As an Insurance Enablement Manager specializing in business optimization and strategic leadership at ATL, I am responsible for driving operational excellence across underwriting operations. I oversee portfolio monitoring and performance, ensuring alignment with organizational objectives and regulatory requirements. My role encompasses spearheading internal development initiatives, fostering broker relationships, and engaging stakeholders to enhance service delivery and client satisfaction.I am responsible for leading upcoming strategies and projects, leveraging my expertise in project management to ensure timely and successful implementation. With a strong focus on team leadership, I work closely with the underwriting team to achieve high performance and operational efficiency.

Completed a secondment in this role as my previous role as Manager Support Hub was made redundant. The role entailed working within direct distribution to identify opportunities to improve customer experience. Taking ownership of internal bots, SMS deflection opportunities and our continuous improvement framework.

Managing Suncorp Distributions national help desk team, consisting of 50+ staff and supporting over 15 contact centres.

Centre Manager for motor claims based in Brisbane. 11 leaders and 130 staff taking inbound and outbound calls for Suncorp Motor claims lodgement. I manage a high performing centre of 140 people working flexibly, predominantly virtually.

As Operations Manager I am responsible for contributing to and executing the resource plan andschedule both real-time and ongoing to deliver optimal performance across a virtualised nationalnetwork. Currently 4 Contact centres Nationally, I have a key accountability to drive consistent delivery that supports the national common operating model to promote exceptional Claims Services experiences and claims outcomes for our customers, employees & shareholders.I design and executes our cross skill plan to ensure effective responsiveness to seasonal peaks and events whilst implementing initiatives to drive efficiency and planning necessary recruitment across the network to meet customer demand. I am also responsible for providing operational direction & event response co-ordination in order to meet customer service standards and business objectives within the Motor Claims Services Contact Centres.

Operations Manager Property Claims Services. Working with various stakeholders, work force management, recruitment, training, analytics etc. to ensure the effective and efficient operations of our property claims centres.

Responsible for the efficiencies and effectiveness of a brand new contact centre. Largely in charge of recruitment and driving both efficiencies and sales results.

For a little over 2 years I was a Work@Home Team Leader at the Work at Home Hub in Brisbane. I lead a strong performing team of 16 highly engaged sales and service consultants and spent a lot of time coaching and training call centre consultants in sales and retention. The virtual office we worked in had many amazing challenges but so many fantastic wins and is something I thrived in.Key responsibilities include:- Lead and facilitate feedback and development discussions and performance review processes with each team member- Contribute to the efficient and effective functioning of the team in order to meet organisational objectives- Coach team to deliver exceptional customer service ensuring customer loyalty through building rapport, identifying customer needs, overcoming concerns and seeking understanding and commitment.

I held a Secondment as a Customer Development Advisor in the Suncorp and GIO Home portfolio team. My primary role in this position was to perform as the Subject Matter Expert on the Legacy Simplification Program. In this role I represented the home portfolio team in stakeholder meetings and ensure the goals and focuses of the portfolio team are heard, and work with different stream leads to ensure what I delivered meets the need of the business, customer and portfolio. I acted as a subject matter expert and advise the Business analysts on the requirements of the new system and support tools. Key responsibilities include:• Contributing in stakeholder meetings as the home portfolio representative ensuring all home portfolio representatives are aware of the changes and implementations in my streams as well as ensuring our focus and targets are met• Consistent meetings with distribution and providing support to allow a smooth transition by offering training and assistance throughout the implementation of the project as well as keeping them informed of all changes • Working with other stakeholders such as; pricing, underwriting, product manufacture, distribution, compliance and legal to collaboratively deliver required business outcomes from the project.- Assist with product and process development as well as providing the necessary information to our external stakeholders in order to build the requirements for the system capabilities.- Work with internal stakeholders to help facilitate change management on the project, providing them with training material, reviewing communications and providing rationale for certain changes.

• The Training Capability Leader supports the Personal Insurance lines of business in developing and progressing the division’s professional capabilities to achieve exceptional business results through the coordination and delivery of training programs. • The role entails a wide spectrum of responsibilities including; Delivering training for product, systems, sales and personal development. Conducting Needs Analysis to provide advice and recommendations to the lines of business. Participating in reviews and re works of current material. Working closely with senior leaders to identify training needs for the lines of business. Working autonomously and also within a team environment to pro actively build on my own skills and expertise as a facilitator. Effectively coordinating in conjunction with other business units to deliver and evaluate program competencies and also participant’s capability and competency levels. • A highly important aspect of this role is having extensive, up to date knowledge of all PI products and systems to ensure my learners are able to explain the product to our customers.

- Customer Sales and Service representative providing service to external customers via the phone