Anthony John Spary

Dealing with a variety of high profile commercial clients I have quickly established myself as a very capable and knowledgeable real estate broker in Dubai. I currently specialise in Sheikh Zayed Road, Downtown, DIFC and Business Bay and have placed many corporate clients in these locations in a very short period of time.
With 8 years experience within the commercial sphere I have found that I have been able to easily adapt to the corporate world in Dubai and have been able to bring with me a wealth of transferrable skills from previous roles.

This role consisted of two main responsibilities, the first being Project Management where I was responsible for supporting the Claims Operating plan by leading and supporting high profile projects within Ageas Claims and also Tesco Underwriting Claims.

Project 1 - Setup and design a process out to outsource FNOL claims for a high profile Brokers to a third party. This involved co-ordinating with a new partner and outlining and agreeing a new process in order for both firms to interact and work collaboratively whilst still adopting their own operating models. This was delivered within 2 months and contributed to a an increase of £500, 000 GWP

Project 2 - Trial and introduce a new subrogation tool from a third party supplier. Starting a new relationship with a supplier based on market ‘noise’ and trial their new web based portal with a view to implement as BAU should the analysis prove positive. This was carried out over a period of 3 months and has since been introduced to all areas in Motor Claims. Involving IT, Underwriting, Risk, Engineers this helped the business realise efficiency and indemnity savings of approximately £250, 000 a year.

Project 3 - Introduce a Non GTA Hire portal/process with a new third party supplier in order to tackle credit hire fraud within the company. Building new relationships with a new company and writing a process for operational teams to follow for all new recorded cases. PI and Fraud heavily involved. Estimated annual savings of £1.3m a year. A figure which was starting to be realised as I left the company. Trial ongoing.

Project 4 - Conduct the first legal panel review the company has held for Motor Claims. Managing the relationship with all 13 law firms nationwide on the panel and outlining the process and tender process for each firm. Ensuring the relevant MI was collated and received on time, timely analysis of the data internally and the resulting communication to all firms on outcome and new panel structure. Estimated savings of £2m as a result of improved performance and better indemnity spend.

The second element was to design, implement and lead a Change Management process within Ageas Claims to achieve IT enhancements including the design, development and implementation of new practices and procedures. I managed a team of 7 business analysts, all working on a variety of change requests and projects for UK Claims.

Key Achievements
The implementation of a new Change Management process and having the autonomy to own/lead this process throughout UK Claims. The change management process realised annual savings of £2m. I have already been able to evidence improvements in quality of work implemented, scheduling, planning and turnaround times to implement Change Requests. Relationships between IT and Operations have vastly improved and all departments have bought into my new process increasing efficiency and trust.

In this role I was a Project Manager within Zurich Corporate Savings, and as such was responsible for the operational management of local and regional projects and ensuring that the overall project objectives were clearly defined and met.
This required me to keep tight control of cost estimates, as well as all the financial aspects of the project, including managing of project budget and forecasting and reporting expenditures.

Project 1 - Responsible for tendering, forecasting, planning and implementing a new outsourced call centre to deal with increased calls into the corporate pensions department as result of Auto Enrolment, new government legislation. I managed a change budget of £300, 000 and dealt with serious time constraints due to legislation.
I was responsible for outlining the outsourced contract, the recruitment of staff, IT build, communication setup, maintaining project plans, risk/issue/action logs, resource forecasts, training packs, and engaging a large variety of Internal and External stakeholders. This project was delivered on time and under budget netting a total saving of £265, 000 to the business.

Project 2 - Process improvement of moving from paper to online quality control checklists. Involving numerous stakeholders, a timing exercise was required to establish ‘as is’ situation in order to track the ‘to be’ outcome.
Voice of the customer carried out in order to understand demand and possible improvements. Subsequent work with IT required in order to provide an online function.
Project delivered on time and per business case. Total saving of £87, 000 to the business.

Project 3 - Re-structure of quality checking process. Mainly internal stakeholders involved. Working closely with Internal Audit, Fraud, Risk and Quality Governance, a new quality process was introduced. Total saving of £58, 000 to the business.

Key Achievements

Account Management - Responsible for presenting the implementation plan to prospective clients at tender stage to advise them of our implementation structure and how their scheme would be handled once they had decided to move their plan to ZCS. Following the success of the tender process I would then be responsible for the onboarding project for this scheme.

Change Management - Owning the internal Change Management process within ZCS. Prioritising and assigning relevant resource within the team to ensure business and contractual targets were achieved. This involved constant interaction with IT, Internal and External stakeholders throughout the lifecycle of each change, using Lean methodology throughout.

• November 2010 to April 2012 Zurich UKGI - Operations

Business Performance Analyst
My role was to provide resource models for many areas of the business within both Personal Lines and Commercial Broker. I would also provide business insight and present process improvement ideas to senior management based on MI analysis and KPI performance. A wide and varied role which included the following:
• Creating & analyzing business performance metrics
• Resource modelling
• Business insight
• Project delivery
• MI reporting
• Stakeholder management

Key Achievements
Key successes include leading a project which successfully amalgamated two departments which were formerly separate entities. To achieve this I had to provide extensive trend analysis and work closely with the Line Managers of both areas to ensure our forecasts and assumptions were as accurate as possible. This increased productivity within the department and also created a FTE saving of approximately 25 staff members.
I was also a member of the 2011/2012 UKGI Talent Pool and was heavily involved in a business change project which I had to lead and see through to completion.

• November 2008-November 2010 Zurich UKGI - Operations

Process Performance Analyst
My role was to manage local resource for 600 members of staff across the Customer Operations departments in Cardiff, Fareham and India. This role included the following:
• Rota management and shift optimization
• Resource modelling
• Call routing and real time monitoring
• Daily/Weekly/Monthly performance reporting

• July 2007-November 2008 Zurich UKGI - Claims

Property Claims Consultant
The roles main function was to deal with property insurance claims and support the business objectives of the company whilst increasing productivity. I was responsible for helping to maintain a customer-focused culture and expected to maintain the strictest levels of confidentiality at all times when dealing with client issues.

• Setting up new claims
• Maintain file ownership and end to end customer journey
• Technical support to team members
• Supplier stakeholder management

• April 2006-July 2007 HBOS PLC - Credit Cards

Retention Advisor
Experience of working in a team and interacting with the general public. This role enabled me to develop a friendly, helpful, approachable demeanour, both on the telephone and when face to face with clients and the public.