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Client Council Event Brochure

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Contents

Page

Venue 3

Event information 4

Our guest speakers 7

Our team 9

Menus 13


Venue

The Grove, Chandler’s Cross, Hertfordshire, WD3 4TG

Set in 300 acres of stunning Hertfordshire countryside,

the Grove is the ultimate five star retreat. Lovingly

restored, the former home of the Earls of Clarendon is

situated just 18 miles from London.

Home to an award winning spa, championship golf course,

state-of-the-art fitness studio and mouth-watering

restaurants, there are plenty of spaces for you to relax

and reflect on the day.

With the first house built during the reign of Queen

Elizabeth the first, the Grove is steeped in history. In 1753

the Grove became the home of the Earls of Clarendon and

since then the hotel has seen numerous renovations – we

challenge you to see if you can spot the brick inscribed

1779. However, many original features remain within the

grounds, from the ice house under the golf course, to

the hidden stairways used by servants. As well as the

black walnut tree that was given to the Earl of Clarendon

by Captain Cook. In the 1800s, with the fourth Earl of

Clarendon holding many titles including Secretary of State

for Foreign Affairs and the Lord Privy Seal, notable guests

at the Grove included Queen Victoria and many other

British aristocrats. More recently guests have included

world leaders at the 2009 G20 Summit including Barak

Obama and Angela Merkel. As well as Tiger Woods who

won the World Golf Championships at the Grove in 2006.


Event information

Arrival

12pm, Thursday 26 September 2019

Parking

Free

Check-in process

Please note check-in is at 3pm, so for your ease we have

arranged to take your luggage on arrival and this will be put

in your room during the afternoon sessions. Your key will be

available at a small check-in desk outside our meeting room at

the afternoon refreshment break.

Dress Code for the day

Business dress

Dress code for dinner

Smart casual

Downtime

Why not use the time between our last session and dinner

to explore the hotel and use some of the amenities on offer.

Home to an award winning spa, championship golf course and

state-of-the-art-fitness studio, there are plenty of spaces for

you to relax and reflect on the day.


Agenda

Day 1

Time Topic Content

12:30-13:00 Lunch Networking opportunity.

13:00-13:10 Welcome Sharron McLennan

Welcome and overview of the two days.

13:10-13:35 Standard Life – One

year into our journey

13:35-14:00 Proposition update Jenny Holt & Craig Monahan

Gail Izat

A look back at the last 12 months for Standard Life and our progress so far.

Overview of recent enhancements and upcoming innovations to our proposition.

Insight to areas of future development including medium and long term strategy.

14:00-15:15 Client analytics Craig Monahan & Craig Brodie

Understanding member engagement can help you benchmark and tailor your plans,

including communications, to help meet your scheme objectives.

15:15-15:30 Break Networking opportunity.

15:30-16:30 Science drives

customer experience

16:30-16:35 Summary and close Sharron McLennan

Overview and evening timings.

Gillian McLaughin & Jez Groom

Adopting a scientific approach can make every interaction count with both your

customers and colleagues, helping to support them make key decisions.


Agenda

Day 2

Time Topic Content

09:30-09:45 Welcome and recap

of day 1

09:45-10:30 Independent

Governance

Committee

10:30-11:30 The political

landscape

Sharron McLennan

Welcome to day 2.

Dr David Hare

Introduction from the Chairman, an overview of his extended role and the focus

of the new combined IGC. There will also be an opportunity for a question and

answer session at the end on the presentation.

Steven Hill and Philip Collins

• Brexit

• Political parties

• What does it all mean for the business community?

11:30-11:45 Break Networking opportunity

11:45-12:15 TUI case study Nick Dunk, Group Pensions Manager

• TUI values and strategy

12:15-12:30 Summary and close Gail Izat

• TUI Pensions journey, working in partnership with SLAL

• Financial wellness/employee wellness

Overview and key messages.

12:30 Lunch Networking opportunity.


Our guest speakers

Nick Dunk

Group Pensions

Manager,

TUI

Jez Groom

Chief Choice

Architect,

Cowry Consulting

Nick is an experienced in-house pensions and benefits

manager used to managing relationships with multiple

advisers, providers and stakeholders. Nick has been Group

Pensions Manager at TUI since 2008. His role has focussed

on strategic pension and risk benefit issues from a sponsor

perspective, with substantial project involvement to

develop and implement business improvement and change.

Between 2001 and 2008, Nick was pensions manager

and secretary to the Trustees at First Choice Holidays. In

2006, First Choice was named “DC Scheme of the Year”

by Professional Pensions. Before joining First Choice,

Nick was Group Pensions and Insurance Manager at Saur

UK, which had interests in water supply, local authority

services and facilities management.

Jez has been practising behavioural economics for nearly

10 years working with some of the biggest organisations

and business across the world including Amazon, Sky,

Tesco, Sainsbury’s, Morgan Sindall, Aegon, Fidelity, Quilter

and Standard Life. His passion and energy is focussed

on the practical application of behavioural economics in

business and helping companies build capability within

their organisation. He regularly speaks at industry events

such as the Behavioural Economics Summit 2.0 and

Nudgestock. Prior to starting Cowry, Jez was the co-founder

of Ogilvy Change and Engine Decisions.


Dr David Hare

Chairman of

the Independent

Governance Committee

David Hare has over 30 years of experience in the UK

insurance industry. He qualified as an actuary in 1988

and has held various actuarial, marketing and financial

risk management roles in a number of life insurers,

including 5 years as Chief Actuary, UK and Europe at

Standard Life. From 2012 to 2017, he was a partner at

Deloitte, specialising in actuarial audit and review work,

including providing Independent Expert reports to the

Court on the policyholder impact of five different intercompany

transfers of insurance business. Having retired

from Deloitte, he now holds a number of non-executive

roles with UK insurance companies. David was President

of the Institute and Faculty of Actuaries (IFoA) from June

2013 until June 2014. Prior to becoming the President-

Elect of the IFoA in June 2012, he was a non-executive

member of the then Board of Actuarial Standards of the

Financial Reporting Council (from January 2010). He was

a member of the Independent Project Board that oversaw

the ABI’s audit of the legacy pension schemes identified

by the OFT as being at risk of being poor value for money,

whose December 2014 report included a number of

recommendations for IGCs to follow.

Philip Collins

Columnist,

The Times and

writer-in-chief

at The Draft

Philip Collins is a columnist on the Times and the writer-inchief

at the rhetoric and writing bureau, the Draft. He was

until 2007 the chief speech writer to the Prime Minister

Tony Blair and has also had spells running a think tank,

in investment banking and as a university tutor. He is

the author of When They Go Low, We Go High on political

speeches and of Start Again, a book on British politics.


Our team

Sharron McLennan

Head of Relationship

Management

Gail Izat

Workplace

Pensions Director

Sharron is Head of Relationship Management and has

responsibility for the relationships between Standard

Life and our most valuable Group Pension Schemes. The

relationship management function consists of two teams

which are focussed on broadening and deepening client

relationships through face to face Client Relationship

and Telephony Relationship management. Sharron has

worked for Standard Life since 2000 and has had a

number of positions prior to her appointment as Head of

Relationship Management in April 2015. Previously she

worked for Lloyds Bank for 10 years where she held the

position of Deputy Registrar.

Gail joined Standard Life in June 2010 and has fulfilled a

number of roles across the company. Most recently she

was the CEO of Standard Life Germany and Austria. In

January Gail was appointed as the Workplace Pensions

Director for Standard Life Assurance (part of the Phoenix

Group). Gail has gained extensive senior leadership

experience across a range of industries. She started

her career with Exxon, holding various roles including

IT, Customer Operations and Marketing. Following that

she moved to William Baird plc as a Programme Manager

leading a transformation programme implementing

warehouse, distribution, and retail systems. Prior to

joining Standard Life, Gail spent 10 years working for

Convergys, a leading billing and customer care provider.

Her roles were predominantly in client relationship

management. In her final role she was responsible for

managing all Convergys clients in Europe.


Jenny Holt

Head of Strategy,

Development

and Commercial

Gillian McLaughlin

Head of Customer

Management

Jenny has worked for Standard Life for 14 years across

a number of roles. A qualified actuary, she started her

career doing more traditional roles in Finance before

moving on to work on large projects with a wider business

focus. Since 2009, she has worked in proposition roles,

leading the Investment Solutions team for 5 years before

taking on broader responsibility for the Customer and

Workplace channels which has ultimately led to her

current role as Proposition Director for the Phoenix Group

life companies.

Gillian McLaughlin is Head of Customer Management

and Operational Experience at Standard Life. Gillian has

worked for Standard Life for over 17 years – having held a

variety of roles across Marketing and Operations. Gillian

is passionate about delivering exceptional experiences

for customers based on real-time insights and data.

Gillian and her team have been working with Cowry

the Behavioural Economics Experts for the past year

transforming customer interactions across our touchpoints

and improving commercial metrics alongside

satisfaction metrics for customers and colleagues alike.


Craig Monahan

Senior Proposition

Strategy Manager

Craig Brodie

Senior Proposition

Manager

Craig has worked at Standard Life since 2013, with

experience in a number of roles across Proposition

before his current appointment as Workplace Proposition

Strategy Lead. In his current role, he and his team are

responsible for setting the strategy for the development

of the workplace proposition. Craig has over 10 years’

experience in Financial Services having previously

worked for AXA, Tesco Bank and Abbey National prior to

joining Standard Life. As well as working in Proposition,

Craig has worked in a number of different functions

including Marketing, Distribution, Commercial Innovation

and Strategy. He has also worked in a variety of markets

including General Insurance, Retail Banking & Mortgages,

Platform & Investments, as well as Workplace Pensions.

Outside of work Craig enjoys football, table tennis and

chasing after two young girls.

Craig joined the Workplace Proposition team in June this

year, after gaining experience of the Workplace market

from his previous role within the company where he

was responsible for analysing and modelling our client

contributions. He has been with Standard Life since 2015.

A qualified accountant, Craig gained plenty of experience

prior to his time at Standard Life working in both technical

and commercial Finance roles, primarily within the FMVG

sector at companies such as Pizza Hut and AB InBev.


Steven Hill

Head of

Public Affairs

As Head of Public Affairs, Steven is responsible for

managing Phoenix’s relationships with politicians

and civil servants, along with wider opinion formers

including trade bodies. Steven joined Standard Life in

2010 and has held a number of positions within public

affairs, focusing in particular on long-term savings policy

developments in the UK. He was appointed as Head of

Public Affairs for the Standard Life business in December

2017 and transferred across to Phoenix in September

last year. Prior to Standard Life, Steven gained valuable

civil service experience when he served as an economic

adviser to the Premier of Victoria in Melbourne, Australia.

Before that he worked in the public policy unit at Halifax

Bank of Scotland, following three years at the British

Chamber of Commerce where he was the lead policy

adviser on a range of issues including pensions. Steven

read history and politics at Newcastle University and

after graduating he joined the Department for Work

and Pensions where he worked on a number of projects

including the introduction of Pension Credit.


Menu

Arrival buffet lunch

Mediterranean Platter which includes the following:

An assiette of fresh cut sandwiches including: Wiltshire honey roasted ham with ripe tomato on multigrain

bread, Mature cheddar cheese and pickle on wholemeal bread Scottish roast beef with watercress and

horseradish on tomato bread and Free range egg mayonnaise with shiso cresson caraway bread

Bresola, smoked duck, smoked chicken, selection of olives, cornichons, torn mozzarella

with vine ripe tomato and basil

Mixed green leaf salad

Moussaka

Chocolate tart and crème fraiche

Tea and coffee


Menu

Private Dinner

Starter:

Umami Roast chicken presse with confit yolk puree, pickled onions, Jerusalem artichoke

and pickled mustard seeds dressing

Vegetarian option: Presse of purple carrots with balsamic glaze, radish, orange carrot puree,

heritage carrots, pastry wafer and lemon thyme

Mains:

Beef brisket, leek stilton and potato terrine with roscoff onion, brisket tatin, soubise puree and grelot onion

Vegetarian option: Caramelised shallots & wild garlic puree with baby vegetables, radish, roast onion,

leek roundels, fennel top, chervil and chive oil, garnished with a brick paste with onion seeds & herbs

Dessert:

Iced lemon parfait, lemon curd, shortbread crumb, basil granite and meringue pieces


Menu

Buffet lunch – day 2

British Platter which includes the following:

An assiette of fresh cut sandwiches including: Wiltshire honey roasted ham with ripe tomato on

multigrain bread, corn-fed chicken with wholegrain mustard mayonnaise on basil bread, Free

range egg mayonnaise with shiso cresson caraway bread and Loch Fyne smoked salmon and

cream cheese bagel

Pork pie, smoked mackerel, savoury cheese flan, Branston pickles and pickled quail eggs,

dill cucumbers and piccalilli

The Grove’s seasonal salad

The Grove’s fish pie

Almond tart and sauce Anglaise

Tea and coffee

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