We sat down with Service Delivery Manager Danielle Williamson to discuss her career at S&G, how she climbed the career ladder, and how she feels about winning the Rising Star award at the Modern Claims Awards.
Thanks for taking the time to talk to us Danielle! Could you tell us about your career before S&G? Did you go to university/what did you study or train in?
Prior to embarking on my career at S&G Response, my journey began with a strong passion for science and a deep-rooted aspiration to contribute to the medical industry and I was fortunate to be accepted into a specialised Medical Science course shortly after completing school. During my time in the course, I engaged in rigorous study, practical training, and in-depth exploration of various scientific disciplines and successfully completed the course with distinction.
While my initial aspirations were directed towards a career within the medical domain, I discovered an exciting opportunity in the motor industry when I joined S&G Response. Although my career trajectory deviated from the medical industry, the comprehensive scientific education and training I received continue to serve as a strong foundation for my success at S&G Response. The analytical thinking, attention to detail, and problem-solving skills honed during my studies have proven invaluable in my current role as Operations Manager. Furthermore, my background in the medical sciences has instilled in me a commitment to precision, empathy, and professionalism that carries over seamlessly into the motor industry.
What first attracted you to S&G?
Upon attending interviews, I was fortunate to receive two job offers, which included the opportunity to join S&G Response and it became immediately evident to me that S&G Response stood out from the rest.
From my very first interaction with S&G Response, I sensed that their company culture held immense significance. It was clear that they prioritized creating an environment where individuals were encouraged to flourish and develop. The organization actively fostered an ethos that embraced personal growth, supporting employees to become the best versions of themselves.
This emphasis on personal and professional development resonated deeply with me. It signified a commitment from S&G Response to invest in their employees, creating a space that nurtured talent and fostered continuous improvement. The open encouragement for growth and the genuine care for the well-being of their staff were key factors that attracted me to the company.
What is your role at the company and what does a typical week look like for you?
As a service delivery manager at our company, my role revolves around overseeing the successful delivery of services to our clients in the motor industry. A typical week for me involves a diverse range of responsibilities and activities.
One of my primary responsibilities is managing client relationships. understanding their needs and ensuring that our services align with their expectations. This involves conducting regular meetings, listening to their feedback, and addressing any concerns or issues that may arise.
Another important aspect of my role is optimizing operational effectiveness. I work closely with internal teams to streamline processes, identify areas for improvement, and implement efficiency measures. This may involve conducting performance analysis, reviewing service delivery metrics, and collaborating with cross-functional teams to develop and implement improvement initiatives.
In addition to client management and operational optimisation, I also play a key role in resource management and am involved in strategic planning and forecasting for service delivery.
Congratulations on winning the Rising Star award at the Modern Claims Awards! How did it feel to be recognized for all of your hard work?
To be nominated alongside some incredibly talented people from the industry was a massive honor. Being recognized for my hard work was truly gratifying and served as a validation of the effort I’ve put into my career so far. It’s always fulfilling to see that the work I’ve done has made a positive impact and resonated with others.
Receiving this award has further motivated me to continue striving for excellence and innovation in my industry. It has also reinforced my belief in the importance of dedication, perseverance, and continuous learning.
What personal qualities or skills do you think have contributed to your success and recognition as a Rising Star?
I am delighted to share the specific achievements and projects that have played a pivotal role in winning the Rising Star award and my previous accolades, including the 2019 S&G Accountability Champion and the 2020 S&G Overall Values Award Champion.
One of my notable achievements was my promotion to the position of Senior Claims Handler. By effectively managing these cases and collaborating with various stakeholders, I consistently achieved positive outcomes and customer satisfaction.
I was then promoted to the role of Team Leader, where I had the opportunity to guide and inspire a team of claims professionals. I implemented innovative strategies to streamline processes, improve efficiency, and enhance overall team performance. Through effective coaching, training, and mentorship, I fostered a culture of collaboration, continuous improvement, and exceptional customer service.
In 2022, I reached a significant milestone in my career by securing the position of Service Delivery Manager. In the role I have successfully overseen the seamless execution of key projects, ensuring high-quality service delivery and customer satisfaction.
Moreover, I have consistently demonstrated a strong commitment to our organization’s values and culture. My recognition as the S&G Overall Values Award Champion in 2020 highlights my embodiment of these core values, such as integrity, teamwork, and accountability, in every aspect of my work. Winning the Rising Star award is not only a personal accomplishment but also a testament to the support and opportunities provided by my organisation.
How would you describe the culture at S&G and what are some of your favorite things about the company?
The culture at S&G is truly exceptional and sets the company apart. It is built upon a foundation of teamwork, where individuals are encouraged to collaborate, share ideas, and collectively work towards common goals. The company recognizes that the collective intelligence of the team often leads to the best outcomes, and this collaborative spirit permeates throughout the organization.
One aspect of the culture that I truly appreciate is the emphasis on integrity. S&G values ethical conduct, transparency, and accountability. The company promotes a culture of trust, where employees feel empowered to take ownership of their work, make decisions, and act with integrity. This creates a sense of pride and professionalism in everything we do.
The people at S&G are amazing. The company attracts and retains talented individuals who are passionate about their work and supportive of one another. The culture promotes teamwork and collaboration, creating a positive and energetic atmosphere. I have had the opportunity to work with inspiring colleagues who have helped me expand my knowledge and achieve success.
What are some of the challenges of your job?
Balancing multiple tasks, deadlines, and priorities can be challenging. It requires effective time management skills to ensure that all responsibilities are fulfilled in a timely manner. Setting priorities, delegating when appropriate, and utilizing productivity tools are strategies I employ to overcome this challenge.
My job often involves solving complex problems that require critical thinking and analysis. Identifying the root causes, evaluating various options, and making informed decisions can be demanding.
In my role, I often interact with various stakeholders, each having different expectations, goals, and priorities. Managing these diverse expectations, aligning them with company objectives, and ensuring effective communication can be a challenge. Building strong relationships, maintaining transparency, and proactively addressing concerns help in managing stakeholder expectations.
Do you have any future professional goals?
As a passionate professional in the motor industry, winning the Rising Star award has fueled my ambition to make a significant impact on the future of our industry. In the next year or two, one of my personal goals is to foster the growth and development of the next generation of rising stars.
To achieve this goal, I plan to actively engage in mentorship and knowledge-sharing initiatives. By sharing my experiences, guiding people through challenges, and providing constructive feedback, I aim to nurture their skills, confidence, and professional growth.
