Specialist Support Autumn and Winter 2010
-
Upload
james-mcvicar -
Category
Documents
-
view
219 -
download
1
description
Transcript of Specialist Support Autumn and Winter 2010
Specialist Support
Above and Beyond
Welcome to our team, it is now five and a half years since the first people were recruited to
the then brand new Specialist Support Team, in York. Over that time, the team has grown in both size and stature. Indeed, it is now regarded as an integral part of Aviva UK Life’s Intermediary & Partnerships business.
Last year, Specialist Support needed to respond nimbly to the outcomes of the Intermediary, Partnerships, Specialist Sales, the Stevenage office and Centralisation reviews. Moreover, at the start of 2010 the Intermediary changes have again required the team to adapt itself to the changing structures, reporting lines and priorities of the business.
As a result, from 1st March 2010, Specialist Support’s alignment became sharper, more focused and better aligned to specific areas of I&P. This has become further tightened from 1st September.
There are now separate Partnerships Introducer and Partnerships Relationships teams, People Communications, Intermediary Key Accounts and a new combined Intermediary & Specialist Sales support teams.
This approach has a well defined objective, to encourage, richer, deeper support, where efficiency and consistency of approach become the norm. Team members are increasingly becoming integral to the Manager groups as we all strive to achieve the value and volume targets for the business overall.
The Communications team continues to go from strength to strength, with Aviva World, the Financial Adviser Academy, Director of both Intermediary & Partnerships teleconference co-ordination, GDISTCO, the Business Transition Programme, and the separate Intermediary and Partnerships Monthly Bulletins being among the core priorities and key successes.
During 2010, 11 team members have either moved on to more senior roles within Aviva or left the Company. This, in a team of 25 has brought change and new blood in to the team which has been invigorating for all, as 5 existing team members have earned promotions within Specialist Support during the last 2 months. James McVicar and Kerry Probert have become Consultants, within the People Communications team, Laura Kedie has taken over as Team Leader (Partnerships Introducer), Holly Smith has moved up to become Team Leader for Intermediary Key Accounts and Sophie Triffitt has become Specialist Support Superviser for Partnerships overall.
The Specialist Support team brand is a strong one. It has been hugely encouraging to see increased faith, trust and responsibility being placed in the hands of this highly talented team. The team’s focus is clear, it will continue to strive to add value to the Distribution business, enable Managers to manage and always go “above and beyond” in all that it undertakes with unquenchable zeal.
Richard DaftSpecialist Support ManagerOctober 2010
Richard Daft
Sarah Elliott Francesca Moxon Sophie Triffitt
Robert Fitzgerald Laura KedieKerry Probert
James McVIcar
Holly Smith
Sarah Grice
Daniel Dolby
Charlotte Harding
Laura Henry
Aly Lawson Jenny Riley
Gemma Smith
Rachel Firth
Kathy Evans
Christopher Day
Kevin Tate
Sarah O’Leary
Ruth McMonagle
Cherlaine Wright Becky Jones
Emily HillMadeleine Joe
Our Team
What we do Operational Support• Recruitment support• Partnerships Consultants examination support• Literature requests• T&C support • Capability and disciplinary support• Literature ordering system and update communications
(Partnerships)• Whereabouts management• Proactive mailbox ownership, management and follow through• End to end Expense management (Heads of)
Compliance Audit Support • Expense logging to RACE• All indirect benefits logging on RACE• Implementation of new procedures• Compliance logs and reporting• Complaint handling, formal logging, escalation and resolution
Channel support• Proactive proposal of more streamlined sales processes• Advisers/Partnerships Forum-organisation, delivery and
attendance• Special deal requesting, recording and tracking• Large case recording and tracking• Panel surveys• Intelligence gathering for Marketing
Agency• APE / credit chasing• Agency issues resolution• APE/ Credit reconciliation • Commission issues resolution
Information Cascade• Communications to Key Accounts• Incoming communications from Accounts, regions and 3rd parties• Micro site content preparation • Briefs/SOAPs for Directors• Article sourcing for Key Account publications• Bonus communications (Partnerships)
Key Account Manager (& Key Accounts) Support• Attendance at and active participation in manager/Account meetings • Attendance on behalf of Managers at internal and external meetings• Campaign support• Liaison point with other business areas for managers( Marketing, Agency &
Commission, Compliance, Events, Finance, Risk & Governance)• Key contact point re Service issues• Relationship management between COOT and Key Accounts• Joint Business Plan/Account Plan/Marketing Plans support• First line contact with Accounts/3rd parties/external suppliers• Proactive escalation of issues with other business areas• Managing budgets/cost centre/FMI (inc expense reports analysis and query
raising)• Regular Manager/Manager Group teleconference co-ordination• Proactive training re new processes (e.g. FMI)• Active Project work on behalf of Intermediary & Specialist Sales/Key Account
Managers (e.g. Re-brand and Financial Adviser Academy, Barclays commission suppressions, IFA Value, Marketing campaign tracking-POFS)
• Presentation preparation and collation
MI Provision• Internal and external MI accessing, analysis, utilisation and report production• Tracker reports• Weekly and monthly MI reporting• Commission rate related MI and tracking• Pivot table maintenance and interpretation
Events support• Corporate events support, representation and participation• Pen profiles for corporate events and central library retention• Event attendee organisation• Co-ordination of event feedback• Conference preparation, support ,attendance and participation• Seminars and road shows support and attendance
Management Support
Sarah Elliott (Team Superviser - Intermediary) supports Chris West (Head of Sales – London and South East) & Jonathan Watts (Key Account Manager - Bancassurance)
Sophie Triffitt (Team Superviser - Partnerships) supports Crawford Murray (Head of Business Development)
& Graham Burns (Key Account Manager - Bancassurance)
Chris WestCrawford Murray
Jonathan WattsGraham Burns
Intermediary Key Accounts
Holly Smith (Team Leader) supports Andy Beswick (Head of Key Account Management) –until 1 November when Holly goes on Maternity leave.
Laura Henry supports John Wardle & Angela Robertson (Key Account Managers) – until 1 November after which Laura will support Andy Beswick (Head of Key Account Management) and becomes Acting Team Leader.
Sarah Grice supports Mark Hebberd & Caroline Lapsley (Key Account Managers)
Charlotte Harding supports Paul Grinbergs & Helen Pickup (Key Account Managers)
Cherlaine Wright supports Mike Balzan & Steffan Kenward (Key Account Managers)
Madeleine Joe supports John Wardle & Angela Robertson (Key Account Managers) –from 1 November.
Intermediary Key Accounts
Mark Hebberd
Helen Pickup
Angela Robertson
Mike Balzan
Steffan Kenward
John Wardle
Caroline Lapsley
Paul Grinbergs
Andy Beswick
People Communications
Francesca Moxon (Team Superviser)
Kerry Probert
James McVicar
What we do
• Intermediary & Partnerships Aviva World sites• Intermediary & Partnerships Monthly Bulletin production• Intermediary & Partnership monthly Director of telecon
organisation• GDISTCO mailbox ownership, including the “Weekly Round-up”• External Intermediary Key Account Updates• Financial Adviser Academy co-ordination• Business Transition Programme co-ordination• Distribution list management for Intermediary• Recognition - Intermediary long service awards organisation &
Spotlight usage tracking• Distribution Incentive updates• Intermediary Head of Conferences and Away days co-ordination• Distribution Change initiatives co-ordination, e.g. new BlackBerry &
laptop communication and organisation• Intermediary Remuneration strategy support• Concep email distribution list maintenance and query resolution• Provision of management insight using communications plans &
trackers • Liaison with stakeholders in Marketing, Communications &
Distribution• Head of and business partner communication support• Specialist Support Team Guide
Intermediary & Specialist Sales
Daniel Dolby (Team Leader) supports Mark Crow (Head of Sales: Midlands) & Ben Cook (Senior Technical Investment Solutions Manager)
Aly Lawson supports Emma Thompson (Head of I&P Channel Development), Dave Jones (Senior
Pensions Development Manager), Nicola Aldgate (Senior Sales Support Manager – Advisers Connect), Claire Brown (Senior At Retirement Solutions Manager) & Mark Sinclair, Stuart Tate (At Retirement Solutions Managers)
Sarah O’Leary supports Andy Kelly (Senior Distribution Development Managers), Andy Smithers(Senior Platform Delivery Manager), Marion Davis ( Senior E-Business Development Manager), Tim Walton(E-Business Development Manager), Colin Watling (E-Business Development Manager) Gareth Hughes(Senior Financial Planning Manager) & Sandra Scott, Susan Haughton (Financial Planning Managers)
Ruth McMonagle supports Tony Warwick (Head of Sales) & Paul Burton, David Robinson, John Braybrook, Martin Green, Stuart Murray, Mike Harrowven (Technical Investment Solutions Managers)
Becky Jones supports Paula Jones (Senior Protection Solutions Manager) &Paula Weddell, Neil Carroll (Protection Solutions Managers) & Pete Sears, Jayne Illston, Debbie Haworth (Senior Sales
Support Managers) & Andy Fear (Senior Employer Solutions Manager)
Emily Hill supports David Hall (Distribution Technology Manager) & Glyn Williams, David Roberts (Distributor E-Propositions Manager) & Jerry Quince, Declan Harrington, Ivan Robinson, Vanessa Rayne (Platform Delivery Consultants)
Intermediary & Specialist Sales
Paula Weddell
Emma Thompson
David Hall
Mark Crow
Nicola Aldgate
Stuart Tate
Tony Warwick
Paula JonesClaire Brown
Jayne Illston
Neil Carroll
Pete Sears
Marion Davis
Tim Walton
David RobertsGlyn Williams
Debbie Haworth
Intermediary & Specialist Sales
Gareth Hughes
Andy Smithers
Paul Burton
Sandra Scott
Mike Harrowven
David Jones
Ben Cook
Jerry QuinceAndy KellyVanessa Rayne
Declan Harrington
Stuart MurrayMartin Green
Ivan Robinson
Andy Fear
John Braybrook
David Robinson
Susan Houghton
Colin Watling
Partnerships - Relationships
Robert Fitzgerald (Team Leader) supports Kathryn Stringer (Head of Sales – Relationships) & Alastair McNaughton(Business Development Manager)
Jenny Riley supports Neil Skinner (Key Account Manager) &
Shaun Middleton (Key Account Manager)
Gemma Smith Supports Austen Warne (Key Account Manager),
Michelle Biesty, Mark Preston, Martin Jones, Martin Clarke & Caroline Hayward (Regional Performance Managers)
Partnerships - Relationships
Shaun Middleton
Alastair McNaughton
Austen Warne
Martin Clarke
Martin Jones
Mark Preston
Kathryn Stringer
Neil Skinner
Partnerships - Introducer
Laura Kedie (Team Leader) supports Sarah Phillips (Head of Sales – Introducer)
Rachel Firth supports Paul Dreze (Key Account Manager), Steven Clivery (Key Account Manager) &
Ian Baker (Divisional Sales Manager)
Chris Day supports Mike Henry (Divisional Sales Manager) & Jason McGeough (Performance Development Manager)
Kathy Evans supports Alison Heaven, Richard Watson, John Quinn, Nick Clemons, Richard Ollive (Regional Sales Managers), Leigh Hemmings (Retail Divisional Sales Manager – North East) &Nick Birdseye (Retail Divisional Sales Manager – South and West)
Kevin Tate supports Alex McFarlane, Jim Taggart, Adam Letts, Dean Woolf, Nikki Carr,
John Nutting & Paddy Sault (Regional Sales Managers)
Partnerships - Introducer
Ian Baker
Paul DrezeSteven Clivery
Jim Taggart
Richard Ollive
Nick Clemons
Richard Watson
Leigh Hemmings
Nick Birdseye
Alison Heaven
Sarah Phillips
Jason McGeough
Dean Woolf
Alex McFarlane
Nick Clemons
John Quinn
Adam Letts
Paddy Sault
John Nutting
Nikki Carr
Contacts and Roll of Honour
Team Mobile 07800 696305
Team Fax 01904 684443
Contact usRichard Daft 01904 684256, 07800 697347
Chris Day 01904 686849
Daniel Dolby 01904 684293
Sarah Elliott 01904 684308
Kathy Evans 01904 684336
Rachel Firth 01904 684285
Robert Fitzgerald 01904 684297
Sarah Grice 01904 684305
Charlotte Harding 01904 684319
Laura Henry 01904 686850
Emily Hill 01904 684266
Madeleine Joe 01904 684307
Becky Jones 01904 684299
Laura Kedie 01904 684304
Aly Lawson 01904 684340
Sarah O’Leary 01904 684320
Ruth McMonagle 01904 686838
James McVicar 01904 684902
Francesca Moxon 01904 684311
Kerry Probert 01904 684291
Jenny Riley 01904 684325
Gemma Smith 01904 684334
Holly Smith 01904 684307
Kevin Tate 01904 684337
Sophie Triffitt 01904 684292
Cherlaine Wright 01904 686852
Managers
Nicola Aldgate 07800 695323
Ian Baker 07776 467960
Mike Balzan 07800 696811
Andy Beswick 07800 696813
Michelle Biesty 07800 695200
Martin Clarke 07800 695422
Nick Birdseye 07800 695736
John Braybrook 07800 691 573
Graham Burns 07740096650
Neil Carroll 07800 691929
Claire Brown 07800 693394
Paul Burton 07800 691662
Nicola Carr 07800 695766
Claire Chadwick 07800 696881
Nick Clemons 07800 696095
Steven Clivery 07800 696659
Ben Cook 07800 695588
Mark Crow 07800 696470
Susan Haughton 077908 54245
Marion Davis 07800 695770
Andy Fear 07800 695551
Caroline Hayward 07800 695754
Alison Heaven 07800 693746
Paul Dreze 07800 697996
Debbie Haworth 07800 695166
Gareth Hughes 07800 697703
Jayne Illston 07800 695208
Martin Green 07800 697731
Paul Grinbergs 07800 697894
Dave Hall 07800 699890
Declan Harrington 07767703956
Mike Henry 07800 691326
Mike Harrowven 07800 697294
Mark Hebberd 07800 696708
Leigh Hemmings 07800 692328
ManagersDavid Jones 07800 696758
Martin Jones 07800 697056
John Nutting 07800 693134
Paula Jones 07800 697645
Andrew Kelly 07725 372643
Steffan Kenward 07800 696817
Caroline Lapsley 07800 697621
Adam Letts 07800 696572
Mark Preston 07800 695185
Crawford Murray 07800 656959
David Roberts 07800 696975
Alex McFarlane 07800 696972
Jason McGeough 07800 695250
Alastair McNaughton 07800 697471
Shaun Middleton 07800 696506
Stuart Murray 07800 696780
Richard Ollive 07854 092602
Sarah Phillips 07800 696921
Helen Pickup 07800 697598
Jerry Quince 07800 691598
Vanessa Rayne 07800 692473
John Quinn 07800 697492
Angela Robertson 07800 696802
Kathryn Stringer 07800 606494
David Robinson 07800 697775
Pete Sears 07800 697844
Jonathan Watts 07800 696748
Mark Sinclair 07800 690771
Stuart Tate 07800 695361
Emma Thompson 07800 693483
Ivan Robinson 07800 692476
Paddy Sault 07800 699951
Sandra Scott 07800 696564
Dean Woolf 07800 695084
Neil Skinner 07887 695386
Andy Smithers 07800 695590
Jim Taggart 07800 697044
Tim Walton 07800 697612
John Wardle 07800 695537
Austen Warne 07800 697504
Tony Warwick 07800 695106
Richard Watson 07800 696402
Paula Weddell 07800 695752
Chris West 07800 693590
Glyn Williams 07800 696286
Key Contacts
ITUK Life Service Desk 0808 101 0010
MeetingsBanks Sadler 0844 499 0400Facilities Helpdesk (London) 0207 662 2444Dixon House Room Bookings 0207 662 7878Fenchurch Street Reception 0207 157 2249Poultry (Morley)St Helens 23rd Floor (Meetings) 0207 662 2945
TravelPortman Travel 0870 444 8425National Rail Enquiries 0845 748 4950
TelephonyCable & Wireless (Telecom bookings) 0500 500 300Cable & Wireless (Telephony Equipment) 0500 477 400Orange Customer Services 07973 100 158Orange Technical Support 0800 079 0038UKGITEL 01603 841198
Products/A&C/New Business QueriesInvestments 0845 9000 810Protection 0845 9000 813Protection Underwriting Enquiries 01438 732708Individual Pensions 0845 9000 815Group Personal Pensions 0845 9000 817Annuities 0845 300 1200Agency 0845 9000 819E-commerce 0845 309 3999Healthcare 0845 300 0649Aviva Equity Release 0845 3020 111Aviva International 0845 300 2114Aviva Investment Funds 0845 607 2439
Assistance with more technical queriesIf you have a more technical query or need advice on a legislative issue please call:0870 909 6499 for Life or 0870 909 6477 for Pensions
This is voted for by the Specialist Support Manager, Supervisers and Team Leaders. It is awarded to the outstanding performance during the previous month. This could be excellent feedback from a Manager/Key Account, an ‘extra mile’
contribution to the team, or a further demonstration of sustained excellence. The winner each receives a bottle of wine and sees their name added to the roll of honour in the Department.
January 2008 Jennifer RileyFebruary 2008 Sophie TriffittMarch 2008 Alyson LawsonApril 2008 Francesca MoxonMay 2008 Jalpa BhattJune 2008 Zak FordJuly 2008 Christopher HopkinsAugust 2008 Sarah ElliottSeptember 2008 Emily ScottOctober 2008 Francesca MoxonNovember 2008 Jennifer RileyDecember 2008 Leon Camfield
January 2009 Rachel LockleyFebruary 2009 Holly SmithMarch 2009 James TurnerApril 2009 Francesca MoxonMay 2009 Stuart BakerJune 2009 Emily ScottJuly 2009 Rachel FirthAugust 2009 Sophie TriffittSeptember 2009 David WestOctober 2009 Alyson LawsonNovember 2009 James McVicarDecember 2009 Sarah Grice
January 2010 Rachel FirthFebruary 2010 Jenny RileyMarch 2010 Rachel LockleyApril 2010 Laura KedieMay 2010 James McVicarJune 2010 Sarah O’LearyJuly 2010 Laura HenryAugust 2010 Kathy EvansSeptember 2010 Holly Smith
Roll of Honour - SST Superstar of the month
This annual award is voted for by the 28 members of the team and recognises the individual who has contributed the most to the life of the team; in terms of positive approach to all they do, goodwill, setting the right example, helping others, being a role model, a pleasure to work
with and an ambassador for the team, as a whole.
2006 Christopher Hopkins2007 Emma Quinn2008 Daniel Dolby2009 Sophie Triffitt
This is awarded by Specialist Support to the manager who has been the most supportive, engaged and committed to help the team’s knowledge and understanding of the Intermediary
& Partnerships business.
2005 Steffan Kenward2006 Mark Hebberd
2007 Chris Newman and Mark Hebberd (Tied)2008 Steffan Kenward
2009 Austen Warne
Roll of Honour - SST Personality of the year
Roll of Honour - Manager of the year