Nicky Alden

Operational Underwriting Manager and Lifetime Care Product Lead

What is your role?

I oversee the underwriting / IFA presales area for Individual Annuities and own the Lifetime care product as well as oversight of small change initiatives. My teams support advisers by making sure customers receive the correct income based on their health and lifestyle. Oversight of the P&L for Lifetime care including managing the relationship with the outsourced operational area in Bristol. Oversight of the small change activity delivering incremental improvements to processes and propositions.

How long have you worked for Aviva/been in the industry?

I’ve worked for Aviva (ex-NU) since I left school 37 years ago – most of that time within a life/annuity underwriting area.

Describe a typical day/week in your role

Checking in with my teams to make sure we’re on top of the work, meetings to oversight delivering small change initiatives, building relationships both within Aviva and externally to continually improve service and propositions. I always keep a close eye on social care reforms to understand how they impact our customers and how we can develop to help solve their problems.

What is the thing you’re most proud of that has benefited advisers?

I’m most proud of my teams who I know are there to support advisers and customers. As high-performing teams they strive for excellence and high levels of customer service. Phone lines and mailboxes are dealt with in a timely fashion, and we are reactive to customer needs.