Introducing

Kate Lavender

Born In Brighton

Became Nomadic - aged 6 weeks

9 schools

4 countries

3 Languages!

Became hugely resilient

University of Life

Aged 21: 1st Management Role

OR Diploma in Management

AirMiles - my MBA

Finding What I love

Solving big problems

Juggling lots of practical stuff

leading teams

Inspiring people to do more than they thought they could

Hard Knock Cafe - CSD at AXA PPP - a Real Chaos to

calm story

3 years hard work gave me a fantastic team and the odd deliverable:

Worked with key clients to regain their confidence in PPP’s ability to delivery top quality service whilst rebuilding the operational platform

Established an in-house/offshore claims processing unit in Bangalore providing a top quality, sophisticated claims function which resulted in a significant increase in capacity for the UK operation to serve customers

Reengineered the claims operation process and reduced claims costs by 10% YOY (saving £65 million)

Designed and implemented a completely new organisation structure that incorporated multi-skilling, coaching, experts, rewards, bonus and the definition of new management roles

So what did I take from that?

i get things done

I build new operations that deliver what the customer wants

I ensure people are in the roles that

best suit their strengths and so fly!

I make those tough decisions

building a portfolio

Short Interlude: the house in France

Then the boys arrived

And since then

Transformed failing operations into market leading ones

Designed service propositions to meet the new world and it’s challenges

redesigned organisations from top to toe (including roles, reporting, performance Mgmt, reward etc)

Implemented values/principle based cultural & process change

Mentoring

Business owners through the transition from managing to leading

Young managers through the transition to leadership

HOW?

By getting a clear picture of success and mandate from the Board.

By clarifying what had worked best in the company and showing respect for its heritage.

By giving people the confidence to suceed I energise them into action

By connecting the new approach to the existing company by creating some kind of ‘corridor’ – but developing the new approach separately.

By building the new department, delivering great customer service and showing bottom-line results.

By handing-over the department to people whom I coached to run it successfully.

Some of my clients