Sean Beattie

Head of Claims (PSA & PSSA) at PetSure (Australia)
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Contact Information
us****@****om
(386) 825-5501
Location
Greater Sydney Area, AU

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5.0

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Nicola Hughes

I have worked with Sean Beattie for 5 years at FMG from April 2012 until June 2017. Sean was my manager for all of that time. In that time Sean has grown as a leader. He has excellent skills at mentoring and developing others in management and leadership roles. Sean has influenced young people who were at crossroads in their lives and have gone from entry level team members to holding senior positions. He has developed a number of individuals to be people leaders who have been able to run teams outside their normal area of expertise. Sean has exceptional EQ and is able to get the most from people by understanding their motivators and their own obstacles. He has the depth of life experience to be patient and considered when working with people but at the same time providing enough push to get them moving. As well as inspiring individual development he can move organisation results from mediocre to exceptional and this was shown in external surveys undertaken at FMG, being Best Places to Work and Net Promoter score. Sean was influential in driving behaviours to create strong engagement and also a growth in client satisfaction. Sean also has skilled business acumen and knows how to adapt to the drivers of a company at any given time. He does not get stuck in the past nor obsessively trapped in current challenges but a good balance of short, medium and long term visions. All in all Sean is easy to recommend for any organisation looking for an injection of positive cultural growth along aside commercial success.

Gail Kelly

I have worked with Sean for eight years as a peer and HR business partner. Sean is a highly capable senior leader. He has an authentic leadership style and is deliberate about tapping into what really is an impressive ability to identify and develop talent, and build high performing teams. He is outcomes focused and has repeatedly demonstrated his strengths in bringing those around him along the journey, injecting fun and driving high engagement along the way. I see Sean as being courageous, very self-aware and appropriately humble. These attributes enable him to connect with individuals at all levels and front-foot tough conversations with both strength and empathy where needed. Apart from being a highly effective leader, Sean is one of the good guys; it has been a pleasure and a privilege working alongside him.

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Experience

    • Australia
    • Insurance
    • 200 - 300 Employee
    • Head of Claims (PSA & PSSA)
      • Sep 2022 - Present

      Role heads the Australian and South African claims operations for PetSure. Role heads the Australian and South African claims operations for PetSure.

    • Australia
    • Insurance
    • 200 - 300 Employee
    • General Manager - Farming Services
      • May 2019 - Sep 2022

      I led the development of the strategy to transform Achmea’s service offering. When I started in the role: • The team consisted of 7 ‘backpacker’ temp resources with no agricultural, insurance or customer service experience with no on boarding / induction process; • Due to lack of training and experience the error rate was high at 25% as were client complaints; • There was a lack of Service Level Agreements and agreed processes and processes were inconsistence and a lack of trust from other teams and the team were seen as an embarrassment; • Poor IT systems provided limited insights and performance reports. Since then the team has gone through wholesale transformation of significant improvement to current state where: • We have recruited a team of 25 high quality insurance, agricultural and customer service professional across regional Australia; • Developed and implemented a thorough induction / buddy / training process which significantly reduced the time to operationalise new team members; • Implemented new technology and processes. This resulted in significant operational excellence improvement as follows: • A 98/10 service level for calls and all emails are finalised within 24 hours; • First Call Resolution increased from 13% to 65%, with the Error Rate consistently below 1% resulting in a significant reduction in client complaints and a significant increase compliments; Show less

    • New Zealand
    • Insurance
    • 700 & Above Employee
    • National Manager - Sales & Service Centre
      • Oct 2017 - May 2019

      Reporting to the Chief Client Officer I was accountable for leading the National Sales & Service Centre teams. From a Service perspective I was tasked with developing strategies focused on exceeding customer expectations in the 200,000+ client interactions each year and was a key driver in lifting organisational customer satisfaction. Along with the Service, I developed strategies to better enable the Sales team to deliver approximately 80% of all new clients to FMG including an ambitious accelerated growth strategy in a new market opportunity that I developed and led. Key achievements include: • Significant leadership role in a new digital transformation process that offers clients more accessibility. While in the early stages it set a solid platform to work from in the future.• Leadership of and accountability for delivering significant growth in a new market opportunity in the 2018/19 year which saw a ~200% increase in results. • Active member of the FMG Senior Leadership Team• Development and implementation of a successful phone based acquisition strategy that has significantly reduced the cost to acquire / serve and ability to grow scale in key segments. • Significant increases in Employee and Customer Engagement results Show less

    • National Manager - Claims & Service
      • Aug 2014 - Oct 2017

      This role oversaw the full strategic and operational leadership of the Claims and National Sales & Service Centre teams with 14 direct and approximately 130 indirect reports with accountability for a $150m claims budget. It was also accountable for 90% of all client interactions and was a key driver in lifting organisational employee and client satisfaction. Along with this the team acquired 60% of all new clients and responsibility for the retention and growth of a significant percentage of all FMG clients.Key achievements include:• Leadership of the integration of a new $12m claims system involving significant change. The software developer has since identified this development and implementation process as a best practice process and uses it internationally as a case study.• Development and implementation of a plan to significantly grow client numbers in the 2016/17 year through effective retention activities which achieved a 13% reduction in client cancellations with a saving of over $500k, a 12% increase and best ever result in client acquisition with an associated value of $1.3m and a 4% increase in a key client segment. Show less

    • Head of Claims
      • Jan 2011 - Aug 2014

      Leadership of overall claims function including Claims and Assessor teams (approximately 70 people) with accountability for a $130m+ claims budget, the single biggest expenditure line within FMG. The role also oversaw the development and implementation of a strategy to handle added complexity of the multiple events related to the 2010-11 Canterbury Earthquake series and subsequent major event responses. Leading change and project management to better handle the volumes of claims and also increase customer loyalty and advocacy. A significant part of the role was the development and negotiation of new and existing procurement relationships to benefit the organisation and clients.Key achievements include:• Winner of the FMG CEO Organisational Leadership award in 2014;• Actively led the response to the single biggest natural disaster event New Zealand had ever experienced; • Development and implementation of a plan to deliver a world-class Claims client experience. Key focus areas of the plan focused on streamlining processes, lifting team engagement and increasing client satisfaction. Engagement (as measured by the IBM Kenexa survey) lifted from 4% in August 2010 to sit at 78% in 2015 and Net Promoter Score (FMG’s customer satisfaction measure) moving from +13 in 2011 to now sit at +60; • Planning and implementing a significant increase in Assessor productivity moving from 70% internal Assessments in 2011 to just over 95% in 2015 which brought significant cost savings to FMG and significant client satisfaction improvements for the business. Show less

    • Head of National Sales & Service Centre
      • May 2010 - Apr 2011

      • Maintaining industry leading Inbound call standards while also growing sales capabilities• Leading change and project management of a transition to a sales and service model within an existing team.• Development and implementation of an Outbound Sales strategy• Development of an internal service offering providing administrative support to our field / mobile sales team• Reviewing and revising existing processes with key stakeholders• Target and KRA setting and performance management Achievements• Development and implementation of a new Sales and Service model within what was a solely service focused team.• Consistently increasing the engagement results year on year at significant rates while moving through a major change process• Runner Up in the NZ wide 2010 CCiNZ Contact Centre Manager of the Year award. Show less

    • Manager Inbound Services
      • Aug 2008 - Jun 2010

      This role came about as part of a significant project that centralised all client servicing to two centralised teams. The challenge was that while the strategy was clear the processes to operationalise were not and a significant amount of work was required to get clear on the operational requirements.Key achievements include:• Managing the challenge of negotiating such a large new team through a period of immense fast paced change was a real achievement while also recording significant increases in engagement and customer satisfaction.• Considering the extremely challenging period, a real highlight was getting external recognition of the team’s progress and my role when we were awarded both the Contact Centre of Year and Contact Centre Manager of the Year at a 2009 regional Contact Centre Awards and being Runner up in the 2010 CCiNZ Contact Centre Manger of the Year award• Development and implementation of a new Sales and Service model within what was a solely service focused team. Show less

    • Human Resource Consultant
      • Oct 2007 - Aug 2008

      Carry out full HR related duties

    • Senior Human Resource Advisor
      • May 2007 - Oct 2007

    • New Zealand
    • Hospitals and Health Care
    • 1 - 100 Employee
    • HR Manager
      • Oct 2004 - May 2007

      Generalist HRM position. Generalist HRM position.

    • New Zealand
    • Government Relations Services
    • 100 - 200 Employee
    • Fixed term HR Advisor
      • May 2004 - Oct 2004

      Fixed term position as the council's HR Advisor Fixed term position as the council's HR Advisor

Education

  • ANZIIF
    Senior Associate
  • Massey University
    Post Graduate Diploma, Human Resource Management
    2004 - 2005
  • Massey University
    Bachelor of Arts (BA), Politics & History
    2000 - 2004
  • QEC
    University Entrance
    1980 - 1985

Community

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