In association with

The Customer First Group logo

25 - 26 SEPTEMBER 2019  |  APEX ROOM, OLYMPIA

Hugh Hessing

Loading
Hugh Hessing

Hugh Hessing

UKI Chief Operating Officer, Aviva UK

Background of over 30 years in:

Financial Services (General ReinsuraFULL PROnce and Insurance, Life Insurance, Merchant Banking, Global Custody and Retail Banking):- 10+ years at Aviva in senior Leadership roles including CEO of Aviva Ireland (double profits over a 2 year period) set up and ran Irelands first Insurtech event.

Aviva’s Group Transformation & Automation Director responsible for £400m cost reduction programme.

10 years with KPMG as a Transformation Director leading many post acquisition integrations, de-mutualisation’s and cost reduction programmes.

Summary of current responsibilities:

UKI Chief Operating Officer Customer Operations - responsible for c4000 people serving 15m customers covering General Insurance, Life and Pensions products for all distribution channels Transformation

Operations Responsible for Aviva’s £120m+ UK Insurance Operational Transformation programme:- - re-design op model and processes to achieve 99% first point resolution - have no processes taking longer than 3 days (end to end) - use

Systems Thinking’ as Leadership capability to design waste out and automation of resultant processes - deliver a brilliant digital customer experience working with our Digital business - fundamentally change measures to customer lead and lag measures - driving world class people engagement (90% plus) Leading Aviva’s global change method to drive continuous improvement - 100% Systems Thinking UK IT

Responsible for level of service / Change delivery / systems simplification. Responsible for £400m+ (next 3 years) UK IT change programme Focus on fixing our IT estate Driving a simplification agenda Cloud Migration and Data Centre migration UKI Transformation Portfolio

Driving a greater alignment of business change across all UKI Cells Complaints

Define future strategy addressing current approach which is inconsistent, fragmented and process focused rather than customer driven.

 

FULL PROGRAMME

Sessions
Twitter

Headline Sponsor

Coffee Sponsor