General Manager

• Sep 2022 - Present

National Client Services Manager

• Jul 2021 - Sep 2022

Customer Delivery Manager

• Sep 2018 - Jul 2021

Team Lead

• Apr 2017 - Jul 2021

Customer Delivery Manager

• 2017 - Jul 2021

Team leader TPD/IP Claims.

• Apr 2014 - Nov 2016

Staff Appraisals, Mentoring & Guiding Coaching Building Solid Working Relationships Day-to-day operation Creating an environment of professionalism Staff Appraisals, Mentoring & Guiding Coaching Building Solid Working Relationships Day-to-day operation Creating an environment of professionalism

Leader - Commercial Event Response Team - property and motor

• Nov 2012 - Apr 2014

• Leading an engaged team of 10 – 20 people in a high turnover reinsurance environment • Closing 71% of claims in a five month period following a series of major events• Negotiating with internal (eg underwriters, assessors, relationship managers) and external stakeholders (eg repairers, reinsurers, brokers) to effectively close claims• Using tools (eg EMTK) to set team priorities and manage resources to meet efficiency targets• Recruiting and on-boarding new team members, providing on-going coaching to ensure maintenance of customer service standards as well as employee job satisfaction• Making decisions within authority level and supporting others to take accountability and make decisions within authorities delegated to them Show less

Team Leader

• Jul 2011 - Nov 2012

• Direct responsibility for the management of a team of 9 - 12 colleagues, ensuring all targets are met or exceeded.• Managing all aspects of day to day running of the team, prioritising and allocating work to the team• Organising and attending Broker/client meetings, providing assistance in answering claims issues and promoting our claims proposition • Networking with brokers through event attendance (eg Suncorp/Vero’s flagship broker event, Vero Expo) • Working with National Underwriter for Motor in helping secure business, helping maintain relationships • Partnering with the Fleet Advisor to help bespoke our claims services for our top clients. • Continually meeting targets set – best run of close claims for all Event Teams, bringing all activities into SLA within 6 weeks of taking over the team. • Collaborating with other Team leaders to allocate work into my team to help overall achievement of service level agreements• Seeking out opportunities to build better relationships with other areas of our business, liaising with claims assist, Sup Co etc • Creating an environment of ‘getting it right the first time’ by ensuring feedback is timely and meaningful Show less

Team Leader

• Mar 2011 - Jul 2011

• Leading an engaged team of 10 – 20 people in a high turnover reinsurance environment • Recruiting and on-boarding new team members, providing on-going coaching to ensure maintenance of customer service standards as well as employee job satisfaction• Making decisions within authority level and supporting others to take accountability and make decisions within authorities delegated to them• Supporting customers through a time of what can be very stressful • Managing team members is an environment of change and frustration Show less

Claims Officer

• Oct 2010 - Mar 2011

• General Claims handling, • Assist team by coaching, answering questions • Allocating work when Team leader is not available • Managing and dealing with all complaints from all areas within the EQC • Building Relationships with field office peers to help deliver a better turnaround time on complaints • General Claims handling, • Assist team by coaching, answering questions • Allocating work when Team leader is not available • Managing and dealing with all complaints from all areas within the EQC • Building Relationships with field office peers to help deliver a better turnaround time on complaints

Leader Commercial Property Claims

• Feb 2005 - Sep 2010

• Direct responsibility for the management of a team of 15, ensuring all personal targets are exceeded as well as assisting in the achievement of business objectives. • Managed all aspects of operations as well as building and managing excellent relationships with brokers which includes implementing and overseeing meetings and arranging bespoke claims service, This included some of the UK’s biggest broker networks such as OAMPS, Giles, JELF and SME. • Ensure all HR matters are dealt with including absence management, one to one meetings and team and individual performance management. • Assist all team members in delivering exceptional customer service, overseeing any issues through to resolution. • Continually demonstrate effective negotiation and influencing skills in all broker dealings, resolving all queries and ensuring excellent communication channels are maintained. • Oversee all tasks and projects, ensuring an accurate and timely delivery from all team members. Show less

Team Leader

• Jan 2004 - Dec 2005

• Managing the delivery of high standards of business to business client service. • Responsible for all aspects of HR within the team, including recruitment, training and development, appraisals and disciplinary matters. • Supporting and mentoring new members of staff. • First point of contact in cases of escalations, resolving issues within the boundaries of company policy and protocol. • Identifying and dealing with discrepancies and queries, liaising with relevant parties, implementing procedures for resolution. • Meeting with clients (IFA’s) on a face to face basis, discussing individual requirements and producing action plans for the maintenance of custom and service standards. • Maintaining a detailed knowledge of products and services, including those of competitors in the open market place. • Attending to and contributing in regular team and managerial meetings. • Completing a range of administrative duties commensurate with the role. Show less

Leader - Personal Insurance Claims

• Jan 1999 - Oct 2004

• Managed and supported a team of staff, ensured internal KPI’s were achieved. • Implemented training programmes for new and existing staff, updating knowledge on company policy and statutory regulations. • Involved in the recruitment of new team members. • Assisted in the resolution of problems and queries from customers. • Motivated team members through the introduction of incentives, leading to a greater focus on customer service and revenue targets. • Dealt with more difficult clients in order to support team members. Show less