1. glennoliver@btinternet.com | Page1 of 1
Relevant skills and principal achievements
Company documents and publications
 East Region Claims Compliance Pack (a comprehensive manual for claims handlers covering all aspects of
regulation and company policy) – author
 Financial Services Authority Prudential Source Book Claims Handling Manual (an intranet resource which
mapped the end to end claims process, an FSA requirement) – author
 General Insurance Standards Council Personal Development Portfolio (a tool for assessing and recording
technical and soft skills development, a GISC requirement) – author
 Reserving Philosophy (a leaflet describing the what, why and how of estimating claims costs) – author
 Technical tests for recruitment purposes, from junior to senior roles – author
 Regional Senior Technicians’ Best Practice Guide (a publication containing advice and guidance for those
new to the role) – contributor
 Leakage audit review (a working party for revising and refining the claims handling audit criteria and process)
– contributor
 ProGuide – a process mapping application for property claims handlers (a central source for all process
information) – contributor
Key projects
 Reward Project (a team set up to analyse job roles across all disciplines and create a new ‘job family’)
 General Insurance BACS (process mapping to replace claim payments by cheque with electronic transfer)
 Property Process Owner Group (a committee responsible for claims handling process improvement)
 Counter-fraud policy review (to improve fraud identification and design a more effective validation process)
 Senior Claims Handler behavioural development (to better align handler duties and performance across
regional offices)
Other activities
 Professional Competencies Champion (advocate of a technical training application for claims staff)
 Advisor to Customer Relationship Team on complaint handling / Treating Customers Fairly (TCF)
Education and professional development
The Chartered Insurance Institute
Certificate of Insurance Practice (CIP)
Associate of the Chartered Insurance Institute (ACII)
Awarded ‘Chartered Insurer’ status
The Institute of Leadership and Management
Level 3 Certificate in First Line Management
The British Computer Society
Certificate in Information Technology for Insurance
Professionals (CITIP)
Eaton (City of Norwich) School
7 GCE ‘O’ Levels at grades A and B, including
Mathematics and English
Training and development courses attended (last 5 years)
The Science of Subsidence, Legal Entity and Product Liability, Winning Performance Culture (Lane 4 Management
Consultancy), Building Resilience and Managing Change, Data Protection Principles, Financial Crime Awareness,
Negotiation Skills, Counter-Fraud Techniques, Performance and Motivation Masterclass (K2 Performance Systems
Ltd) plus numerous Chartered Insurance Institute lectures and events for Continuing Professional Development (CPD)
Interests
Science and technology, philosophy, photography, cycling and music of many genres.
Literate in Microsoft Office Word, Excel and PowerPoint
Clean UK driving licence
References available upon request