Advancing the business and growth ambitions, I have worked with the Directors and led a number of interventions. This has included critical structural changes, capability builds and technology deployments, maturing the overall business.

Accountable for growth of a sizeable business including management of all aspects of ops/shared services with the exception of finance and HR. I rebuilt the company’s reputation and maintained its capacity to trade post a highly public fraud, steering the business through this critical fraud crisis and back to financial health and growth. Leading strategy and execution for operating model transformation to support the business’ ambitions while achieving critical cost savings. I resolved a significant cash crisis by successfully unblocking and re-engineering cash flow processes between APAC, London HO and carriers after the money transfer system collapsed. I was also heavily involved in inorganic activities including the acquisition of IUA to bolster our NZ business. Throughout, I focused on leveraging technology for business efficiency and scale, including delivering a 3-year technology transformation, launching a new end to end operating system across ANZ and strengthening our cybersecurity resilience across all systems to ISO 27001 standards. I also led the company and the wellbeing of our people through Covid, mobilising the entire APAC workforce to indefinite 'out of office status' within 72 hours with no outages or disruption to clients.

I was promoted into a newly-created position to support the MD and oversee the build-out of new products whilst enhancing existing products. I overhauled the company’s underwriting criteria and rating to improve accountability and underwriting quality. I improved underwriting performance and reporting, restructuring product and underwriting team structures for greater discipline and governance. I positioned DUAL as a pioneer in effective underwriting governance, and established and chaired both a formal Underwriting Committee and a Risk and Compliance Committee. I was selected from among 4K staff worldwide as a Group “Future Leader” and invited to attend an intensive, 10-day Future Leaders course in London.

I was approached by DUAL to begin a 'start up' business to launch a new suite of insurance products in the Accident and Health field. I established DUAL as a major player in the A&H market, exceeding planned 3-year revenue targets. I diversified the business by building a dedicated A&H team and launching 7 new products, adding to DUAL’s existing portfolio of financial lines. I secured Lloyds of London capacity to write DUAL’s A&H business in Australia and engaged a critical third-party claims provider and international assistance company to manage medical and travel-related cases and claims. I won multiple awards for product excellence and became known as a disruptor who helped the company become more resilient through diversification.

Promoted to grow the Accident & Health line into the mid-market insurance space while continuing to build a strong presence with corporate clients and lead the Victorian A & H team. Key external clients and stakeholders included large corporate clients, global insurance brokers, mid-market and small-market brokers, travel assistance agencies and third-party claims companies. I increased GWP 15-20% annually and positioned the company as the #1 corporate A&H provider in Victoria, becoming the leading emerging employee benefits (EBA's) and expat/inpat medical insurance markets. We also entered the lucrative but complex consumer credit insurance market. I spearheaded the implementation of a new global underwriting system to replace paper processes and multiple systems and elevated service standards whilst deepening relationships with large accounts by creating a broker visitation programme to build rapport and understand client needs.