David Cotterell Email & Phone Number

- On-boarding and training of Motor & Lodgement Consultants across GT’s products, systems and processes.- Creating and maintaining technical Learner Guides.- Supporting Peer Reviews.- Providing support to our Consultants’ in regards to their technical product, process and system enquiries. - Assisting with the continued development of our Consultants’ capabilities by delivery of post on-boarding training support and regular coaching; and the delivery of new and existing content refresher training across our teams.- Collaboration with our Team Leaders in actively supporting our Consultants’ professional growth.

- Design, delivery and management of on-boarding product, process and system training across end to end claim lodgement and management of Property, Motor, Liability, Home Building Construction Fund, Travel and Self-Insurance Business Lines.- Design, delivery, reporting and management of compliance and product, process and system eLearning modules across multiple Business Lines.- Acting as a resource for product, process and system technical enquiries across multiple Business Lines.- Relationship and stakeholder management in implementing required process and system updates, as well identifying and closing knowledge and skill gaps as required to continue to develop and uplift the capabilities of our team members.

- Developed Business Process Management (BPM) processes using MS Visio to ensure procedures are documented at both Client Manager and Management levels;- Owned and implemented Size C & D initiatives;- Implemented framework governing permissions and controls of internal procedures database;- Developed, maintained and published internal team processes and procedures;- Wrote, edited and published operational and process change communications across multiple departments;- Understood the visible risks and advised of relevant controls to manage as part of initiative management; and- Fostered and maintained working relationships across all levels, as well as the ability to mediate an agreeable outcome for all parties when multiple departments are involved within initiative rollouts.

- Implemented a Question Database that identified training and development gaps across systems, processes and product knowledge, that allowed to close gaps through coaching or training;- Supported front line and Claims Managers for any Commercial, Broker and Personal general insurance product, process and system enquiries;- Delivered new induction and small group training;- Delivered 1:1 to coaching and upskilling; and- Identified knowledge gaps through side by side observation and analysing quality data where I was able to provide effective coaching and development programs that ensured uplift of capability and performance.