Home > Ops Game Changers > Episode 5 – Achieving operational excellence across multiple brands


Achieving operational excellence: Atlanta Group's approach to multiple brands

with John Gilbert, Atlanta Group

In this episode

Ops Game Changers: Achieving operational excellence across multiple brands

In this episode, we explore the topic of flexible operating models, enabling organizations to adapt to meet fluctuating demand levels. We are joined by John Gilbert, Transformation Director at Atlanta Group, one of the UK’s leading insurance brokers.  

John shares how Atlanta Group went about building a flexible operating model across a number of their household insurance brands and explores how Atlanta Group is implementing conversational AI to help fuel growth in the UK and other markets. John talks about his expectations around AI, and how it will be transformative to the operations space. He shares why it is vital for companies to embrace technology to improve outcomes for customers without impacting the customer experience. 

Are you in charge of operations across different brands, regions or industries, and looking for a way to streamline? Or perhaps you’re thinking of implementing AI into your operations teams, but unsure of the potential outcomes or where to start? Then look no further, this episode is for you. 

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Your key takeaways from this episode

Operations is dynamic, so companies need to be flexible. 
Embracing change and having an open culture is the key to successful transformation. 
Know your operating model, keep it at the center of everything you do. 
When going through a period of change, listen to your employees’ feedback and take it on board. 
AI is transformative for operations, but there will always be a space for human interaction. 

Standardization and simplification are really, really key.

John Gilbert, Transformation Director, Atlanta Group

Meet our guest

John Gilbert

Transformation Director

Atlanta Group

John is an experienced Operations and Transformation Programme Director with an extensive background in Financial Services gained from senior roles in a number of UK and International companies.

He has a strong emphasis on the delivery of outcomes and results through strategy, proven methods and engagement of staff at all levels to deliver solutions and embed lasting capability. Broad stakeholder management experience at C-level through to junior management with experience of successfully engaging staff in major change.

John is experienced in architecting, structuring and delivering multimillion-pound programmes in aggressive timescales to meet business goals and regulatory requirements.

About Atlanta Group

Atlanta Group is home to many brands, each with its own unique story, background, heritage, products and customer base. Brands in Atlanta Group include Swinton Insurance, Carole Nash, Healthy Pets Insurance, SafeGuard, and Be Wiser. 

Today, Atlanta employs over 2,100 colleagues and consists of some of the biggest personal lines brokers in the UK and Ireland, with a common goal to relentlessly pursue excellence on behalf of over 2.6 million customers.

Meet our host

Bhavesh Vaghela

Chief Marketing Executive


Bhavesh is an accomplished tech marketer with over 20 years of experience in fast-paced and disruptive markets. He has held senior roles in start-ups like ResponseTap and Kernolab as well as global brands – Oracle and OpenText.

Since joining Activeops, Bhavesh has been on a mission to bring to the fore the stories and achievements of service operations leaders.

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