Barbara Irwin Email & Phone Number

• Utilise industry knowledge, delegations, understanding of legal principles, internal policy and procedure interpretation, knowledge of EDR scheme approaches and internal focus areas to analyse and determine the appropriate course of action on disputes received via the EDR scheme. • Showing an awareness of community expectations in the financial services sector balanced with commercial acumen.• Accountable for the quality, appropriateness and timeliness of all submissions and dispute related correspondence to EDR schemes and regulatory bodies, including the Australian Financial Complaints Authority (AFCA), Office of the Australian Information Commission (OAIC), Australian Human Rights Commission (AHRC). • Correspond and communicate with customers who have lodged complaints with an EDR scheme.• Utilising and applying discretion whilst proceeding through the EDR scheme process (engaging with parties to a TCC to resolve a matter or proceeding to Preliminary View or Determination).• Accurate recording of all complaint related information on the Group’s complaint database, and other internal systems as required.• Identify emerging issues.• Identify and Escalate vulnerability.

• Deliver operational excellence within Disaster Response and Event Claims to create an effective high-quality, low-cost operation to meet customer, employee and shareholder objectives. • Understand, communicate and implement planned strategies, to improve and deliver effective Event claims management and distribution, contributing operationally to our Best-in-Class customer experience and performance objectives. • Work closely with stakeholders across Disaster Response and Event Claims, including Performance Advisors, Team Leaders and Managers, to effectively manage the distribution of claims across teams, by ensuring the most efficient use of resources and enabling our Claims Management teams to deliver brilliant customer experiences. • Maintain and manage Disaster Response and Event Claims operational services, including overseeing any equipment need, and facilitate the management of property repair, issues and replacements. • Liaise with the Performance team, Operations Advisors, Disaster Response and Event Claims Managers and related stakeholders to optimise real-time and proactive claims management and develop creative solutions to ensure best practice and improved claims management processes. • Identify continuous improvement opportunities and assisting with process reviews, enhancements and solutions, to assist the Disaster Response and Management Leadership Team in ensuring operational excellence. • Oversee the coordination of the Disaster Response and Event Claims lodgement support by liaising with our Customer Engagement business partners. • Lead and develop the capability of the Operations Specialist through effective coaching, mentoring, professional development and performance management.

-Providing high quality assurance support for the Insurance claims and Operations business to strengthen existing oversight and monitoring practices of compliance obligations to align regulatory and community standards.-Harmonizing and supporting the execution of compliance risk activities for Insurance claims and Operations through strong collaboration with the Insurance risk community, with the intent to strengthen controls related to risk management prevention, detection, control management and mitigation of known and/or emerging business risks.-Perform deep dive investigation into issues to understand if requirements are being met, propose recommendations to remediate issues and improve results.-Conduct analysis into breaches and facilitate enhancements and remedial actions to strengthen the control environment and address root cause breaches.-Design and continue to improve key frameworks to ensure the governance of critical operational controls.-Strengthen the control environment through the systemization and automation of key controls and monitoring activities, allowing manual effort to be focussed on deep-dive trend analysis and further improvement.

Brisbane, Australia

To support the respective region with working loss claims management, as well as identify, plan and deliver on a portfolio of continuous improvement initiatives identified through IRIIS actions, QA outcomes, claim reviews, customer feedback, and department feedback – ensuring all initiatives are line with the Motor, Property and Specialty Claims strategy and goals.

Brisbane, Australia

• Support regional TSO team members and claims managers by providing technical expertise on products, systems, processes and procedures by responding to queries and by providing on the job coaching• Facilitation of workshops on a regular basis to train and educate PSC claims staff• Oversight and accountability for managing IIRIS issues on behalf of the Assess and Repair team• Coach and support the Regional TSO team members on escalation and complaint management and adherence to legislation and code of practice requirements• Identification of the root cause and source of complaints to mitigate and adjust claims processes• Gather and accurately record information about training, knowledge gaps, PDS anomalies to implement process, procedure and application improvement opportunities• Provide technical day to day operational business support including input to proposed technical procedure and PDS changes• Work collaboratively to manage workloads backing up all areas of the technical function• Contribute to operational activities within the Assess and Repair team

Brisbane, Australia

• Lead a team of current Client Managers through the Large Loss claims within the Northern Region of Suncorp PI Claims• Coaching, motivating and mentoring of new/current staff to become a high performing team.• Succession planning and yearly performance reviews• Allocation of work and management of outstanding activities• Monthly auditing and one on one discussions with staff• Delivery of feedback and training with regards to continuous improvement of myself and the team as a whole• Communication with internal an external stakeholders• Management of staff absence, leave and turnover• Monitoring Service level Agreements to ensure customer and business requirements are met• Proactively manage business changes and guide staff through change management• Motivation of Team members to meet both personal and business goals• Driving exceptional customer service standards within company guidelines• Complex dispute resolution • Weekly, monthly and quarterly planning of workloads and staff via Enlighten

Pune Area, India

• Design and develop business artefacts (SOPs, Training Materials etc.) to support transitioning Legal and regulatory compliance audits to WNS• Undertake BT UAT for applications, user profiles etc.• Provide training during offshore knowledge transfer • Accredit offshore team • Training of QA and TL roles and responsibilities• Support requirement for undertaking QA and calibration exercises during ramp-up. • On the job coaching for floor support during ramp-up. • Maintain tracker to capture exceptions that were not documented as part of initial training. • Assisting with BT troubleshooting during ramp-up. • Update business lead of progress and flag issues as soon as they arise

Brisbane, Australia

• Provide assistance to Client Managers on technical and service matters including escalations, delegations of authority, systems queries, decline letters, business procedures and policy/claim coverage questions • Contribute to creation of development plans by leaders for Client Managers through feedback on performance including, identified skills gaps and compliance quality standards• Build and maintain effective working relationships with peers and key stakeholders to help drive customer and business performance outcomes• Adhere to corporate and legislative compliance requirements in all interactions with customers and Client Managers• Ensure decisions are made to balance the Customer and Cost impacts in line with the PDS & PPG• Demonstrate an understanding of the Internal Dispute Resolution processes and ensure that all disputes are handled in accordance with standards, including managing escalated complaints• Actively contribute to continuous improvement opportunities through data analysis and observational evidence of trends or issues across or within teams.• Complete quality auditing and side by side monitoring to ensure quality of performance, adherence to process and procedure

Brisbane, Australia

• Lead a team of current and new Client Managers through the BAU claims within the Northern Region of Suncorp PI Claims• Coaching, motivating and mentoring of new/current staff to become a high performing team.• Succession planning and yearly performance reviews• Allocation of work and management of outstanding activities• Monthly auditing and one on one discussions with staff• Delivery of feedback and training with regards to continuous improvement of myself and the team as a whole• Communication with internal an external stakeholders• Management of staff absence, leave and turnover• Monitoring Service level Agreements and customer charters to ensure requirements are met• Driving exceptional customer service standards within company guidelines• Complex dispute resolution

Pune Area, India

• Process Reengineering• Process Documentation• Training Material Development• Training, mentoring, monitoring a team of new starters into a high performing team within the Process and Procedure frameworks that make up the way Suncorp PI claims do business.• Facilitation of PI Event Claims processes to Indian Partner WNS in Pune

Melbourne, Australia

• Lead a team of new Client Managers through a series of events including Christmas day hail storms, • Coaching, motivating and mentoring of new staff to become a high performing team.• Succession planning and yearly performance reviews• Allocation of work and management of outstanding activities• Monthly auditing and one on one discussions with staff• Delivery of feedback and training with regards to continuous improvement of myself and the team as a whole• Communication with internal an external stakeholders• Management of staff absence, leave and turnover• Monitoring Service level Agreements and customer charters to ensure requirements are met• Driving exceptional customer service standards within company guidelines• Complex dispute resolution

Brisbane, Australia

• Lead a team of new Client Managers through a series of events including Christmas day hail storms, Brisbane Floods, Cyclone Ului, Cyclone Yasi , major flooding to the south west of Queensland and general Natural Hazard claims within PI Claims • Coaching, motivating and mentoring of new staff to become a high performing team.• Succession planning and yearly performance reviews• Allocation of work and management of outstanding activities• Monthly auditing and one on one discussions with staff• Delivery of feedback and training with regards to continuous improvement of myself and the team as a whole• Communication with internal an external stakeholders• Management of staff absence, leave and turnover• Monitoring Service level Agreements and customer charters to ensure requirements are met• Driving exceptional customer service standards within company guidelines• Complex dispute resolution