Experience

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  NZI

  • New Zealand
  • Insurance
  • 300 - 400 Employee

  • Product Manager - NZI Transformation

    • Jun 2023 - Present

  • Principal National Broker Partner

    • Jan 2022 - Apr 2024

    The role:Develop, promote, support, and deploy national strategies, in collaboration with broker partners and NZI distribution network, that improve relations, encourage growth, retention and improved operational functionality

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  Ando Insurance Group Limited

  • Auckland, New Zealand

  • Digital Project Co-ordinator

    • Sep 2018 - Jan 2022
    • Auckland, New Zealand

    The role: Facilitating business improvement across the company in line with strategic objectives.Skills developed/practiced: General insurance, Leadership & Management, Customer focus, Problem solving & Negotiating, Relationship management, Strategic planning, Commercial acumen, Project managementOutcome: Reviewed and identified improvements to enhance quality assurance and meet governance requirements Reviewed, identified and coordinated deployment of improvements within the claims function to improve operational management, reporting and manage claim costs Reviewed, identified and coordinated deployment of underwriting improvements to improve portfolio performance  Delivered target % loss ratio – Reviewed, identified and coordinated deployment of cross portfolio underwriting and operational improvements to achieve improvement in the overall company loss ratio Delivered, on time and exceeding expectations, Commercial Lines connectivity project - full policy lifecycle for multi-line commercial insurance with key broker partner

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  Cove Insurance

  • Takapuna, Auckland, New Zealand

  • Chief Underwriting Officer

    • Jan 2018 - Aug 2018
    • Takapuna, Auckland, New Zealand

    The role: Product development and preparation for Cover Holder status.Skills practiced: General insurance, Problem solving, Strategic planning, Commercial acumenOutcome: Product suite and guidelines created, and Lloyds Cover Holder status achieved

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  Sweeney Townsend Insurance

  • Rotorua, Bay of Plenty, New Zealand

  • Chief Operations Officer

    • Mar 2017 - Dec 2017
    • Rotorua, Bay of Plenty, New Zealand

    The role: Review and refresh the current business model and operational processes to build a platform to meet future business and regulatory demands whilst enabling continued growth and profitabilitySkills developed/practiced: General insurance, Leadership & Management, Customer focus, Problem solving & Negotiating, Relationship management, Strategic planning, Commercial acumen, Coaching and Talent developmentOutcome: General Management – Co-ordinated and delivered a refreshed strategic plan developing a platform for ongoing growth and compliance Governance o Reviewed and improved processes and procedures ensuring compliance to all relevant statutory requirementso Introduced management reporting for ongoing monitoring Staff management o Refreshed employment contractso Introduced KPI’s, reporting and measureso Introduced staff training and development plans Process managemento Co-ordinated review of operational processes, introducing best practice operational processes, reducing waste and operational costs Document/Knowledge managemento Developed templates to support the sales process, ensuring all compliance requirements were met Facilities management - Identified, negotiated and co-ordinated relocation to new premises, with improved street appeal and foot traffic/customer access, increased space and reduced operational cost.

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  QBE Insurance New Zealand

  • Auckland, New Zealand

  • Personal Lines Manager

    • Jun 2014 - Dec 2016
    • Auckland, New Zealand

    The role:Create and deploy Intermediated Personal Lines solutions, adding to QBE’s market offering Skills developed/practiced: General insurance knowledge, Leadership & Management, Problem solving, Relationship management, Strategic planning, Commercial acumen, Portfolio management. Project management, Coaching and Talent DevelopmentOutcome:Built a high performing team that: Developed and deployed the personal lines strategy  Created & launched a full lifecycle Personal Lines product suite on 2 digital platforms, ensuring connectivity to all intermediated customers and end to end automated processing In collaboration with QBE Australia, developed and deployed a claims and supply chain solution Within 3 years, grew a stable, sustainable, $17million Personal Lines portfolio

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  Vero Insurance New Zealand

  • New Zealand
  • Insurance
  • 300 - 400 Employee

  • National Sales Deployment & Relationship Manager

    • Nov 2010 - May 2014

    The role: Be the ‘Broker’s Champion and Voice’ within Vero. Promote, support, and develop relationships with Broker partners that will provide sustainable growth and profitable outcomes for all key stakeholders Skills developed/practiced: General insurance, Leadership & Management, Customer focus, Problem solving, Relationship management, Strategic planning, Commercial acumenOutcome: Achieved above average growth with key business partners over a 3-year period Facilitated deployment of Personal Lines digital strategy reducing operational costs Developed & facilitated communications plan to support key partners during the Canterbury Natural Disasters  Contributed to key partner & customer education, designing & delivering training & seminars nationally

  • Claims Service & Improvement Manager

    • Feb 2007 - Oct 2010

    The role: Lead and improve the Northern Region Operational Claims response, ensuring the best claims outcomes for all key stakeholders (customer, broker, suppliers and Vero). Achieve a best in breed reputation Skills developed/practiced:General insurance, Leadership & Management, Customer focus, Problem solving, Project management, Relationship management, Strategic planning, Commercial acumen, Process management, Coaching & Talent developmentOutcome: Successfully managed:o 40 staff (35 claim handlers/5 business improvement) o To reduce claims cost by $26/claim o To reduce claims handling expense ratio by $18/claim  Successfully delivered:o Improved Claims Service Modelo Operational measures & reportingo Standardised staff performance & reward measures & reportingo Staff training and development program  Consistently achieved:o 85%+ Customer satisfaction o 80%+ Staff engagement

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  Tower Insurance

  • Auckland, New Zealand

  • Insurance Consultant

    • Jun 2006 - Dec 2006
    • Auckland, New Zealand

    The role: Review current claims process and procedures and develop/document best practice ‘2B’ claims process and procedures for inclusion in a request for a technology solution proposal Skills developed/practiced: General insurance, Leadership & Management, Customer focus, Problem solving, Commercial acumen, Claims processOutcome: Best practice ‘2B’ claims process and procedures documented In addition, based on 2B process and procedures, designed and delivered web-based electronic claim notification and management system

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  Allianz Insurance

  • United Kingdom
  • Insurance
  • 700 & Above Employee

  • Head of Claims - Animal Health Division

    • Feb 2002 - Sep 2005

    The role: Lead the division’s claims department to develop and achieve strategic outcomes of best in breed for reputation, operational management, and claim cost control. Skills developed/practiced: General insurance, Leadership & Management, Customer focus, Problem solving, Relationship management, Strategic planning, Commercial acumen, Process management, Coaching & Talent developmentOutcome: Successfully managed:o 50+staffo claims budget of circa £97mo expense budget of £3.5mo processing of 1,500+ claims daily Successfully delivered:o Claim automation from lodgment to settlement with improved customer service & reduced operational costs o Reduced loss ratio through improvements in claim managemento Staff development program

  • Head of Insurance - Animal Health Division

    • Mar 1996 - Jan 2002

    The role: Lead the division’s Risk Management and Business Improvement department to achieve strategic outcomes of compliance to all statutory regulations including Financial Services Act (FSA) and Sarbanes Oxley Act (SOx), managing complaints and feedback, making improvements to system, process and/or people training as required, and championing continuous improvement culture. Skills developed/practiced: General insurance, Leadership & Management, Customer focus, Project management, Problem solving, Relationship management, Strategic planning, Commercial acumen, Coaching & Talent developmentOutcome: Successfully managed a team of 13 staff across 4 functions:o Trainingo User Acceptance Testing o Quality assuranceo Complaints & compliance Successfully delivered:o Requirements to meet FSA and SOx regulationso Divisional training programme and development plans, improving staff engagement and quality review resultso Improved recruitment process, improving staff retentiono Automated system testing utilising Test Director and WinRunner, reducing operational costs