Gemma Currie Email & Phone Number

Calgary, Alberta, Canada

• Leading a team of experienced agents in the risk sharing pool team.• Finding key areas in our flow that need improvement or more consistency.• Working on development plans for my direct reports and providing coaching and support.• Building a succession plan for the team’s critical positions.• Monitoring changes in volume and collaborating with actuarial to advise of any trends.• Facility Association Project Manager is one of the responsibilities within the role, which includes sharing all communications and report requests with the correct departments and responding to inquiries.• Preparing for an external audit each year involves building an inquiry response team who work closely with the auditors. Involving corporate underwriting departments as well as legal in more complex policy inquiries.• Keeping up to date with the Desjardins auto insurance offer, as well as any changes within the auto insurance industry, and assessing the potential impacts to the ability to cede policies.• Collaborating with project and delivery teams to come to a solution for RSP (Risk Sharing Pool) policies.

• Collaborating with a project team to produce a plan to manually convert 48000 policies Canada-wide.• Building a hybrid and national team who would have the skill sets required to carry out this task over a one-year period.• Creating and testing a flow prior to the project launch date and identifying endorsements/underwriting requirements that could disrupt the cycle.• Producing training manuals for the three different positions on the team, which outlined each step of the process and carrying out the training.• Being flexible, recognizing when a process could be simplified and understanding that the beginning of a project is a lot of trial and error.• Working with the corporate underwriting department to ensure the policy conversions were following regulations and compliant.• Successfully completing this project with minimal client impact or compliance issues.• Creating development plans for my direct reports, gaining an understanding of their strengths and experiences.• All external hires were on a fixed term project due to end when the conversion project was complete, we worked together on development plans and all ten of those employees found suitable permanent positions within Desjardins.

• Reviewing all areas of a risk and using critical thinking skills to come to a decision.• Building relationships and trust with agents and using my position to guide agents to where they can find the information, they need to have confidence in their own decisions.• Providing expertise on coverages and interpreting policy wordings for insurance agents.• Developing investigative skills and using them to assess a risk and get a clearer picture of a situation.• Ensuring agents understand the reasons behind a decision I have made before ending an interaction.• Using time management skills to balance my back-office work and being available for referrals.• Being a team player by supporting my peers, helping with decisions, and ensuring we are looking at all potential impacts of an exception.

Calgary, Canada Area

• As an insurance agent lead support, I had some added responsibilities such as looking after teams when managers are on leave, this position also includes guiding peers to make informed decisions, helping them develop their underwriting skills and recognizing areas we could be more efficient.• Assisting with interviews when hiring insurance agents.• Identifying development areas within the Calgary office, once they were found, I would then create a job aid/providing training in the area.• Supporting the business development team with complaint escalations and being a key contributor in the acquisition of APEGA, our largest group in Alberta.• Ensuring I was available when needed during my lead support hours and being active in our team chat.• Frontline underwriting, recognizing fraudulent behaviors and investigating further when needed.• Helping clients make educated decisions by providing expertise and tailoring offers to them to create the best client experience.

A wide variety of responsibilities are included within this role, starting with supervising 45+ staff members in the department. The more administrative roles of this job include payroll, liquor control, inventory, budgets, scheduling and doing food and liquor orders. Then to add to this also ensuring the staff are working to their full potential, solving customer complaints, training new staff members and taking control when everyone starts to feel under pressure.

Edinburgh, Scotland

Edinburgh, United Kingdom

Bachelor Of Science (B.Sc.), Event Management And Marketing

Event Management and Marketing

Education record

Education record