Specialist Support

Above and Beyond

Welcome to our team, it is now five and a half years since the first people were recruited to

the then brand new Specialist Support Team, in York. Over that time, the team has grown in both size and stature. Indeed, it is now regarded as an integral part of Aviva UK Life’s Intermediary & Partnerships business.

Last year, Specialist Support needed to respond nimbly to the outcomes of the Intermediary, Partnerships, Specialist Sales, the Stevenage office and Centralisation reviews. Moreover, at the start of 2010 the Intermediary changes have again required the team to adapt itself to the changing structures, reporting lines and priorities of the business.

As a result, from 1st March 2010, Specialist Support’s alignment became sharper, more focused and better aligned to specific areas of I&P. This has become further tightened from 1st September.

There are now separate Partnerships Introducer and Partnerships Relationships teams, People Communications, Intermediary Key Accounts and a new combined Intermediary & Specialist Sales support teams.

This approach has a well defined objective, to encourage, richer, deeper support, where efficiency and consistency of approach become the norm. Team members are increasingly becoming integral to the Manager groups as we all strive to achieve the value and volume targets for the business overall.

The Communications team continues to go from strength to strength, with Aviva World, the Financial Adviser Academy, Director of both Intermediary & Partnerships teleconference co-ordination, GDISTCO, the Business Transition Programme, and the separate Intermediary and Partnerships Monthly Bulletins being among the core priorities and key successes.

During 2010, 11 team members have either moved on to more senior roles within Aviva or left the Company. This, in a team of 25 has brought change and new blood in to the team which has been invigorating for all, as 5 existing team members have earned promotions within Specialist Support during the last 2 months. James McVicar and Kerry Probert have become Consultants, within the People Communications team, Laura Kedie has taken over as Team Leader (Partnerships Introducer), Holly Smith has moved up to become Team Leader for Intermediary Key Accounts and Sophie Triffitt has become Specialist Support Superviser for Partnerships overall.

The Specialist Support team brand is a strong one. It has been hugely encouraging to see increased faith, trust and responsibility being placed in the hands of this highly talented team. The team’s focus is clear, it will continue to strive to add value to the Distribution business, enable Managers to manage and always go “above and beyond” in all that it undertakes with unquenchable zeal.

Richard DaftSpecialist Support ManagerOctober 2010

Richard Daft

Sarah Elliott Francesca Moxon Sophie Triffitt

Robert Fitzgerald Laura KedieKerry Probert

James McVIcar

Holly Smith

Sarah Grice

Daniel Dolby

Charlotte Harding

Laura Henry

Aly Lawson Jenny Riley

Gemma Smith

Rachel Firth

Kathy Evans

Christopher Day

Kevin Tate

Sarah O’Leary

Ruth McMonagle

Cherlaine Wright Becky Jones

Emily HillMadeleine Joe

Our Team

What we do Operational Support• Recruitment support• Partnerships Consultants examination support• Literature requests• T&C support • Capability and disciplinary support• Literature ordering system and update communications

(Partnerships)• Whereabouts management• Proactive mailbox ownership, management and follow through• End to end Expense management (Heads of)

Compliance Audit Support • Expense logging to RACE• All indirect benefits logging on RACE• Implementation of new procedures• Compliance logs and reporting• Complaint handling, formal logging, escalation and resolution

Channel support• Proactive proposal of more streamlined sales processes• Advisers/Partnerships Forum-organisation, delivery and

attendance• Special deal requesting, recording and tracking• Large case recording and tracking• Panel surveys• Intelligence gathering for Marketing

Agency• APE / credit chasing• Agency issues resolution• APE/ Credit reconciliation • Commission issues resolution

Information Cascade• Communications to Key Accounts• Incoming communications from Accounts, regions and 3rd parties• Micro site content preparation • Briefs/SOAPs for Directors• Article sourcing for Key Account publications• Bonus communications (Partnerships)

Key Account Manager (& Key Accounts) Support• Attendance at and active participation in manager/Account meetings • Attendance on behalf of Managers at internal and external meetings• Campaign support• Liaison point with other business areas for managers( Marketing, Agency &

Commission, Compliance, Events, Finance, Risk & Governance)• Key contact point re Service issues• Relationship management between COOT and Key Accounts• Joint Business Plan/Account Plan/Marketing Plans support• First line contact with Accounts/3rd parties/external suppliers• Proactive escalation of issues with other business areas• Managing budgets/cost centre/FMI (inc expense reports analysis and query

raising)• Regular Manager/Manager Group teleconference co-ordination• Proactive training re new processes (e.g. FMI)• Active Project work on behalf of Intermediary & Specialist Sales/Key Account

Managers (e.g. Re-brand and Financial Adviser Academy, Barclays commission suppressions, IFA Value, Marketing campaign tracking-POFS)

• Presentation preparation and collation

MI Provision• Internal and external MI accessing, analysis, utilisation and report production• Tracker reports• Weekly and monthly MI reporting• Commission rate related MI and tracking• Pivot table maintenance and interpretation

Events support• Corporate events support, representation and participation• Pen profiles for corporate events and central library retention• Event attendee organisation• Co-ordination of event feedback• Conference preparation, support ,attendance and participation• Seminars and road shows support and attendance

Management Support

Sarah Elliott (Team Superviser - Intermediary) supports Chris West (Head of Sales – London and South East) & Jonathan Watts (Key Account Manager - Bancassurance)

Sophie Triffitt (Team Superviser - Partnerships) supports Crawford Murray (Head of Business Development)

& Graham Burns (Key Account Manager - Bancassurance)

Chris WestCrawford Murray

Jonathan WattsGraham Burns

Intermediary Key Accounts

Holly Smith (Team Leader) supports Andy Beswick (Head of Key Account Management) –until 1 November when Holly goes on Maternity leave.

Laura Henry supports John Wardle & Angela Robertson (Key Account Managers) – until 1 November after which Laura will support Andy Beswick (Head of Key Account Management) and becomes Acting Team Leader.

Sarah Grice supports Mark Hebberd & Caroline Lapsley (Key Account Managers)

Charlotte Harding supports Paul Grinbergs & Helen Pickup (Key Account Managers)

Cherlaine Wright supports Mike Balzan & Steffan Kenward (Key Account Managers)

Madeleine Joe supports John Wardle & Angela Robertson (Key Account Managers) –from 1 November.

Intermediary Key Accounts

Mark Hebberd

Helen Pickup

Angela Robertson

Mike Balzan

Steffan Kenward

John Wardle

Caroline Lapsley

Paul Grinbergs

Andy Beswick

People Communications

Francesca Moxon (Team Superviser)

Kerry Probert

James McVicar

What we do

• Intermediary & Partnerships Aviva World sites• Intermediary & Partnerships Monthly Bulletin production• Intermediary & Partnership monthly Director of telecon

organisation• GDISTCO mailbox ownership, including the “Weekly Round-up”• External Intermediary Key Account Updates• Financial Adviser Academy co-ordination• Business Transition Programme co-ordination• Distribution list management for Intermediary• Recognition - Intermediary long service awards organisation &

Spotlight usage tracking• Distribution Incentive updates• Intermediary Head of Conferences and Away days co-ordination• Distribution Change initiatives co-ordination, e.g. new BlackBerry &

laptop communication and organisation• Intermediary Remuneration strategy support• Concep email distribution list maintenance and query resolution• Provision of management insight using communications plans &

trackers • Liaison with stakeholders in Marketing, Communications &

Distribution• Head of and business partner communication support• Specialist Support Team Guide

Intermediary & Specialist Sales

Daniel Dolby (Team Leader) supports Mark Crow (Head of Sales: Midlands) & Ben Cook (Senior Technical Investment Solutions Manager)

Aly Lawson supports Emma Thompson (Head of I&P Channel Development), Dave Jones (Senior

Pensions Development Manager), Nicola Aldgate (Senior Sales Support Manager – Advisers Connect), Claire Brown (Senior At Retirement Solutions Manager) & Mark Sinclair, Stuart Tate (At Retirement Solutions Managers)

Sarah O’Leary supports Andy Kelly (Senior Distribution Development Managers), Andy Smithers(Senior Platform Delivery Manager), Marion Davis ( Senior E-Business Development Manager), Tim Walton(E-Business Development Manager), Colin Watling (E-Business Development Manager) Gareth Hughes(Senior Financial Planning Manager) & Sandra Scott, Susan Haughton (Financial Planning Managers)

Ruth McMonagle supports Tony Warwick (Head of Sales) & Paul Burton, David Robinson, John Braybrook, Martin Green, Stuart Murray, Mike Harrowven (Technical Investment Solutions Managers)

Becky Jones supports Paula Jones (Senior Protection Solutions Manager) &Paula Weddell, Neil Carroll (Protection Solutions Managers) & Pete Sears, Jayne Illston, Debbie Haworth (Senior Sales

Support Managers) & Andy Fear (Senior Employer Solutions Manager)

Emily Hill supports David Hall (Distribution Technology Manager) & Glyn Williams, David Roberts (Distributor E-Propositions Manager) & Jerry Quince, Declan Harrington, Ivan Robinson, Vanessa Rayne (Platform Delivery Consultants)

Intermediary & Specialist Sales

Paula Weddell

Emma Thompson

David Hall

Mark Crow

Nicola Aldgate

Stuart Tate

Tony Warwick

Paula JonesClaire Brown

Jayne Illston

Neil Carroll

Pete Sears

Marion Davis

Tim Walton

David RobertsGlyn Williams

Debbie Haworth

Intermediary & Specialist Sales

Gareth Hughes

Andy Smithers

Paul Burton

Sandra Scott

Mike Harrowven

David Jones

Ben Cook

Jerry QuinceAndy KellyVanessa Rayne

Declan Harrington

Stuart MurrayMartin Green

Ivan Robinson

Andy Fear

John Braybrook

David Robinson

Susan Houghton

Colin Watling

Partnerships - Relationships

Robert Fitzgerald (Team Leader) supports Kathryn Stringer (Head of Sales – Relationships) & Alastair McNaughton(Business Development Manager)

Jenny Riley supports Neil Skinner (Key Account Manager) &

Shaun Middleton (Key Account Manager)

Gemma Smith Supports Austen Warne (Key Account Manager),

Michelle Biesty, Mark Preston, Martin Jones, Martin Clarke & Caroline Hayward (Regional Performance Managers)

Partnerships - Relationships

Shaun Middleton

Alastair McNaughton

Austen Warne

Martin Clarke

Martin Jones

Mark Preston

Kathryn Stringer

Neil Skinner

Partnerships - Introducer

Laura Kedie (Team Leader) supports Sarah Phillips (Head of Sales – Introducer)

Rachel Firth supports Paul Dreze (Key Account Manager), Steven Clivery (Key Account Manager) &

Ian Baker (Divisional Sales Manager)

Chris Day supports Mike Henry (Divisional Sales Manager) & Jason McGeough (Performance Development Manager)

Kathy Evans supports Alison Heaven, Richard Watson, John Quinn, Nick Clemons, Richard Ollive (Regional Sales Managers), Leigh Hemmings (Retail Divisional Sales Manager – North East) &Nick Birdseye (Retail Divisional Sales Manager – South and West)

Kevin Tate supports Alex McFarlane, Jim Taggart, Adam Letts, Dean Woolf, Nikki Carr,

John Nutting & Paddy Sault (Regional Sales Managers)

Partnerships - Introducer

Ian Baker

Paul DrezeSteven Clivery

Jim Taggart

Richard Ollive

Nick Clemons

Richard Watson

Leigh Hemmings

Nick Birdseye

Alison Heaven

Sarah Phillips

Jason McGeough

Dean Woolf

Alex McFarlane

Nick Clemons

John Quinn

Adam Letts

Paddy Sault

John Nutting

Nikki Carr

Contacts and Roll of Honour

Team Mobile 07800 696305

Team Fax 01904 684443

Contact usRichard Daft 01904 684256, 07800 697347

Chris Day 01904 686849

Daniel Dolby 01904 684293

Sarah Elliott 01904 684308

Kathy Evans 01904 684336

Rachel Firth 01904 684285

Robert Fitzgerald 01904 684297

Sarah Grice 01904 684305

Charlotte Harding 01904 684319

Laura Henry 01904 686850

Emily Hill 01904 684266

Madeleine Joe 01904 684307

Becky Jones 01904 684299

Laura Kedie 01904 684304

Aly Lawson 01904 684340

Sarah O’Leary 01904 684320

Ruth McMonagle 01904 686838

James McVicar 01904 684902

Francesca Moxon 01904 684311

Kerry Probert 01904 684291

Jenny Riley 01904 684325

Gemma Smith 01904 684334

Holly Smith 01904 684307

Kevin Tate 01904 684337

Sophie Triffitt 01904 684292

Cherlaine Wright 01904 686852

Managers

Nicola Aldgate 07800 695323

Ian Baker 07776 467960

Mike Balzan 07800 696811

Andy Beswick 07800 696813

Michelle Biesty 07800 695200

Martin Clarke 07800 695422

Nick Birdseye 07800 695736

John Braybrook 07800 691 573

Graham Burns 07740096650

Neil Carroll 07800 691929

Claire Brown 07800 693394

Paul Burton 07800 691662

Nicola Carr 07800 695766

Claire Chadwick 07800 696881

Nick Clemons 07800 696095

Steven Clivery 07800 696659

Ben Cook 07800 695588

Mark Crow 07800 696470

Susan Haughton 077908 54245

Marion Davis 07800 695770

Andy Fear 07800 695551

Caroline Hayward 07800 695754

Alison Heaven 07800 693746

Paul Dreze 07800 697996

Debbie Haworth 07800 695166

Gareth Hughes 07800 697703

Jayne Illston 07800 695208

Martin Green 07800 697731

Paul Grinbergs 07800 697894

Dave Hall 07800 699890

Declan Harrington 07767703956

Mike Henry 07800 691326

Mike Harrowven 07800 697294

Mark Hebberd 07800 696708

Leigh Hemmings 07800 692328

ManagersDavid Jones 07800 696758

Martin Jones 07800 697056

John Nutting 07800 693134

Paula Jones 07800 697645

Andrew Kelly 07725 372643

Steffan Kenward 07800 696817

Caroline Lapsley 07800 697621

Adam Letts 07800 696572

Mark Preston 07800 695185

Crawford Murray 07800 656959

David Roberts 07800 696975

Alex McFarlane 07800 696972

Jason McGeough 07800 695250

Alastair McNaughton 07800 697471

Shaun Middleton 07800 696506

Stuart Murray 07800 696780

Richard Ollive 07854 092602

Sarah Phillips 07800 696921

Helen Pickup 07800 697598

Jerry Quince 07800 691598

Vanessa Rayne 07800 692473

John Quinn 07800 697492

Angela Robertson 07800 696802

Kathryn Stringer 07800 606494

David Robinson 07800 697775

Pete Sears 07800 697844

Jonathan Watts 07800 696748

Mark Sinclair 07800 690771

Stuart Tate 07800 695361

Emma Thompson 07800 693483

Ivan Robinson 07800 692476

Paddy Sault 07800 699951

Sandra Scott 07800 696564

Dean Woolf 07800 695084

Neil Skinner 07887 695386

Andy Smithers 07800 695590

Jim Taggart 07800 697044

Tim Walton 07800 697612

John Wardle 07800 695537

Austen Warne 07800 697504

Tony Warwick 07800 695106

Richard Watson 07800 696402

Paula Weddell 07800 695752

Chris West 07800 693590

Glyn Williams 07800 696286

Key Contacts

ITUK Life Service Desk 0808 101 0010

MeetingsBanks Sadler 0844 499 0400Facilities Helpdesk (London) 0207 662 2444Dixon House Room Bookings 0207 662 7878Fenchurch Street Reception 0207 157 2249Poultry (Morley)St Helens 23rd Floor (Meetings) 0207 662 2945

TravelPortman Travel 0870 444 8425National Rail Enquiries 0845 748 4950

TelephonyCable & Wireless (Telecom bookings) 0500 500 300Cable & Wireless (Telephony Equipment) 0500 477 400Orange Customer Services 07973 100 158Orange Technical Support 0800 079 0038UKGITEL 01603 841198

Products/A&C/New Business QueriesInvestments 0845 9000 810Protection 0845 9000 813Protection Underwriting Enquiries 01438 732708Individual Pensions 0845 9000 815Group Personal Pensions 0845 9000 817Annuities 0845 300 1200Agency 0845 9000 819E-commerce 0845 309 3999Healthcare 0845 300 0649Aviva Equity Release 0845 3020 111Aviva International 0845 300 2114Aviva Investment Funds 0845 607 2439

Assistance with more technical queriesIf you have a more technical query or need advice on a legislative issue please call:0870 909 6499 for Life or 0870 909 6477 for Pensions

This is voted for by the Specialist Support Manager, Supervisers and Team Leaders. It is awarded to the outstanding performance during the previous month. This could be excellent feedback from a Manager/Key Account, an ‘extra mile’

contribution to the team, or a further demonstration of sustained excellence. The winner each receives a bottle of wine and sees their name added to the roll of honour in the Department.

January 2008 Jennifer RileyFebruary 2008 Sophie TriffittMarch 2008 Alyson LawsonApril 2008 Francesca MoxonMay 2008 Jalpa BhattJune 2008 Zak FordJuly 2008 Christopher HopkinsAugust 2008 Sarah ElliottSeptember 2008 Emily ScottOctober 2008 Francesca MoxonNovember 2008 Jennifer RileyDecember 2008 Leon Camfield

January 2009 Rachel LockleyFebruary 2009 Holly SmithMarch 2009 James TurnerApril 2009 Francesca MoxonMay 2009 Stuart BakerJune 2009 Emily ScottJuly 2009 Rachel FirthAugust 2009 Sophie TriffittSeptember 2009 David WestOctober 2009 Alyson LawsonNovember 2009 James McVicarDecember 2009 Sarah Grice

January 2010 Rachel FirthFebruary 2010 Jenny RileyMarch 2010 Rachel LockleyApril 2010 Laura KedieMay 2010 James McVicarJune 2010 Sarah O’LearyJuly 2010 Laura HenryAugust 2010 Kathy EvansSeptember 2010 Holly Smith

Roll of Honour - SST Superstar of the month

This annual award is voted for by the 28 members of the team and recognises the individual who has contributed the most to the life of the team; in terms of positive approach to all they do, goodwill, setting the right example, helping others, being a role model, a pleasure to work

with and an ambassador for the team, as a whole.

2006 Christopher Hopkins2007 Emma Quinn2008 Daniel Dolby2009 Sophie Triffitt

This is awarded by Specialist Support to the manager who has been the most supportive, engaged and committed to help the team’s knowledge and understanding of the Intermediary

& Partnerships business.

2005 Steffan Kenward2006 Mark Hebberd

2007 Chris Newman and Mark Hebberd (Tied)2008 Steffan Kenward

2009 Austen Warne

Roll of Honour - SST Personality of the year

Roll of Honour - Manager of the year