Royal & SunAlliance (R&SA) has announced a further re-organisation of its UK business.
The changes will structure the business around three customer groups – broker, retail and affinity. It will also see the creation of a new operations function.
These changes will result in the creation of two new roles on the UK executive team: a chief operations officer (COO) and managing director of affinity.
Adrian Brown, currently managing director retail, will take the role of chief operations officer. Julie Hopes will be promoted from her current role as claims operations director to managing director of affinity. Both appointments are with immediate effect.
R&SA said the changes marked the next stage in the insurer's “strategic drive to become more customer focused” and build on the re-organisation of its broker division earlier this year.
The UK business is now structured around three distinct customer groups, each headed by a dedicated managing director.
· Broker: Brendan McManus, managing director broker, is responsible for all R&SA commercial and personal business transacted via insurance brokers.
· Retail: Mike Holliday-Williams, acting managing director retail, is responsible for all direct personal and small commercial business transacted under the MORE TH>N and MORE TH>N Business brands.
· Affinity: Julie Hopes, managing director affinity is responsible for all business transacted via corporate partners or with affinity groups.
The operations function will create a single operations hub for all claims, retail and affinity business, enabling R&SA “to benefit from economies of scale and create a centre of excellence for operations”.
“A key focus for this area will be to constantly improve the levels of service we provide our business partners and customers. The chief operations officer will also work closely with broker on how operations strategy is implemented right across the business,” the company said in a statement.
Bridget McIntyre, Royal & SunAlliance UK chief executive, said: “This is an important step in our strategic journey to become the best insurance provider in terms of customer service and expertise. By re-aligning our business around our three customer groups, and creating an increased emphasis on delivering outstanding service through the new operations function, I believe we will drive a customer focus across all parts of the organisation.”
Rod Kitchen, currently UK claims director, has announced his intention to retire in 2007 after 39 years with the group. Between now and his retirement Kitchen will be working for R&SA's Scandinavian operation, helping them develop excellence in Underwriting and Claims.
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