Jonathan Lister is an experienced manager seeking an opportunity to add value to an established company. He has over 20 years of experience in insurance broking, underwriting, claims management, and quality assurance. Currently he is a Quality Assurance Team Leader at Towergate Insurance where he manages auditing, identifies errors, and ensures compliance. Previously he held roles such as Operational Trainer, Account Manager, and Claims Team Leader at various insurance companies. He has strong analytical, problem solving, and customer service skills.

1. Jonathan Lister
Flat 46 The Wentwood, 76 Newton Street, Manchester. M1 1EU
Telephone 07530 611218
Objective
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An experienced manager, seeking an opportunity to add value to an
established company.
Key Skills
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Proven analytical, decision making and financial problem solving skills
· Practical, pragmatic, calm and efficient
· Computer literate, good time manage me nt and organisation ability
· Hard working, resourceful, a team leader who is a team player
. Excellent understanding of document wording and application
Employment History
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January 2015 -to date Quality Assuran ce Team Leader -Towergate
Insuran ce Mancheste r TO
Managing the Quality Assurance Team business commitments; to assist
with call auditing of existing account executives, account handlers, new
sales recruits and customer service.
Identify E&O’s and advise of any potential ICOBs breaches.
Manage Appeals – review of grades for challenged feedback. Advise re
script usage, process & compliance.
MI analysis – compile data & statistics, collate spread sheets & trackers to
record process errors, track remediation and record trends for business
reports.
Ensure consistency of feedback grading.
Manage QA Team – set KPIs & complete staff reviews; monitor
attendance, absenteeism, training programme s and leave.
Ancillary support – assist PIPs and monitor training development
programme s.
Delivering feedback to handlers & team leaders re calls audited
Advise re script usage.
Creating spread sheets to record process errors, track remediation and
record traits in all grades.
Assist account handlers providing technical information: advice regarding
Data Protection application, retention process and rebrokes.
Work with New Business & schemes to assist process development and
best practice sales.
Assist QA team advising team colleagues re: product knowledge, process
enquiries and system navigation.
Work with training to develop product and process knowledge and ensure
a level strategy is delivered.
Jonathan Lister’ CV cont’d .2.

2. October 2014 Operational Trainer -Towergate Insuran ce
Mancheste r TO
(Internal transfer from CCV Cardiff Insurance Brokers)
Working with the Operational Training Team Leader to assist with training
of all sales staff, account handlers, account executives & new recruits.
Managing product & technical training material to ensure it all remains
current and compliant with current company standards, internal process &
FCA regulations.
Creating training presentations for product knowledge, system usage &
processes.
Process mapping new business, renewals, mid- term adjustments, lapses &
cancellation.
Creating transactions
Deliver training seminars through Academy Forums – to facilitate learning
and enhance knowledge/ clarify ‘handling’ processes.
Assist trainee staff providing technical information and supervision
July 05 – to date Culver Insuran ce Brokers – CCV Cardiff Insuran ce
Brokers (March 09 – September 2014) Account Manager, SME Team
Leader & Powerplace Champion Cardiff
Carry out client relationship manage me nt and administration of policies –
address any enquiries and investigate any complaints re service/ policy
cover.
Underwriting and broking all aspects of commercial, corporate, high
networth and aviation insurance policies -Experience includes: Property,
Health, Public Entities, Food and Beverage + Education, sectors.
Identifying and developing new business strategies + budgets.
Tendering new contracts, identify cover requirements.
Drafting client presentation packages for marketing to insurers
Assisting with formulation & creation of ‘new’ inhouse data system + code
entry.
To manage and develop staff members providing technical information
and supervision
(In Septembe r 08 Culver Insuran ce Brokers was acquired by CCV and in
Dec 08 the companies were merged under the umbrella
“Protectag ro u p” – this resulted in a change of office address and
internal structu re. Protectag ro u p has since been rebranded as CCV
Cardiff and is now rebranded as Towergate Insuran ce )
(Sept 06 – March 09 ) Claims Team Leader
Manage team whilst proactively dealing with claims – household, motor,
commercial, corporate, business interruption, schemes, public &
employers liability, personal injury and professional indemnity.
Manage & Investigate Claims - receive incident notification, confirm cover
and provide technical advice – establish ‘best procedure’ and ensure
realistic timescales for resolution within FSA guidelines.
Instruct insurers and correspond with any appointed parties (loss
adjusters/ engineers). Appoint representatives for clients, allocate
reserves and process interim payments.
Process all correspondence, review and advise, third party litigation
Initiate uninsured loss recovery on client’s behalf.

3. Ensure prompt settlement on ‘best terms’ for client/ advise on
representation where insurers refuse a claim or apply restrictive terms.
Compile claims experience reports and spreadsheets.
Jonathan Lister’ CV cont’d .3.
(July 05 – Sept 06) Account Manager
Broking personal lines, commercial and corporate, insurance policies.
Dealing with existing high profile clients, cross marketing and developing
new business.
Tendering new contracts.
Identifying client requirements, advising of ‘demands and needs’,
suggesting ‘policy cover’ solutions arranging competitive quotes and
credit agreements.
Carry out file audits for all departments to comply with FSA standards.
Draft template documents for company ‘standard letters’ and official
client correspondence.
Septembe r 04 – July 05 Senior Consultant - The Claims People Ltd
Bristol
Dealing with all aspects of allocated claims to include claims assessment
and processing, claims settlement, membership verification and
manage me nt of high value claims.
Ensure that the Claims Manager is fully briefed on issues that may impact
the delivery of the service. Maintain accurate records including statistical
information and, provide adequate documentation relating to the services
and products using their in-house package.
Decembe r 99 - April 04 Claims Manager - Cunningha m
Lindsey Cardiff
Claim advice, loss adjustment, handling and manage me nt; controlling the
cost of the claim whilst ensuring the benefits of the policy are delivered to
the insured without incurring additional expenditure for the client.
Diary manage me nt to ensure the effective handling of claims.
Completion, processing of site visit reports, settlement details and
payment requests.
Policy implementation and interpretation. Pro-active customer service.
The Charted Insurance Institute - Foundation Insurance Test, obtained
throughout course of employment
October 95 - 1999 Contra cts Manager - Project Advisory Technology
System Ltd
Client negotiation: the tendering of new contracts to supply employees.
Intermediate client communications, company representation - the
preparation of external correspondence. The registration of potential
employees’ CV input onto database

4. The profiling of suitable resumes to be presented for ‘scope of works’.
Determination of invoiced account settlement per completed workload.
Jonathan Lister’ CV cont’d .4
Experience
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• Account handling
• Statistic analysis and interpretation of data
• Client manage me nt – build and maintain good customer relations.
• Completion and presentation of reports.
• Contract negotiation.
• Working to targets + compliance to statutory regulations
• Implement and maintain procedures.
• Policy cover application.
• Resolve and finalise claims.
• Train system users – including: Powerplace, TCU online and
Towergate “Quote & Buy”
.
Education & Qualifications
1990 - 1995 University of the West of England
Law (LLB Hons) -2(1)
1977 - 1989 Balfour House Independent Grammar School
O’Level A’Level
Mathematics History
English Language Parliament &
Politics
English Literature Art
French English
Geography
History
Chemistry
Biology
Physics
Art
General Studies
Interests
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People, travel, personal development, sport and painting. I am interested
in the arts, general fitness, swimming and horse riding.