Led end-to-end development of a no-code/low-code SaaS claims handling and management software, from concept through to deployment, integrating various claims handling components such as claims process automation. Initiated the funding of € 0.5 M from Enterprise Estonia (https://eas.ee/en/). Project value in total € 1 M. Directed a cross-functional team of 20, including front-end/back-end developers and business analysts, enhancing project efficiency and coordination. Current focus is on: - customer implementation and sales; - monitoring the performance of the product; - product development/changes - client meetings.

Consulted brokers and service providers on aligning with insurer claims processes, increasing supplier revenue by 25% through tailored strategies and market insights. - Consulted claims handling service providers to find a better fit for a market and to increase sales revenue - Advised & consulted insurance brokers on the development of their claims services for the end customer and for the insurers.

Claims
Responsible for implementing claims strategy, budget management, and day-to-day claims management. 
Led in-country claims strategy execution through initiatives aligned with cluster/international/CEE strategic claims objectives, business plans, and priorities.
 Collaborated with the CEE team on areas including large claims, technical audits, claims leakage, claims trend data, succession planning, and talent management.
 Set objectives, KPIs, and managed performance to achieve business goals.
 Developed and implemented key policies, including Claims Operating Standards, Audit Framework, Controls, Supply Chain & Cat Plans, AML and Sanction Checks.
 Claims team: Led a team of 35 handling commercial and consumer claims.Achievements:* Reduced claims costs by 18% through various initiatives.* Lowered loss ratios across business lines.* Contributed to market share reaching 12%.* Achieved 35% reduction in claims leakage.Customer Service
Directed a Client Service Team for the largest Baltic affinity deal, enhancing customer satisfaction and retention through process optimization and KPI-driven service improvements.
 Improved processes, systems, and communication channels to elevate client experience. 
Ensured compliance with laws, including data privacy and consumer protection regulations.
 Monitored metrics to identify trends and drive improvements.Client Service Team: Managed a team of 25.Achievements:* Boosted NPS score from 32 to 46.* Improved FRT (First Response Time) from 7min to 1min.* Enhanced resolution time by 25%.

Part of a team to build an insurance company from scratch. Designed the claims handling from zero - from the first loss to thousands a year, including private & commercial business lines. Introduced Estonia's first 100% digital claims processing workflow. Recruited and built an excellent team being the most efficient in the market. Established strategies and performance goals and ensured continuous feedback to staff. Created incentives and techniques to enhance performance and increase morale. Achieved:- 100% Digital claims handling- Created and implemented myriads of company policies like claims handling internal rules, Claims Committee, audit framework, supplier management etc.- Created a reporting frameworkRSA (before known as Royal Sun Alliance) acted in the Baltics through Codan Forsikring A/S. RSA was sold to PZU in 2014

Overhauled the If Insurance claims handling (If Insurance took over Polaris Insurance & Eesti Kindlustus portfolio). As a result: - better claims financials in almost all categories- retention growth by 19%- 2x increased avg. claims handling speed- department's employees decreased by approximately 50%.

Started as a claims handler for several business lines.UW for boat insurance.