Chris Carr Email & Phone Number

Thornhill, Ontario, CA

Bermuda, BM

Oversee the teams supporting the front end of our client data ingestion processes and technologies, identifying admin system issues and resolving with vendors, consulting on downstream people, process, data, and technology improvements across North America and Globally.

Bermuda, BM

Oversaw the Model Office Team during post launch phases of a new global admin system; established a technical support model and kpis, design and testing of technology enhancements, and lead the creation of a regression testing framework.

Markham, Ontario, CA

• Led the department of 125+ people responsible for the customer service and adjusting of personal and commercial auto damage claims for Ontario, Western Canada, and the territories.
• Build a demand vs capacity model to better predict seasonality and CAT event impacts, overhauled the recruitment and onboarding reducing first year turnover.
• Utilized Systems Thinking methodology to identify, prioritize, and execute improvement opportunities, involving the front line staff in experiments towards better ways of working.

Markham, Ontario, CA

• Coordinated the back-office response to the Fort McMurray fire, including: daily executive meetings, analytics and statistics reporting, coordinating finance, actuarial, claims, and reinsurance resources towards an.
• Deep dive into leadership capability assessments through the acquisition and integration of RBC Insurance; identified the early days risks to the business plan and engaged stakeholders in remediation efforts.
• Facilitated the 2017 Op Plan process, including project scoping and prioritization to identify $45M in expense and indemnity opportunity.

Toronto, Ontario, CA

• Rebuilt the department responsible for the investigation of fraud.
• Oversaw the build, test, and launch of AI based fraud detection software, including design of processes, controls, kpi's/reporting, and ongoing relationship management with the supplier.

Toronto, Ontario, CA

• Developed the Claims Target Operating Model (TOM) through facilitation of workshops with internal staff, ADKAR disciplines of change management, organizational design, and collaboration with Human Resources.
• Incorporated how people, process and technology will work together to improve business performance, customer service, and people engagement through a detailed iterative review of workload segmentation, workflows, core.
• Developed a new Productivity Model as the key measurement standard across the entire claims division prior to, during, and after change is complete.

Toronto, Ontario, CA

• Assisted the SVP Claims in managing the communications, operations, reporting, and delivery of claims services across Canada, including the coordination of resources in the division to complete or contribute to.
• Identified gaps in processes and results, launched projects to address and make significant contributions to expense reductions and reinsurance recoverable.
• Delivery of weekly and monthly quantitative and qualitative reporting to the Canadian Executive about Claims activities, including the design and composition of new reports and formats to better meet the evolving needs.

Toronto, Ontario, CA

• Managed the day to day activities of twelve direct reports in the Atlantic Auto Physical Damage and Claims Administration teams, including motivating staff, auditing, file reviews, authorizing payments, directing.
• Developed a process proposal to a broker and implemented satellite Claims staff in the brokerage to handle the unique service preferences of their clients.
• Implemented a new Vehicle Rental procedure which included an in-house representative improving efficiency of claims adjusters, administration staff, and facilitating faster service for our clients.

Toronto, Ontario, CA

• Launched a series of projects to evaluate all claims processes across Canada, identify process efficiency opportunities and use Lean Six-Sigma tools to make improvements.
• Reduced Ontario Accident Benefit Independent Adjuster spend by 53% and interest payments by 80%.
• Identified inconsistent use of Property Independent Adjusters across all claims offices, and used Lean methods to engage front line claims handlers in developing more efficient processes.
• Redesigned the weekly data and analytics supplied to the executive team, improving the clarity of information, time to compose, and automated reconciliations
• Assessed the feasibility and built the supporting business case for a National Subrogation Team.
• Conceived and oversaw MI development of an expense management tool to reduce ad-hoc requests requests and evolved into the primary method of measuring claims handling expenses to control LAE

CA

• Externally facing responsibilities:
• Primary technical contact and liaison between Microbonds and its customers, licensees and industry partners for applications, technical issues, marketing and strategic discussions.
• International consultation to customer, licensee and industry partner management on the execution of product feasibility and qualification at customer sites, and strategic value added benefits for future generations of.
• Composed, negotiated and managed multiple R&D Statements of Work with alliance partners to co-align business objectives, marketing initiatives, expertise and resources.
• Provided guidance and direction to the technical and research staff of industry customers, licensees, and partners on the best practices for implementation and use of the product within the existing manufacturing.
• Managed internal research team to accomplish multiple top-priority projects to satisfy internal and external demands; from identification of demand and building a project framework, to release of deliverable.

Master Of Business Administration - Mba, Management And Change

Masc, Mechanical Engineering

Basc, Mechanical Engineering

Data Analytics Certificate

Cip, Claims