How did you get into insurance?
When I was in sixth form, we did a project with Royal Life (a previous incarnation of RSA) which resulted in me being asked to apply for a temporary summer role. Fast forward a year and I was asked to apply for a permanent role and I’ve been at RSA ever since! In that time I’ve worked in finance, HR and now Motability.
I’ve celebrated all of my major birthdays and life events during my career here!
Who would play you in a movie of your life?
I’m not sure which major mixed-race actress can deliver a convincingly strong Liverpudlian accent to match mine!
When are you at your happiest?
I'm at my happiest on days out with my children. I’m a working mum. I work full-time and I have eight-year-old girl/boy twins. I regularly plan surprise days out to create excitement and wonder for them. They tell me they’re having a great life so I must be doing something right!
What are you working on at the moment?
RSA Motability customers are either vulnerable or disabled persons themselves or friends or family. Right now I’m working on making insurance easier for our customers, and putting process changes in place to make work more enjoyable for the teams I lead.
We’re proud of our world-class customer service scores and we won’t maintain them if we don’t keep striving to improve.
What’s surprised you the most about working in the insurance industry?
How interesting insurance can be! I don’t think anyone ever grows up wanting to work in insurance, but we’re missing a trick and children need to be inspired by careers that aren’t as obvious as teachers, footballers, police etc.
People who work in insurance companies are there when customers need them most. That’s when I’m proud to say I work for RSA. We react to major events with great thought and a passion for our customers whilst making sure we also do our best to get the minor interactions right first time too.
What new skill would you most like to learn?
I’m a bit of a hobby baker. I love being creative making cupcakes or celebration cakes for family – I just wish I was better at it! I think I need to manage my own expectations: as long as my cakes taste nice and look pretty it’s ok, but I’m never going to be a professional!
What's your go-to dinner party recipe?
I’m a bit of a whizz with a wok! My grandfather came to the UK from Shanghai in China so it’s in my genes. My friends and family always enjoy a Chinese banquet and I’m a feeder, so I always enjoy hosting get-togethers and cooking up a storm.
What change would you like to see at RSA in the next 3 years
I’d like to see RSA become a market-leading household name known for outstanding customer service that people are lining up to work for.
How is insurance making the world a better place?
Insurance is exciting right now!
We’re getting better at knowing what our customers want before they ask for it and responding to changing technology in homes, cars and even pets!
Dashcams are changing witness statements, telematics boxes in cars are reducing premiums for good drivers, and cars could soon be calling us automatically from accident sites to register claims.
You won an award recently? Tell us about that!
Yes! I recently won an award for Diversity and Inclusion in Insurance. It was an honour to be named a finalist. There were so many people in my category, I honestly didn’t think I’d win. It was a fantastic surprise.
While it’s great for me to be recognised as a winner, this is a massive win for RSA. My hopes are that we can use this a platform to go above and beyond on employee wellbeing, showing our industry, customers and potential customers that we take positive mental health seriously and that its part of our DNA.
What would you say to someone considering insurance as a career?
You won’t regret it! There are so many facets to a career in insurance.
You could be an underwriter setting policy rules, an accountant working on company finances, a contact centre advisor supporting customers or a claims handler at the front-line in a customer’s hour of need. Everyone’s path is different.
What are you currently binge-watching/listening/reading?
I’ve just finished binge watching Line of Duty and Killing Eve which were amazing.
I’m also a die-hard fan of Shonda Rhimes’ US dramas like Grey’s Anatomy, How To Get Away With Murder and Scandal. Maybe Shonda could write and produce the movie of my life?
When was the last time you laughed?
I’m lucky to be surrounded by seriously funny people! There’s laughter most days working closely with quick witted colleagues. We work hard but we enjoy working with each other and making each other laugh during the day.
What would your role be after the apocalypse? (I’m manning the cider press)
I’ll be the rational thinker. I tend to keep a level head in most crises, but I’d also be there to listen if anyone needed me with hugs available on demand!