Experience

• 

  Ando Insurance Group Limited

  • Auckland, New Zealand

  • Head of Claims Partnerships and Services

    • Aug 2015 - Present
    • Auckland, New Zealand

• 

  IAG New Zealand

  • Distribution Manager- Westpac

    • Mar 2015 - Jul 2015

• 

  Lumley General Insurance (N.Z.) Ltd.

  • New Zealand
  • Insurance
  • 100 - 200 Employee

  • Claims Manager - Earthquake Response (Secondment)

    • Jun 2014 - Mar 2015

    ROLE PROFILE: The purpose of this role is to lead the LGINZ- Earthquake Claims teams to deliver a superior claims and customer experience across both Commercial and Domestic customers. I lead the Lumley General Insurance Earthquake Claims response for Commercial and Domestic Claims, in addition to the Operational and Technical delivery and resolution of Earthquake Claims - circa 30 staff across 17,005 claims.

  • Channel Manager - Westpac (Secondment)

    • Sep 2013 - Jun 2014

    ROLE PROFILE: The purpose of this role is to lead the strategic development of the Westpac Bank business for Lumley. This role is currently responsible for 4 direct and 80+ indirect reports. I led the development and deployment of a Westpac Insurance strategic plan covering: key partner relationship management, sales and operational excellence. Establishing agreed P+L budgets for Westpac general insurance products and ensuring the Lumley operational teams and Westpac sales force achieve these budgets and deliver overall sustainable profits for personal products. ACHIEVEMENTS:- Leading the delivery of Key Service Factors in the joint venture agreement with Westpac for the Sales and Underwriting teams plus the Claims teams. Reviewing and reframing Process, Resource and ensuring we had the right people in the right role to get the job done effectively.- Whilst managing the Channel for Westpac there was a strategic initiative to increase market share for the Westpac Fire and General Business. Working with Westpac and my team to consider all options and developed a key retention/ cross sell strategy. This contributed to one of the strongest financial results for that particular financial year.

  • Claims Operations Manager - Broker

    • May 2011 - Aug 2013

    ROLE PROFILE: This role was completed alongside the Commercial EQ Claims for a period of time. My responsibilities was to oversee the operational functions of the Broker Claims teams by managing Claims and Recovery operations across all Broker COE’s and Branches. This required excellent relationship building skills and a thorough knowledge of the Claims strategy and business goals.ACHIEVEMENTS: - Leading the transformation of the Lumley Debt Collections Team. Quickly establishing a result focused team. - Achieved the highest staff survey engagement result for the Lumley Debt Collections Team (Lumley NZ) 2011/2012.

  • Commercial EQ Claims Manager/ Claims Operations Manager-Broker (Secondment)

    • Aug 2012 - Dec 2012

    ROLE PROFILE: The purpose of this role was to lead the LGINZ Commercial Earthquake Claims Team and ensure a superior claims experience for the customers and our partners by leading, coaching and developing a high performing, customer centric team that ensured timely delivery of service. ACHIEVEMENTS: - Provided a full assessment of the company exposure for both financial and reputational risk. This involved a significant refocus for the team that achieved a 50% reduction in open claims and enabled cost certainty for our shareholder within 3 months.- Successfully led the operational review for Commercial EQ Claims.- Identified key segments and implemented strategies to ensure reserve stability, defining the Lumley approach to Commercial EQ that we have today.

• 

  Lumley General Insurance (N.Z.) Ltd.

  • New Zealand
  • Insurance
  • 100 - 200 Employee

  • Claims Excellence Project Manager (Secondment)

    • Apr 2010 - Dec 2010

    ACHIEVEMENTS: - A key role in the successful integration of One Motor. A transformation of two Motor Assessing teams into one Unit.- Led the full end to end Claims Review for Lumley Earthquake Response.- Worked with other Key Claims people within the wider Broker Claims Teams to develop Quick Reference Cards to enable the quick and efficient processing of claims. Key development for Lumley customer experience/engagement.

  • CMV Development Manager

    • Jan 2010 - Apr 2010

    ROLE PROFILE: The development of profitable new business opportunities for the Commercial Motor Vehicle portfolio, including identifying the opportunity for new clients and the development of new initiatives within existing business. Coordinate CMV action planning with each Branch and then ensure agreed actions are completed by relevant COEs. Identify cross-sell opportunities and then liaise with relevant stakeholders to realise these opportunities. Oversee the analysis of business needs of clients and stakeholders to help identify problems and prepare recommended solutions to achieve business improvement in processes, products and technology within the CMV portfolio.

  • Operations Claims Manager - Commercial Motor COE

    • Jul 2008 - Jan 2010

    ROLE PROFILE:Effective and efficient management of the supply and demand for resources (consideration for cost, time and quality dimensions). Work management framework (current and future outlook), manage prioritisation of tasks, in line with 'Customer First Principle,' available resources and on-going assessment of the ability to deliver in line with required service standards. Provision of required performance reporting (preparation and ongoing refinement of Balance Scorecard reporting). Drive Commercial Motor claims Customer service and general improvement initiatives as well as the definition and ongoing refinement of required service standards. Work with team managers to facilitate the development of a training and development framework for each claims handler whilst ensuring optimal utilisation of Guidewire capabilities (work scheduling, reporting and base data). ACHIEVEMENTS: - Successfully worked with the Commercial Motor Claims Team to identify opportunity to refine claims process and structure.- Developed a customer centric environment to ensure the delivery of a positive claims experience for customers and Brokers.- Worked closely with the Guidewire Project Team as an SME to implement a new claims management system – Claims Centre for CMV.

• 

  Lumley Business Solutions

  • Claims Manager - Westpac / Team Leader - Fire & General Insurance

    • Nov 2007 - Jul 2008

    ROLE PROFILE: Provide direction and leadership to support the strategic business plan to develop the Westpac claims department. This included leading the technical Westpac Claims response, monitoring performance against budgets, identifying trends and take remedial action where necessary. ACHIEVEMENTS: - Significant development and engagement to turn around an underperforming team. - A full review of end to end processes resulted in a 40% reduction of open claims and achieved significant savings.

• 

  RBS Insurance

  • United Kingdom

  • Personal Injury Manager - Technical Motor Claims

    • Jul 2000 - Sep 2007
    • United Kingdom

    ROLE PROFILE: Assessment and accountable to ensure development of the team. Monitoring negotiating skills and providing Monthly 1-1 and quarterly appraisals. Regular work returns/ Balance Score Card Reporting directly to the General Manager. 6 monthly Regional Manager Presentation. Involved a full assessment of our current performance.ACHIEVEMENTS: - Joined the company in 1995 as a Tele-claims operator quickly developing my skills and education to become a highly skilled and motivated technical claims consultant.- Senior Personal Injury Claims negotiator.- Personal Injury Team Manager.- Successfully developed a Fast Track Department which was piloted in my region and then then implemented around other core regions in the UK.- During a period of 3 years awarded 4 Director Awards from the Managing Director.- A finalist for Chief Executive Awards on 2 occasions.

• 

  Crowe Insurance @ Lloyds

  • Bristol, United Kingdom

  • Commercial Motor Claims

    • Mar 1998 - Mar 2000
    • Bristol, United Kingdom

    ROLE PROFILE: Responsible for Commercial Motor Claims including Bodily Injury Claims. Working with major bus companies to ensure effective Risk Management for their employees/drivers.

• 

  Direct Line

  • Bristol, United Kingdom

  • Team Leader

    • Jan 1995 - Mar 1998
    • Bristol, United Kingdom

    ROLE PROFILE: Starting my insurance career as a Claims Handler working across all personal lines and included specialities in uninsured loss recovery and liability disputes.