David Smith Email & Phone Number

Perth, Western Australia, Australia

Perth, Western Australia, Australia

Perth, Australia

Perth, Australia

• Oversee all client communication and manage a team of Team Leaders to achieve the client and the centre’s objectives• Manage all communications, changes and requirements between the client and the centre• Lead and manage a team of Team Leaders to meet required service levels, client objectives and Customer Solutions Specialist efficiency/occupancy• Support and educate direct reports in Open Book Management in daily activity to assist in developing & maintaining a successful company philosophy

Perth, Australia

• Manage a team of inbound agents for the administration of superannuation funds• Assist with the recruitment and selection process for high quality candidates into the organization• Ensure technical competency and compliance in all customer interactions• Manage escalated customer complaints to resolution

• Selected to lead an extensive change programme through the implementation of System Thinking methodology• Initiated end-to-end review of existing process to identify and remove inefficiencies• Achieved significant indemnity spend savings of circa £30m per year whilst remaining OPEX neutral• Reduced end-to-end lifecycle of motor bodily injury claims from 368 days to 38 days• Demonstrated reduced litigation rates from historical 10% to sustainable 5.5%• Improved fraud identification and repudiation rates through introduction of analytics to assist the claims handler in identifying fraud indicators through data washing, metrics and spatial analytics• Embedded greater understanding of performance through introduction of capability charts improving manager’s ability to identify real time statistical trends and anomalies in performance • Shaped change agenda for approach to remuneration, performance appraisal, the role of the manager and engagement with central functions resulting in 15% point improvement in yearly staff morale survey• Oversaw implementation of strengths based recruitment process which ensured higher calibre candidates joining the business, increased volume of motivated staff studying for professional qualifications and reduced rates of attrition• Worked extensively on the strength of the internal talent pipeline to ensure high quality candidates moving up through the business. Agreed increased budget to support staff through CII professional qualifications to raise key competency of handlers• Regularly reported landscape changes to Directors and Senior Leadership Team to ensure clarity of changes throughout all levels of business

• Operational responsibility for 200 claims handlers and annual operating budget of circa £5.6m across Manchester unit• Supported Glasgow and Bangalore offices to manage overall work flow and ensure effective performance of the Motor Bodily Injury claims operation• Ensured delivery of key performance objectives whilst building high performing teams• Achieved £27.7m fraud savings, 5% claims spend reduction and 2% litigation reduction across branch, equivalent to £4m indemnity savings, through the implementation of strategies to understand solicitor behavior and continuous improvement initiatives• Responsible for managing relationships with both internal and external customers, suppliers and brokers• Further accountabilities included overseeing risk control, governance, regulatory and compliance obligations, capacity planning, attrition and staff morale