National Claims Manager of Third Party Adminstration Business Unit. Crawford & Company offers a complete end-to-end third party administration service on a national or global basis encompassing all lines of business.Developed strategic direction of TPA Business Unit and documenting and implementing an Operational Plan. Developed the Business Unit budget in conjunction with Finance. Responded to “Request For Proposal” for potential new customers, developing claim management solutions for a variety of clients. Provided much needed leadership and structure to the TPA Team Key Technical resource for liability, product liability, commercial property, motor and marineRelationship management with existing clientsSignificantly improved the performance of the Business Unit’s service delivery. Reviewed processes for inefficiencies and determined the ideal case load and staffing resources. Identifying and improving areas of customer service including reducing a significant backlog of work. Identified and rectified issues with the billing process.Coordinated training for staff to assist with position requirements and career development. Fraud detection and investigation.

Reporting to the Chief Operations Officer, and forming part of the Executive Team responsible for Australian Operations. With the responsibility of managing up to 32 Claim Staff covering all aspects of Motor, Home, Commercial Property and Liability claims.Define the strategic direction of claims operations to ensure maximum efficiency and productivity resulting in optimum financial outcomes.Manage of the run off of the “Business As Usual” claims from our New Zealand office which ceased underwriting business from 1 January 2012.Implemented KPI’s for all claim staff.Assist with audits by internal and external auditors, including APRA, FOS and reinsurers. Identifying potential risks to the business and managing and controlling those risks as appropriate. Including indentifying, assessing and effectively managing potential business continuity risks. Form part of a Global Leadership Team with parent company which operates in UK, Ireland, Canada, Australia and New ZealandCo-ordinate with “Claims Centres of Excellence” which taps into the global knowledge and experience of the Head of Claims for each group company to set best practice standards for the management and monitoring of Claims

Responsible for day-to-day management, supervision, development, leadership, marketing and technical expertise to a call centre team, which is involved in the claim lodgement and repairer referral for small to medium insurance companies. Managing staffing resources to ensure consistent delivery of serviceManaging staff performance and development (minimal industry experience)Staff recruitment and trainingIntegrate with and maintain a professional, quality relationship with key client personnel. Assist the management team in marketing and promotion activities.Identifying, developing and marketing new areas of service Motorcare can provide for Insurer clients. Setting up and managing a phone system to allow for Call centre capabilities. Supplying reports to the team, senior management and insurance companies. Lodging of motor vehicle insurance claims over the phone, arranging a quotation and assessment of vehicles as well as advice and assistance to customers. Liaise with motor vehicle repairers, assessors, insurer clients, third parties and solicitors.

Perform day-to-day management, supervision, development, leadership, marketing and technical expertise to a motor vehicle insurance debt recovery team. Managing staff of up to 16 people offering training, guidance and supportCounselling and mentoring staffTraining new staffReviewing and setting up the structure of OperationsRecovery of debts for insurance industryLocating elusive third partiesNegotiation of debt recoveryConflict resolutionLiase with client insurers, service providers, debtors and debtor’s representativesInvolved in setting up of KPI’sInternal Auditor to help gain ISO 9001 quality assurance standard

Managing a portfolio of Motor Vehicle claims.Customer serviceThird Party SettlementsThird Party RecoveriesFraud awarenessTraining new and existing staffClaims Leakage reporting