Colin Kelsall

Background

About Colin Kelsall

I aim to add value where my breadth and depth of experience in service operations, strategic leadership, continuous improvement and stakeholder engagement can be utilised in helping achieve business goals. Since April 2023 I’ve been fortunate to be doing just that in my role as Surveying Director at Marley Risk Consultants. Working with a relatively young business that’s bursting with ambition, energy and creativity is an exciting place to be! Being part of a clear vision and contributing to the growth and success of the business is intrinsically rewarding and puts all my skills and experience to the test. At this stage in my career, as I continue to learn and grow with our business, I appreciate more than ever the foundations that have helped get me here. As an operational leader of building surveying services from local authority in Edinburgh to a national level within the UK’s largest loss adjusting firm, I’ve gained many years’ experience of management, team and service development, client relationship, and of course leadership. At Sedgwick International I experienced numerous challenging events faced by the sector in recent years. One example is flooding in the Somerset Levels in 2014/15 where I led a range of internal services and suppliers to form a highly collaborative cross-product team, working under great scrutiny of the media, politicians and clients. Approx. 80 properties were restored by our teams, at an overall indemnity spend of circa. £7m. In 2015 I developed a new central role at Sedgwick, designed to engage with operational leaders and clients in addressing various service challenges in the business. This was the origins of what developed to become our Quality Assurance dept. In a central QA position I’ve assisted in many client tender bids and the delivery of presentations at all levels; developed communication strategies; led colleague engagement initiatives; and taken the lead in numerous strategic interventions to resolve challenges with service quality and highly sensitive client relationship matters, typically involving major UK insurers and high value accounts. I also led the introduction and development of continuous improvement at Sedgwick; introduced lean six sigma and data science; and was a focal point for the application of behavioural science, working with external consultants 'The Hunting Dynasty'. I believe that an understanding of human behaviour is critical to understanding and improving customer experience.