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Hugh Hessing

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.




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