Bryar Pearce Email & Phone Number

Greater Sydney Area

Sydney, New South Wales, Australia

Head of Operations for Australian based third-party service call centre delivering home claims insurance service. Responsible for success of key metrics, profitability and strategic agenda of Operations and Workforce Management.

Senior management role responsible for driving the strategic agenda of the Operations team to ensure continued growth through effective management of Technical Training, Change Management, operational support functions and Product Owner engagement.

Manager role within Personal Lines division responsible for quality customer service and timely lodgement of all claims received via the Contact Center, Emergency Assistance team or online lodgements

Management role within the General Insurance Retail division; managing a cross-functional team which provides various support functions to assist in maintaining high levels of customer service, mitigate risks and leakage within the Claims and Service teams through identifying and managing process improvement opportunities.

Leadership role in major projects overseeing transfer of knowledge between onshore business and offshore Vendor, and ensure training goals and objectives met in time and on budget. Managing the development and implementation of all knowledge transfer material, including Standard Operating Procedures, Quality Assurance and Accreditation approaches, as well.

Provide support to a partnering project for development of knowledge transfer materials, training agendas, session plans and accreditation. Assist on the ground once the project transitions off shore, managing items such as change and development of materials, participating in Agile sessions to achieve project goals and deliverables.

Managed a team of 12 people to achieve individual and team based targets to contribute to department goals.Providing individual feedback monthly to team members to focus development points.Travelled interstate to assist the department nationally with training to fill knowledge gaps on system and process. Training leaders interstate on reporting tools to.

Provided training courses that included both soft skills and product knowledge. Created and developed training and reference material for courses. Provided reports on training completed as well as additional support after training was completed for those that required it. Developed strong relationships with managers and leaders for the departments that I.

Managed a portfolio of claims in which liability was reviewed and taken into consideration to achieve the best financial outcome possible for the claim and company.

A face to face role with customers in a Service Centre providing quotes, updating policies for Motor, Home and CTP policies, assisted with the management of vehicles arriving for assessment to be repaired.

Audited pre recorded phone calls to ensure compliance with underwriting guidelines, government requirements and service standards were met.

Contact centre role providing quotes and processing the sale of motor insurance policies.

Certificate In Executive Management And Development

Diploma Of Project Management

Certificate Iv, Training And Assessment