Anna Collings-Richards Email & Phone Number

Australia

Brisbane, Queensland, Australia

o ANZIFF RG146 Tier 1 and 2 AccreditationKey Responsibilities:o Commercial and domestic claims including ISR, Public and Products Liability, Management Liability, Professional Indemnity, Management Liability, Personal Injury, Travel, Strata. o Claim allocation, daily workflow, portfolio management, reporting and data analyticso End-to-end case management o Complex claims including vulnerable clients represented by court appointed trusteeso Recruiting and training o Technical Guidance | mentoring o Develop and implement Claims Management Process and Procedureso Work in partnership with external stakeholders to facilitate strategic planning through collaboration o Network to maintain internal and external Stakeholder Relationships o Coordinate and manage Catastrophe Claims o Prepare and present technical presentations to the wider businesso Work cohesively with senior Brokers, Broker Advisors, and Administrative Teamo Work strategically with the Head Client Relationship Manager and Compliance Manager to identify and deliver improved business outcomes and initiatives o Excellent interpersonal and analytical skills coupled with a strong solution focused approach o Exceptionally high standard of communication, written and verbal skillso Microsoft Office Products

Brisbane, Queensland, Australia

• Provide strong leadership across multiple Claims Management Teams • Deliver high level end-to-end claims management and desktop assessments• Responsible for recruiting the right people• Conduct on-boarding and training to set new team members up for success• Delegate tasks with timeframe expectations including daily ‘stand-ups’• Oversee and manage day-to-day operations • Monitor and report on progress, metrics, SLA’s and Compliance• Review team priorities and workflow with senior management and other Team Leaders• Discuss conflicts and issues with team members and provide a safe and supportive space to resolve them• Recognise and reward high performance• Provide feedback and/or take disciplinary measures when necessary• Collaborate with internal stake holders to drive business objectives and client expectations• Work in collaboration with supply chain network to deliver on SLA’s, performance and cost expectations• Manage and nurture client and customer relationships• Facilitate fortnightly client meetings to discuss performance, data analysis, expectations, feedback• Deliver performance strategies and action plans, identify and map the team’s strengths with customer expectations• Introduced a quality control process to improve standards and efficiencies to meet client’s expectations• Provide continuous improvement through on-going coaching, mentoring, feedback, • Conduct monthly one-on-one meetings • Manage Performance Development Plans• Participate in weekly Operations and Team Leader meetings• Mediate customer complaints, investigate complex claims and disputes• Experience in Catastrophic Claims – rapid response, collaborate with all stakeholders, agility, fast track low value claims

Brisbane, Queensland, Australia

• Manage large loss and complex property claims• New claim registration and triage• Virtual technology• Responsible for daily tasks, setting goals, monitoring performance and results• Delivered daily reporting, analysis and metrics• Monitored compliance and delivery of SLA’s• On-boarding, training and responsible for on-going learning and development• Accelerated team performance through coaching and mentoring • Collaborated with internal stakeholders to streamline processes• Participated in client meetings to evaluate performance, review metrics and discuss feedback• Reviewed existing processes and internal SLA’s• Developed and streamlined new processes• Managed escalations, customer complaints and disputes

Brisbane, Queensland, Australia

o Management of Strata claimso Streamlined processes and procedureso Developed electronic claims processingo Recruitment, on-boarding, training and developmento High level networking, client and service provider engagemento High level engagement with Body Corporate Managers, Body Corporateso ASIC RG146 Tier 2; CQIB and NIBA membero Catastrophe claims management

Brisbane, Queensland, Australia

o Commercial and domestic Motor, Property, and Liability claims including Personal Injury, ISR, Contract Works and Travel claimso Complex and sensitive claims, complaints and disputeso High level of customer engagemento Liaised directly with Insurers and Business Development Managerso Developed and streamlined processes and procedureso Onboarding, training and development

Brisbane, Australia

o Manage the investigation and resolution of internal and external complaintso Strong stakeholder management o Optimise customer and compliance outcomeso Conduct research into relevant legislationo Investigate of systemic issues and eventso Demonstrate sound analytical and problem-solving skills o High level negotiation and decision-making skillso Engage with internal and external stakeholders – AFCAo Demonstrate advanced communication skills in preparing written submissionso Contribute to improving claims practices, outcomes o Endorsing the General Insurance Code of Practice and Insurance Contracts Acto Product knowledge

Brisbane, Australia

o Complex and disputed motor claimso Third Party motor claimso High level of solicitor engagemento Imparted liability and negligence knowledgeo Strong stake holder collaboration o Facilitated Mediation Conferenceso High level of customer support and attendance in court

Brisbane, Australia

o Commercial and Domestic motor claimso Third Party motor claimso Demonstrated effective negotiating skillso Resolved customer complaints and disputeso Imparted liability and negligence knowledgeo Professional report writing capabilitieso Effective interpersonal skills

Bachelor Of Arts (B.A.), Sociology

Insurance And Risk Management, Asic Regulatory Guide 146 Tier 1 And 2 Accreditations