Guy Spence​​​​​

Managing Director

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October 2008 to December 2013

Reporting to UK Director of Motor Claims

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Responsible for the day-to-day running of the online auction business, the business strategy and overall operational delivery as the company transitioned from a well-funded captive start-up to a standalone SME with a mature business model. The business had 100 FTE and operated from locations in London and Bristol.

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Key Achievements

• Increased the profit of Bluecycle.com from £2m (net) in 2008 to a record profit £4.2m (net) in final year trading from a turnover of £58m

• Reduced company OPEX by 50% from £8m to £4m flat from 2010 onwards

• Increased employee engagement scores in the Bluecycle business from a low of 40% in 2009 to 87% in 2013 (highest score in Aviva GI)

• Reduced the cost of new digital product development to the business by £400k p/a from £650k p/a to £250k p/a

• Led the sale of the business unit to our largest competitor in a £20m sale in 2013

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Head of Personal Motor Claims - Dundee (secondment)

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January 2008 to September 2008

Reporting to UK Director of Motor Claims

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Responsible for Corporate Partner motor claims handling, which involved managing the accounts of several blue-chip organisations and leading 250 FTE claims location in Dundee.

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Key Achievements

• Reduced Credit Hire costs and days at hire by 20% and 5 days (25 days vs. 30 days)

• Improved morale - Staff Survey result improvement by 15% (45% shift to 60%)

• Reduction of claims lifecycle by 2 days (19 days vs. 21 days)

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Head of Performance Improvement - Motor – India (secondment)

 

July 2007 to December 2007

Reporting to UK Director of Motor Claims

 

To bed-in BPO of voice and processes for Motor Claims with two Indian suppliers (WNS & EXcel) and to develop a programme to improve performance in India for Third Party Motor Claims.

 

Key Achievements

• Full agreement on KPIs and reporting schedules to be implemented

• Reduction of offshore staff churn rate of 30% through improved hire process, training and work selection

• Reduction in call length for motor claims by average of 1 min per call

 

Head of Salvage Operations

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May 2006 to Oct 2008

Reporting to Managing Director

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Online auction - Led a department of 25 FTE across three teams (Logistics & Customer Experience, Client Services and Norwich Union Cars). Role focused on revenue maximisation, customer satisfaction and cost control. There was a strong purchasing element to this role (contract negotiation and supplier governance).

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Key Achievements

• Achieved a £1.375m (25%) saving on logistics spend of £5.5m through tender and contract renegotiation

• Generated £1m net profit contribution through additional vehicle sales

• Customer satisfaction score of +80% satisfied – and a Net Promoter Score of +5

• Cars purchased - Achieved a £2.4m (20%) saving from retail list price on an annual spend of £12m

• Reduced dept OPEX by £400k through FTE reduction and process optimisation

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Auto Salvage Manager 

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October 2002 to May 2006

Reporting to Head of Salvage Operations

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Leadership role responsible for the day-to-day management of Aviva’s Auto Salvage disposal model. The focus was the end-to-end management of Aviva’s total loss vehicles from crash to disposal at auction.

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Key Achievements

• Increased units sold at auction from 45k p/a to 80k p/a

• 2.8m contribution to Aviva claims cost reduction programme

• Reduced storage lifecycle of a total loss from 120 days to 40 days through process improvement

• Rollout of new Motor Salvage Operating Model for Hibernian Insurance (Ireland)Cost Reduction Programme for RAC roadside contractor network (£1m saving on £12m base line spend)

 

Purchasing Manager (Vehicle Sourcing)

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January 2000 to October 2002

Reporting to Head of Salvage Operations

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Led the Replacement Vehicle Team and had responsibility for all aspects of the sourcing of replacement motor vehicles for Aviva. The operation had an annual spend in excess of £10m p/a. This process did not exist prior to 2000, and I developed and launched the original vehicle sourcing process for Aviva.

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Key Achievements

• Developed and launched reverse auction e-Commerce POC to spot-buy vehicles from car dealers

• Achieved £1m (10%) saving against manufacturers’ list price worth £10m p/a