Experience

• 

  IAG

  • New Zealand

  • Manager Managed Agencies & Schemes

    • May 2022 - Present
    • New Zealand

• 

  NZI

  • New Zealand
  • Insurance
  • 300 - 400 Employee

  • Manager, Scheme Operations & Governance

    • Oct 2019 - May 2022

  • Operations Manager

    • Dec 2014 - Oct 2019

    Operations Manager

• 

  Lumley General Insurance (N.Z.) Ltd.

  • New Zealand
  • Insurance
  • 100 - 200 Employee

  • Small Business Insurance, Operations Manager, Commercial General Insurance

    • Oct 2012 - Dec 2014

     Act as a key liaison between business partners & Lumley Business solutions Ensure responsiveness of service in Line with SLA’s, externally & internally Lead, train & develop team members Ensure the performance of the broker personal lines & SME Team meets & exceeds customer satisfaction levels in terms of quality & timeliness Create & maintain a team environment where achievement of goals & targets are recognised & non performance is identified and remedial action taken. Conduct regular one on one coaching & regular team meetings Measure & report on results identifying trends & taking action Empower staff within set boundaries, delegate to direct reports where appropriate, act as a role model for all staff,  Ensure that decision making processes and authority levels are reflective of individual skill, experience & performance. Review workflow processes within the team, implementing new processes as necessary Respond to customer complaints Manage day to day personnel functions including hiring, retention & performance management Underwrite commercial policies accurately Ensure end to end processing of existing business

  • Administration Manager, Small Business Team

    • Oct 2011 - Oct 2012

    I was responsible for Process Improvement, Workflow Management as well as service delivery. I also lead a high performing team of Underwriters and Business Support staff

  • Small Business Insurance Team Leader, Small Business Team

    • Jul 2011 - Oct 2011

  • Specialist SME Team Leader, SME Desk

    • Oct 2008 - Jul 2011

• 

  IAG NZ

  • Auckland CBD

  • Agent Business Centre Team Leader

    • Mar 2006 - Oct 2008
    • Auckland CBD

     Responsible for leading, coaching and developing a team of Agent Business Advisors within a call centre environment with a strong sales culture building a successful team with high productivity levels, encouraging idea’s and opinions. Ensure the achievement of sales, customers, people and productivity objectives that contribute to the overall strategy plan. To maintain a rapport with Intermediaries and to take steps to address trust, credibility and partnerships. To grow people by coaching my staff 70% of my time, to help create career plans and support them at all times. To manage performance by setting expectations and to create a vision that will fall in line with the companies’ vision. Setting goals and to provide feedback on targets. Recognise good performance and address poor performance. To have the necessary technical skills on all systems and products to provide support to my team and customers which will help me make decisions and explain my thought process.  Anticipate the customer’s needs and always think about the customer’s point of view. To add value to our customers day to day lives.Elected as a Health & Wellness Representative for my business unit. I have completed the Site Safe course and since attended refresher courses. I have helped with our Health & Wellness Expo’s and completed presentations to groups of staff on this topic.

• 

  Norwich Union

  • Leicester, United Kingdom

  • Customer Services Team Leader

    • 1995 - 2005
    • Leicester, United Kingdom

     Responsible for the day to day management & development of the new business sales team dealing with Intermediaries.  To be accountable for the productivity & service at individual level & team level. To successfully manage & develop business relationships of key intermediaries To ensure the team utilise the underwriting philosophy effectively. To lead, motivate and communicate & listen. To monitor the performance of each individual and at team level To operate an agreed team budget To analyse & utilise Market Information tools efficiently To plan and implement the teams strategy to fall in line with the overall picture.