Andy Phung-Hanna Email & Phone Number

Melbourne, VIC, AU

Melbourne, Victoria, Australia

Delivery and Ways of Working Consultant for the Motor Claims Customer Value Program, a major transformation initiative aimed at enhancing customer outcomes across multiple value chains.

Melbourne, Victoria, Australia

Management of daily operations, including planning and prioritisation of work for ‘run and change’ teams across insurance platform engineering teams in Digital Enablement, Claims and Supply Chain and Corporate Enterprise Applications. The three teams, which include 45+ FTE across 3 countries (Australia, India and South Africa) manage the entire BAU and.

Melbourne, Victoria, Australia

Scrum Master for 3 squads (22 FTE) of experienced architects, analysts, engineers and developers across Application Integration and Service & Asset Management platforms with differing levels of agile maturities, delivering complex business solutions across group, insurance, banking and finance functions.Key Accountabilities:- Ensuring scrum cadences take.

Melbourne, Victoria, Australia

Managing the delivery of the Insurance Productivity Program (IPP) across Insurance Claims and Operations to over 1700 FTE.Program Objective:- Implementation of an external productivity tool (Verint) to improve business processes and customer outcomes by using focusing on efficiency and productivity gains within the business’ claims teamsKey.

Melbourne, Australia

Leading the delivery of the Insurance Regulatory Change Program for Motor, Home and Liability claims across Consumer and Commercial Insurance business units. Regulatory Programs Delivered:- 2020 General Insurance Code of Practice, incorporating: Part 5 Service Suppliers, Part 8 Claims, Part 9 Customers Experiencing Vulnerability, Part 10 Financial.

Melbourne, Australia

My program of work is crucial role in the delivery of the Motor, Property & Specialty Claims (MPSC) strategy by planning, directing and leading the development and implementation of major initiatives.Projects Delivered: - Successful transition of an offshore customer contact and payments team back to an onshore contact centre (inc. project scope, planning.

Melbourne, Australia

- Supporting the Motor Claims Assessing & Repair teams in identifying actions and measures through data analysis that will assist in the delivery of national financial and customer targets ensuring national consistency - Identifying and analysing industry trends, competitors, potential repair panel adjustments, and the auditing of the repair panel against.

Melbourne, Australia

- Management of daily operations for motor vehicle assessment centres in Braybrook, Preston,Total Loss Direct Victoria (Manheim, Altona North) and the Victorian Motor Client Management team - Coaching and development of up to 12 Customer Service Officers and 9 Motor Assessors - Solid understanding of Suncorp's Assessing model and the Suncorp Personal.

WNS Global Services Pune, India

- Full end-to-end experience in a Business Process Outsourcing project - Project Management using Agile methodology - Solution Design for motor and home claims leader pieces (process mapping and creation of standard operating procedures for business/claims system access, all methods of reporting, Suncorp DoA procedures, complaint handling etc) - Proactive.

- Management of Suncorp’s first multi-brand mass vehicle assessment centre after the Victorian Christmas Day Hail storm in 2011 - Establishment of a site, suppliers, staff and other resourcing 3 days post event - Overseeing a centre of 40+ direct FTE - 22,000 vehicles assessed within a 7 week period - Building sound relationships with specialist PDR.

- AAMI Sales and Customer Relations (Motor, Home and Travel Insurance) - AAMI and APIA Claims Lodgement (Motor Claims) - AAMI Customer Service Centre (North Melbourne Assessment Centre) - Suncorp Motor Client Management (Motor Claims)