As the COO and member of the Executive Team, I am responsible for managing the day-to-day operations of the business while ensuring the organisation is able to achieve strategic objectives and deliver a market leading customer experience to clients.Role-modelling a progressive, hands-on and collaborative leadership style, I manage over 200 multicultural, diverse and high-performing professionals, provide direction and support to the team and enable open communication and staff engagement to drive the business’ overall success.

Key Achievements:• Champion a culture of service excellence in all facets of the business, drive initiatives like the Good to Great Customer Outcomes Programme to continually exceed customer expectations. • Achieved 5-star ratings in all operational areas in the lewers survey while becoming market leaders across all health and life insurance businesses.• Spearhead teambuilding, engagement and staff wellness checks to ensure staff and workplace satisfaction remains at an all-time high.• Established a culture of innovation and continuous improvement and delivered a modernised and updated document management system, redesigned the operational workflow and KPI metrics system and significantly improved efficiency, transparency and operational integrity.• Designed and implemented risk and compliance controls across all facets of business operations. Maintained oversight and full accountability for all operational controls.• Pioneering, at the time, the single largest project since the business’ inception, manage vendor negotiations, support internal teams through the transitional stages and maintain oversight on a substantial project budget. Key Expertise:• Leadership • Strategic Planning • Customer Service • People & Culture • Continuous Improvement • Project Management • Financial Management • Risk Management • Relationship Management • Governance

In this role, I was responsible for the end-to-end management of the New Business Function while continually aligning organisational objectives with team outputs to drive greater success levels.Showcasing an astute business acumen, I devised and implemented a range of business development strategies to better manage the business lifecycle thereby establishing a loyal customer base with key insurance advisors, improved account management processes and set KPI targets.Key Achievements: • Leveraged data-driven market insights to set, manage and achieve KPI targets, established clear roadmaps and plans to achieve team objectives and effectively contributed towards the best financial year in the business’ history.• Collaboratively worked with account managers, senior leaders and industry experts to manage the business’ pipeline, improved internal processes from initial interest to application screening, approval and issuance of policies and increased conversion rates by over 7% annually. • Led the restructure of the team to better utilise individual skills and talents, supported teams during the transition to new roles and responsibilities and significantly improved team deliverables as a result of a more motivated, challenged and engaged workforce.• Maintained an overview of the business unit’s operating budget, resource limitations and financial obligations, ensured all deliverables were met within budgetary requirements and provided valuable insights into budget and financial management decisions at a senior management and executive level. Key Areas of Expertise: • Leadership • Strategy Development• KPI Target Management • Business Development • Change Management • Financial Management

As a Claims Manager, I played a key role in redesigning the claims management process while enabling the team’s success in managing a substantial increase in volume.Key Achievements: • Led the team through a significant period of growth while the team grew from 4 to 14 staff members and maintained a focus on people and processes to achieve the best results from the team. • Contributed to the development and implementation of a fully functioning, bespoke claims management system, ideated our individual requirements and ensured the system met our changing needs.• Instilled a focus on continual improvement within the team, implemented measuring systems that provided a clear view of the customer experience and proactively reviewed and identified areas of improvement thereby mitigating and managing risks.• Significantly improved the claims reporting process alongside our actuarial team, established robust reporting which directly impacted solvency and provability.• Nurtured relationships with the Insurance and Savings Ombudsman (IFSO), led the complaints management process and maintained the integrity of reinsurance relationships from a claim’s perspective.Key Areas of Expertise: • Leadership • Claims Management System• Training & Quality Assurance • Claims Reporting • Relationship Management

Managed the adviser (broker) team, delegated work and appointments, set sales targets, ran meetings, and facilitated sales training. Identified new business opportunities and established strategic alliances to generate leads. Designed and produced sales reports for the upper management team.

Implemented a new process for the creation of personalised financial risk recommendations. Created personalised financial life risk and fire and general insurance recommendations, as well as proofing and signing off others. Managed a small team, ensured the process was adhered to and up to regulatory standards, as well as provided ongoing role-specific training.

Identified clients insurance and/or superannuation requirements and current risks. Presentation ofrecommendations based on the fact findings. Assisted with client application and ongoing clientrequirements eg. Claims, renewals, updates of policies etc.

Kings Transport is a logistics company. In this role I performed lead generation activities to identify potential opportunities and was responsible for converting these leads into new business. Furthermore, this role involved account management where I was responsible for managing strategic accounts and maintaining productive client relationships.

FreemanX was an online company, which sells gift vouchers for various experiences, as well as organises group events e. g. corporate team building, stag and hens’ nights etc. In this role I was responsible for managing 8-staff members, thier including workflow, sales targets, and providing ongoing training and up-skilling. I assisted in designing and implementing a 6 session sales and customer service training program that lead to a significant increase in our new business conversion rate. In addition, I was tasked with increasing our supplier base for which I assisted in growing by over 200 new accounts in a single year. I also conducted market analysis and reporting for senior management.