In a key appointment to its Executive team, Terry Kelly has been promoted to Royal London 360°'s Director of Customer Operations from his previous role as Head of Customer Services.
In his new role, Terry will be responsible for redefining processes and structures to directly enhance customer experience within the company.
This includes overall responsibility for underwriting and investment dealing functions, as well as the customer services area, in order that procedures and structures across these customer-facing areas are streamlined to the overall benefit of new and existing policyholders.
Terry, who is Manx-born, will initially focus on managing a new Customer Thinking Initiative (CTI) as well as designing a strategic service model for the company’s offices in the Middle East, Far East and South Africa, which complement operations at its Isle of Man headquarters. A full review of the dealing platform processes and structures will also be a key focus during 2010.
Terry joined the company in 1999 as Investment Operations Manager, before being promoted to Customer Services Manager in 2003. Here he was responsible for managing a large customer service department, training staff to work according to financial regulations, overseeing reporting and control procedures, and helping to deliver the overall business strategy.
Prior to joining Royal London 360°, he was manager of the Investment Department at Sun Life Global Management Isle of Man, and worked in the accounts departments of both Praxis Fiduciaries (IOM) Ltd and Charles Cain & Co. His professional qualifications include the Isle of Man Company and Trust Certificate, membership of the Securities Institute, and both the Society of Trust and Estate Practitioners (STEP) Certificate and Diploma in Offshore Trust Management.
Terry commented, "I am delighted to have been appointed to the Executive team of Royal London 360° and to be given the opportunity to design and implement the company’s new Customer Thinking Initiative.
"Customer service is the key differentiator for clients choosing to do business with a company, particularly in life assurance where many of the core products are similar in their design. The Customer Thinking Initiative will underpin our customers’ experience which is fundamental to our business success, and will be a big challenge for us. I look forward to helping the company and its staff to be as successful as possible throughout 2010 and beyond."
Royal London 360° Chief Executive, David Kneeshaw, commented, "The appointment of Terry Kelly to the company’s Executive team will be key to ensuring that Royal London 360° continues to lead the way in delivering the very best in customer service, particularly as he drives improvements in investment dealing and underwriting areas. It is a fitting reward for his hard work and dedication since joining us.
"His experience, coupled with the high regard in which he is held by members of his team, make him an asset to the company."
