Daniel Thomas

Key Responsibilities • Support the Director of Strategic Partnerships with the development of Friends Life Intermediary and Customer proposition strategy in response to the Budget changes announced in March 2014. • Lead the design and development of an Intermediary database and management information requirements to support a new wealth management sales force. • Support Head of Sales with the implementation of a new sales team operating model and customer journey framework. • Effectively manage intermediary, customer, product and funds data including collection, quality, storage and integration, ensuring that all business management and performance systems are utilised to drive business performance. • Lead the development of a distributor segmentation model that identifies key segments, based on back-book exposure and external new business writers, with an aligned engagement strategy for each segment. • Development of Friends Life relationships with target UK clearing banks and Strategic Partners. • Lead the process for identifying potential cross-market proposition opportunities with Group wide Key Accounts. Markets include: Wealth, Corporate Benefits, Protection and Group Risk. • Development of cross distribution channel Key Account management strategy. • Key member of the Friends Life Distribution Monitoring Committee. • Maintain and monitor an effective control environment that is compliant with all regulation and relevant Friends Life control standards.

Key Responsibilities • Lead and champion the development and implementation of the Heritage Division customer and distribution strategy. • Influence, at a senior level, to effect fundamental changes in the way that distributors and customers are managed. • Create more value for Friends Life by improving customer ownership and retention across key distribution partners and most valuable customer segments. • Utilise Insight and Voice to drive tactical activity to improve customer experience and satisfaction. • Production of call scripts, processes, sales aids and customer journey to positively impact customer outcomes and satisfaction. • Lead the process that takes feedback from senior stakeholders in order to agree a framework for measuring the effectiveness of retention campaigns on persistency for key product lines, renewal commission capture and account management. • Own the presentation and fulfilment of the customer experience strategy, by managing and executing communications and campaign activity to target customers. • Drive the communication plan to keep Sales Leadership management and other key stakeholders informed and energised on progress towards CVM retention targets. • Design and develop the end to end customer journey for a new web-based advice and guidance proposition, ensuring key metrics are in place to allow accurate and timely reporting of customer experience. • Design, develop, and manage the implementation of business monitoring tools that enable target distributors and customers to be identified and managed on an ongoing basis ensuring targets are met, return on investment goals are achieved, variances to plans are identified and recommendations can be made to rectify issues. • Identify, recommend and gain Board approval for target accounts and customers who will take part in the direct mail retention campaigns. • Develop annual business plans for the area, feeding into overall CVM/UK Heritage strategy and operational plans.

* Managed a portfolio consisting of GBP Credit and Debit cards, USD and Euro charge cards, multi-currency mortgages and personal loans. * Continually improved the HSBC lending proposition through innovations that centred on packaging, bundling and pricing. * Developed and implemented a product management strategy for the Bank’s lending product range, resulting in an increase in yearly sales. * Project managed the development and launch of co-branded HSBC/American Express International Currency US dollar and Euro Charge Cards, an industry first. * Developed, from concept to launch, a foreign currency mortgage product available in six currencies. * Implemented a packaged personal loan proposition clearly defining pricing and borrowing levels.