We aspire to be the best travel insurance provider in the UK and will make it our purpose to consistently remain at the top.
We will strive to achieve our Vision in a number of ways. We will:
- Place our customers at the centre of all our actions. We will remain focused on building customer relationships and loyalty through a culture of service orientation. We will make available, and deliver by all viable channels, a comprehensive range of travel insurance products, tailored for a broad spectrum of age groups.
- Value innovation highly. Our passion for it will enable us to be at the sharp end of modern management methods and technological advances to ensure that we have the best tools and communication channels for our customers, clients and suppliers based throughout the world.
- Develop a sense of pride, ownership and responsiveness across all levels of our Company. This will reflect in our dealings with customers, suppliers and fellow employees.
- Always espouse the culture of team-work and be receptive to forces of change in all spheres of work with a management style that will be friendly, open and fair.
Whilst remaining focused on our customers, suppliers and stakeholders, we will be aware of our responsibility towards the community, and contribute constructively to our local, social and economic environment. We will maintain a profile at an industry level by our presence at, and participation in, various industry events. We will not lose sight of our Vision that we will be the best in our field.
We are an ‘Investors in People’ firm. Our culture is firmly rooted in our vision, mission and values. We’re a family run business with family values. We thrive in being supportive of one another and our matrix style of management encourages free interaction and expression of thoughts and ideas across departmental lines. Our Management strives to practise an ‘Open Door’ policy to encourage openness and transparency and foster an environment of collaboration, mutual respect and high performance. This healthy step in the direction of quality management and employee empowerment and high morale has kept us on the path of consistent high productivity and profitability.
We place our customers and clients at the heart of our business. Our Company ethos “How may I help you?” flows in us so our customers, clients and employees benefit from our service orientation. We are proud of ourselves and the contribution we make in helping Citybond be the best travel insurance provider it can be. Whilst being all that, we do not neglect our responsibility to society which we express through charitable events and contributions to worthy causes, both through Beckenham and Mumbai offices.
Our dedicated team of 45 people in Beckenham and 40 in Mumbai provides a blend of skills and experience that not only ensures the quality of our products and service, but also helps maintain our competitiveness in the UK travel insurance market. The total staffing is broadly departmentalised into Administration & Finance (includes Business Analysis and Schemes Management), Customer Services, HR & Training, IT and Sales & all Marketing.
Hugh Watchorn, ACA
Chairman – Non-Executive (Since 2014)
Hugh brings a wealth of corporate experience from his 14 years as Chief Financial Officer of Bonhams, one of the world’s oldest and most reputable auctioneers of fine art and antiques. He is currently Finance Director of New and Lingwood, a gentleman’s outfitter based in Central London. Besides chairing Board Meetings, Hugh’s principal focus is corporate governance in Citybond.
Mansukh Ganatra, FCCA
Managing Director (Since 1981)
A Chartered Certified Accountant, Mansukh previously worked with KPMG in the City, before joining Intasun Ltd (Tour Operator) in 1979 as Group Financial Controller, making a significant contribution to their growth until 1982. He influences and drives the corporate and marketing strategies at Citybond and has a significant knowledge of the UK travel insurance industry. He is a renowned innovator of travel insurance products which reflects his enduring zeal for always presenting a range of diverse products. His inimitable passion for aesthetic perfection and a keen eye for detail have contributed vastly to the quality of the company’s various web sites and documentation.He is actively involved in the industry at large and has played influential roles on various travel insurance industry bodies. Mansukh is married with two children, both his son and daughter work for Citybond. He’s regularly seen out on the golf course at weekends and loves to travel. He is a voracious reader too.
Operations Director (Since 2003)
A Chartered Accountant, Anil previously worked as a Senior Auditor with KPMG in the mid-1970s, after which he acquired extensive experience in the mining industry in Zambia. Having joined the Company as Finance Director, Anil is currently the Director of Operations with executive responsibility for Finance, IT, HR, Customer Services, Compliance and the operation of the Company’s Mumbai branch. Anil is married with two sons. He is an accomplished sportsman having played cricket in the 1986/87 ICC Trophy for East & Central Africa. He is a part-time motivational speaker and has published two books in his spare time. He too enjoys a round of golf and can regularly be seen on the golf course with Mansukh.
Administration Director (Since 2001)
Previously IBRC registered, Satish has overall responsibility for Credit Control and Office Management in the Company, having previously acquired experience in family-owned retail businesses.
Jeremy Jones, ACMA
Financial Director (Since 2013)
Joined Citybond in November 2013 as Financial Controller and was appointed to the Board on 1st October 2014. Jeremy is a Cost and Management Accountant and has more than ten years’ experience in a number of dynamic travel firms, amongst them Virgin Holidays and Directline Holidays.
Director of IT (Since 2013)
Previously Head of IT at Pickfords, Lalit was initially recruited to manage the whole suite of IT development projects at Citybond and has since been appointed Director of IT to assume responsibility for the entire IT department, including infrastructure, software development, databases, security, business continuity, connectivity and telephony. He has managed IT departments for multinationals here and overseas.He manages the in-house team of 18 IT specialists.
Senior Customer Services Supervisor (Since 2001)
Karen joined Citybond through the return to work government scheme. She exemplifies success through hard work and dedication to learning, having risen through the ranks to now supervise the Beckenham Customer Services Team. Her team is responsible for in-house sales, responding to the day to day needs of our agents, off-line and on-line customer support, complaints and third party medical screening. She has contributed vastly to our quality of service, herself being fully conversant with all Citybond products.Karen is married with two boys and enjoys keeping fit through Zumba.
Group Marketing Manager (Since 2012)
Having previously been employed by Insure & Go and Mapfre Assistance as Head of Marketing, Steph has brought extensive marketing and industry knowledge that has strengthened the marketing arm of Citybond, particularly in the B2C field. She has played an instrumental role in engineering advertising campaigns and exhaustive refreshing of our brands and look & feel of all direct web sites with enriched key features. In her longer past Steph was an accounts director with an advertising agency where she managed campaigns for a variety of brands in the automotive, financial services and FMCG sectors.Stephanie is married with two children. When she isn’t busy looking after her girls, she engages in keep fit and has recently been made a governor at a school.
HR & Training Manager (Since 2013)
Una joined Citybond in July 2013 as our HR & Training Manager. A CIPD Associate with seven years media experience behind her, she is enjoying the challenges the travel insurance industry has to offer and finds the complex operation most fascinating. Whilst being professional, she blends her friendly, polite and pleasant deportment effortlessly into her HR role. This has made her popular and well-liked in Citybond. She ably organises corporate events and supports Mansukh and Anil in a number of organisational chores.Una loves to travel and lives for the Great British Bake Off.
Head of Aggregator & Direct Channels (Since 2012)
Coming to Citybond in October 2012 with prior experience of managing an independent insurance broking firm and six years at A J Gallagher as a senior broker, Julian was tasked with the responsibility for overseeing the entire Aggregator channel. It wasn’t long before he established contacts and strong working relationship with his counter-parts amongst the aggregators. Since then he has continued to forge strong ties with them and added new aggregator accounts. His mission is to optimise the presence of the Company brands (some star-rated) on aggregator sites and maintain product competitiveness. He is now also responsible for the B2C channel of the Company.He represents Citybond on the ATII committee. In his spare time Julian enjoys the company of his grandchildren. He loves cooking for the family and an occasional round of golf although he has a low handicap.
Broking Manager (Since 2006)
Having been in various operational and administrative roles with Europ Assistance over a period of 16 years, Des joined Citybond in October 2006 as Customer Care Manager. A year later he was transferred to the Corporate Broking Section to strengthen the team. He capitalised on his previous underwriting and broking knowledge and has risen to become the Company Broking Manager. In this role Des is responsible for administering all travel insurance schemes, resolving underwriting queries and daily interactions with various insurers.Des and his son are big football fans. If they aren’t watching Liverpool from the comfort of their living room then they can be found at the grounds of Crawley Town FC, where they are season ticketholders.
Customer Services Manager (Since 2004)
Joined the Company in 2004. Narjis is an award-winning MSc (Biochemistry) and BSc (Microbiology & Biochemistry) graduate from the University of Mumbai. Her academic background and previous experience have been utilised in developing our Customer Service Representatives (CSRs) to deliver a high quality medical screening service to the Company’s UK customers. Narjis has a sound understanding of the Company travel insurance products and customer inter-action at the point of sale which is utilised for developing and delivering effective training programmes and call assessments for quality management.In her spare time Narjis likes to cook and play cricket which she has done at a State level in India.
Operations Manager (Since 2004)
One of the stalwarts of our Branch in Mumbai, Vernon has been there from day one. He has progressed to managing, amongst other things, a technical team in Mumbai responsible for pre-launch on-line product and applications testing, continuous surveillance on the company brands populating the various aggregator platforms and price adjustments to maintain competitiveness in the market. Vernon is a BSc in Chemistry.
Assistant Manager – Operations (Since 2005)
Joined company in 2005 as a CSR and has progressed to managing facilities and administrative work for Mumbai operations. Apart from being hardworking and dedicated, Errol projects a warm & cheerful attitude to his colleagues. He is fun loving, works hard and always lifts the spirit of those around him, due to which he is well liked in Citybond Mumbai office. He organises all office events and outings to ensure that the team is motivated at all times. His skills do not end with offiicial work, Errol is the Founder and President of “We Bring Joy Foundation” which supports the orphans and underpriviledged people.