CURRICULUM VITAE Stephen Harris

A previous Customer Service Manager for Capita Life and Pensions with a track record of efficient service delivery, great staff & customer service satisfaction and winning national awards for the service provided by his management team and staff

Personal Details

Name Stephen Harris

Home Address PonderosaGreenwaysLambournBerkshireRG17 7LD

Contact Mobile 077 654 00 868E Mail sh21906@gmail.com

A little about me !

I enjoy spending time with my partner, friends and family and can think of nothing better than unwinding after a busy week with my favourite people over good food & good conversation.

I enjoy travel (both UK and overseas) and have had some of my best times meeting new people from different cultures, backgrounds and countries – I make sure I use my “non work time” to re-charge my batteries as well as to experience different things.

I enjoy keeping fit (visiting my local health club four or five times a week), run several miles a week and take care to keep healthy. I also like to spend time playing the piano, having learnt to ‘re-play’ in recent years and am a keen vegetable gardener.

I’ve a sharp sense of humour and operate at my best in a lively, fun working environment.

Development

I have completed a considerable amount of personal development throughout my career, both “at work” and personally, which has included:-

Covey’s 7 Habits Programme Myers Briggs Programmes (style assessed (and remains) as ENFJ) The Goal Best Year Yet programmes Various management programmes Active Operations Management (AOMi)

Education

June 1978 General Certificate of Education English Language0-Level English Literature

MathematicsPhysicsEconomic HistoryChemistryGeographyTechnical Drawing

Grades 1 – 8 Music Theory

June 1981 General Certificate of Education PhysicsA-Level Mathematics

Personal referees available on request

CURRICULUM VITAE Stephen Harris

Career History

January – May 2015

As part of a structural change at Capita Life and Pensions Limited I was able to work with my employer to leave on good terms at the end of 2014 and start a period of travel. I have just returned from travel in Australia, New Zealand and Asia and am now looking to return to work in the same or similar line of business either on a temporary, contract or permanent basis.

Capita Life and Pensions Limited

February 2006 – 31 December 2014

Customer Services Manager, New Business and Life & Pensions Servicing

Joined Capita as part of the biggest outsourcing deal in UK Financial Services, whereby 1,000 customer service staff transferred by TUPE arrangement from Zurich

Reported to the Managing Director (Capita Life & Pensions) and had management responsibility for c150 people, managing the New Business and Servicing areas of the account for approx 1.5 million customers of Zurich Financial Services

Responsible for 8 teams in the Swindon operation which included the front and back office functions for New Business and the back office functions for Servicing

Responsible for the Zurich Brand Customer Experience, including Treating Customers Fairly Accountable for the relationship management for these areas and was a member of the formal Service Delivery Committee Group Key achievements include:

Exceeded profit targetsAchievement of industry leading unit costs (externally benchmarked)Delivery of contractual service level targets, without any financial penaltiesAchievement of 5 star service levels for Zurich (based upon distributor and customer satisfaction survey results)Clean ‘bill of health’ for all risk and regulatory requirements and auditsAchievement of high performing staff satisfaction results (externally benchmarked) and external industry awardsDelivery of the transformation programme relating to the areas of responsibility, on time at the right cost!

Zurich Financial Services

I had various roles at Senior Management level, reporting to the Customer Services and Managing Director, leading a team of up to 12 Team Managers with responsibility for up to 175 staff. I worked closely with the Zurich IFA Sales team providing and managing customer services support in the key areas of commission payment, new business processing (including the management of the pipeline of business and the provision of new business illustrations) and the provision of service to the in-force book of business

During this time:-Teams and staff won national IFA 5 Star Service Awards for the Zurich brand each year I was nominated for and won an overseas convention in recognition as Top Performer.Delivered unit costs reductions, whilst improving service, with minimal investmentSuccessful transformation program of new products, new processes and new structures including the setting up of a new IFA facing support structure (Esprit)Top people satisfaction scores across the company Significantly improved customer satisfaction results above 96%

January 2005 – January 2006

Customer Services Manager, Servicing

June 2003 – December 2004

IFA Senior Distribution Support Manager

January 1999 – May 2003

IFA Senior Agent Support Manager

January 1997 – December 1998

IFA Senior New Business Support Manager

CURRICULUM VITAE Stephen Harris

Allied Dunbar Assurance / Hambro Life Assurance

I performed various roles in and around the London area (City and West End), providing sales support administration at management level, running the top performing IFA sales support branches. These roles also saw me return to the Swindon area where I became responsible for head office customer services support

During this time I won various awards including the Best Branch Team support title.

June 1995 – May 1997

IFA New Business and Servicing Manager (Swindon)

February 1991 – May 1995

IFA Branch Admin Manager, City & West End of London, Watford and Surbiton

July 1986 – January 1991

IFA Branch Superintendent / Manager London (West End and City)

July 1981 – June 1986

Administrator