordinate reporting and analysis of claims information to management
• Help build strategies to maximize cost control and help drive the business forward

Provident Insurance: my journey so far!

'Provident Insurance has been very committed and supportive throughout my time at the company, they are currently financially supporting me through my professional insurance exams, allocating appropriate study leave and resources. My personal development is continually being assessed to ensure I am developing all the key attributes required to fulfil my role effectively and to progress further in the company.'

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Customer Service Manager

Studied Business & Management at Bradford University 1998-2001

Graduate Trainee - July 2001

I joined Provident Insurance as a graduate trainee and followed a fast-track business induction programme.

Team Leader - August 2002

I was promoted to Team Leader and responsible for 15 staff.

Sponsored study - October 2002

I commenced my ACII studies, an industry recognised qualification.

Mentor appointed - September 2002

A Senior Manager from the business was appointed to aid my development.

Qualification gained - October 2004

I completed the ACII qualification, becoming a Chartered Insurer.

Supervisor - November 2004

Following my promotion to Supervisor, I was responsible for a team of 30 through two Team Leaders. I oversee collections of £15 million pounds per month.

Manager - September 2006

• Manage 50 people through two Supervisors and four Team Leaders
• Director assigned as my business mentor
• Have a designated management development coach

Provident Insurance: my journey so far!

'My Provident Insurance journey so far has been incredibly fast paced and challenging. Things have never stood still and new opportunities have constantly been presented along the way allowing me the opportunity to make a difference and move up the career ladder.'

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Senior Product Development Analyst

Studied Business Studies at Huddersfield University 2000 – 2004

Graduate Trainee - November 2004

I joined Provident Insurance as a graduate trainee and followed a fast-track business induction programme.

Mentor appointed - September 2005

A Senior Manager from the business was appointed to aid my development.

Product Development - November 2006

I applied for a Research Analyst role in the Product Development team.

Product Development Analyst - November 2006

• Work in growing team
• Training needs highlighted through the Talent Development Programme
• Have a designated management development coach

Senior Product Development Analyst - June 2007

June saw me being recognised for growth and development within my role – by being promoted to Senior Product Development Analyst.

Provident Insurance: my journey so far!

'Provident Insurance is a great place to work. I have improved my people skills through my involvement in team-building activities and fund-raising events. I have also had the chance to build on my existing skills through the Talent Development Programme, which gives us the chance to identify our training needs.'

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Operational Supervisor

I studied at Ryburn Valley High School from 1989 – 1996.

'Provident Insurance has shown a great deal of commitment and support to my personal development. My training and development plan has provided me with numerous opportunities to display and advance the relevant competencies necessary to progress further within the organisation.'

Claims Negotiator - July 1998

I joined the Policyholder Claims Department as a trainee. I spent my first month in training learning the basic functions associated with the area and the following nine months were spent within the department. This allowed me to gain a broad knowledge of Insurance claims, before moving to the Theft Claims Department in May 1999.

Promoted to Senior Negotiator - November 2000

After working in the Theft Claims Department for 18 months, I was made Senior Negotiator. My role included collating management information and generally controlling the workload for the department, along with taking any referrals from the team. I was then offered the opportunity to progress to the Non-injury Third Party Claims Department.

New Venture – February 2001

After just over two years within the third party claims department, I was again promoted to senior negotiator. I reached this position by following a specific training plan that was catered to my development needs, along with progressing through the development framework. My role included ensuring the unit backlog objectives were achieved and I was also given project work in order to aid my development further.

Acting Team Leader - June 2003

In June 2003 I was given the opportunity to work with the TPAU team. This team deals with third party new claims on a proactive basis by actively attempting to contact third parties by telephone. This role enabled me to develop my people skills and be involved in more high level management decisions. I agreed a personal development plan with my Supervisor which enabled me to progress toward a Team Leader role.

Promoted to Team Leader – February 2004

I was promoted to Team Leader within the Third Party department in February 2004 after successfully completing the interview process. I had a team of 13 people and was responsible for ensuring we achieved our targets, whilst providing constant support to each individual and the team as a whole. This included completing appraisals and one to one reviews on a weekly and monthly basis, and searching for new opportunities to improve the performance of the team.

Operational Supervisor

I was promoted to Supervisor within the Third Party department in November 2006. I now supervise a department of 50 people which is managed through four Team Leaders. I have received continual support from my line managers and have agreed another personal development plan to aid my further development through the company.

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Sales Support Team Leader

I studied English Language and Literature, Psychology and Human Biology at Nelson and Colne College, Nelson, Lancashire.

'Provident Insurance has given tremendous support to my personal development. The attributes I needed to demonstrate were identified at an early stage and I was given numerous opportunities to show I had the ability to progress further within the organisation.'

Claims Negotiator June - 2001

I joined Provident Insurance as an experienced Claims Negotiator, within the Third Party Claims Department. After just six months, I was promoted to Senior Claims Negotiator. This allowed me to focus on key attributes that would help to develop my people-management skills, whilst also improving my technical claims knowledge.

New Venture

On my return from maternity leave, I was given the opportunity to join a new project team, working within the Third Party Assistance Unit (TPAU). The role involved developing new ideas and cost-saving initiatives. Due to the challenging nature of the role, it gave me the opportunity to develop leadership skills. I also had the chance to work closely with both the team leader peer group and superiors.

Promoted to Team Leader - May 2004

In May 2004, I was promoted to the role of Team leader within the Credit Control Department. The role represented a challenge as I moved to a department in which I had no previous experience. The role offered a very unique opportunity – to learn about a whole new area of the business, whilst transferring the people and organisational skills I had acquired within the Claims Department.

Electronic Business Unit (EBU) - January 2007

After 12 months on maternity leave, I jumped at the chance when offered the role as Team leader within the EBU. It’s been going really well and I am really enjoying the change in direction. I'm working towards the development objectives I set when I joined, and have been involved in building and implementing new processes and structures.

Role Model of the Year - June 2007

2007 has proved to be an extra special year for me as I was awarded 'Role Model of the Year' in the Performance Excellence Awards.

The award really meant the world to me as it recognised my leadership and interpersonal skills, in a very special way.

My development

Provident Insurance has simply been amazing! They have supported my development from day one and have provided numerous development opportunities to help me reach my goals.

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Policyholder Team Leader

After taking a year out with the intention to start University to study Business Studies with German in 1999 I decided my heart wasn’t in it and looked for a job.

'Provident Insurance is the still same vibrant and enthusiastic place as when I began.'

Customer Service Advisor - February 2000

I started at Provident Insurance in February 2000 as a Customer Service Advisor and quickly fell into the extra curricular activities that Provident Insurance offer through nights out and incentive events.

My main duties in CSG were providing quotes for brokers and processing post but after showing initiative I was given a development plan to identify the areas I needed to work on in order to grow my career.

Senior Customer Service Advisor - June 2002

I was made Senior Customer Service Advisor in 2002 and was involved in auditing work as well as providing training to members of staff to help them develop. I also helped out in the training department as a referral point and it was these skills that saw me seconded to an internal project to develop a new underwriting system in late 2003.

This saw me writing the training material which I eventually delivered to the customer service staff. This initial part of the secondment involved some system testing, which really helped improve my planning and organising skills as everything had to run in a particular order and be completed within a tight deadline.

The training part of the project was extremely hard work. had to deliver over 40 training course to 80 members of staff over a nine week period. This time was challenging but also one of the biggest achievements I had experienced at Provident Insurance so far. The secondment came to an end in 2006 when the system had been completely integrated into the department and I returned to CSG.

Following this training role, my attitude changed towards my job. Where I previously felt I just had a job, I now realised I had a career. This was the springboard for me and my profile had been raised due to my efforts in the project.

Returning to CSG was a big test as people were observing how I would react to rejoining the team and the impact I would make. I jumped back into my old role and set about looking to bring the team together through organising incentives and publishing a daily newsletter.

Claims Team Leader - November 2006

My main aim was developing towards a team leader position and I was promoted in November 2006 to Claims Team Leader following a brief transfer to claims in September.

My time as a Team Leader seems to have flown by. I have loved every second of the job and my day to day activities are extremely varied and very rewarding. The most enjoyable part of the job for me is dealing with my team and seeing them develop.

Achiever of the Year - June 2007

I am in charge of the Total Loss and ROI Departments. As a team we have achieved a lot in a short period of time as we have been able to bring in new ideas and technology to improve results. The final high point for me came at the communications day when I received the Achiever of the Year Award.

Provident Insurance is still the same vibrant and enthusiastic place as when I started. I am often 'volunteered' by the team for hair-raising activities such as leg waxing during fund raising events.

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