Glen Robinson Email & Phone Number

Sydney, Nsw, Au

Sydney, Australia

Hong Kong

Reporting to the Head of Claims, Asia, this role was responsible for leading the Hong Kong workers compensation claims business of up to 45 staff, including 5 direct reports, to provide end-to-end claims and injury management services to its customers. Led claims remediation program to turn around business performance through agile implementation of claims and operational initiatives. Improved claims governance and risk oversight through implementation of a comprehensive claims review program… Show more Reporting to the Head of Claims, Asia, this role was responsible for leading the Hong Kong workers compensation claims business of up to 45 staff, including 5 direct reports, to provide end-to-end claims and injury management services to its customers. Led claims remediation program to turn around business performance through agile implementation of claims and operational initiatives. Improved claims governance and risk oversight through implementation of a comprehensive claims review program to drive proactive claims management, reserving adequacy, and reduction in claims liabilities. Collaborated with supporting functions including Underwriting, Finance, Actuaries, Product channels to ensure better alignment and risk identification. Oversaw sale of a large segment of the claims book through a complex Loss Portfolio Transfer to an International reinsurer, with claims management transitioned to a local third party provider, while personally engaging with the regulator and all stakeholders throughout the project. Show less

Sydney, Australia

Managed QBE’s shared support service operation responsible for 3 key areas: (1) end-to-end management of the National workers compensation short tail, high volume claims portfolio, (2) National Switchboard, and (3) back office support services across Workers Compensation, Compulsory Third Party and general insurance lines, involving claims transactions, credit control, policy services and document management. Managed a workforce of 75 staff including 7 direct reports. Achieved top quartile and… Show more Managed QBE’s shared support service operation responsible for 3 key areas: (1) end-to-end management of the National workers compensation short tail, high volume claims portfolio, (2) National Switchboard, and (3) back office support services across Workers Compensation, Compulsory Third Party and general insurance lines, involving claims transactions, credit control, policy services and document management. Managed a workforce of 75 staff including 7 direct reports. Achieved top quartile and above people engagement for 3+ years. Led Operational Excellence program pilot and supported National roll-out. Accountable for numerous business efficiency and process improvement initiatives, while transforming internal quality program to deliver improved services. Managed budget, headcount and expenses, workforce planning and business continuity initiatives. Show less

Sydney, Australia

Managed a workforce of up to 60 staff delivering National, large volume back office support services to the Workers Compensation, Compulsory Third Party and general insurance businesses. Played a key role in the establishment of QBE's Group Shared Service Centre in Manila, Philippines including transition of business processes offshore. Undertook a 3 month onsite coaching role with the offshore workers compensation leadership team. Expanded the business units service catalogue to provide back… Show more Managed a workforce of up to 60 staff delivering National, large volume back office support services to the Workers Compensation, Compulsory Third Party and general insurance businesses. Played a key role in the establishment of QBE's Group Shared Service Centre in Manila, Philippines including transition of business processes offshore. Undertook a 3 month onsite coaching role with the offshore workers compensation leadership team. Expanded the business units service catalogue to provide back office support to Credit Control and Policy Services. Managed the functional relationship with QBE’s outsourced scanning and indexing partner. Responsible for budget, headcount and expenses, workforce and business capacity planning. Led site shutdown and relocation to new premises. Show less

Sydney, Australia

Managed the QBE Compulsory Third Party (CTP) Rehabilitation Department, which involved leading a multi-disciplinary team of health professionals to provide injury management support to the CTP business. Also responsible for overseeing management of the Workers Compensation Major Injury Claims portfolio to provide appropriate treatment and care to the most severely injured claimants in the scheme. Responsible for collaborating with claims teams, service providers and all other relevant… Show more Managed the QBE Compulsory Third Party (CTP) Rehabilitation Department, which involved leading a multi-disciplinary team of health professionals to provide injury management support to the CTP business. Also responsible for overseeing management of the Workers Compensation Major Injury Claims portfolio to provide appropriate treatment and care to the most severely injured claimants in the scheme. Responsible for collaborating with claims teams, service providers and all other relevant stakeholders. Managed team performance, resources and workflows. Led the implementation of Guidewire claims management system into the CTP business. Grew the team and led the expansion of injury management services to Public Liability and Professional Indemnity businesses. Show less

Sydney, Australia

Responsible for leading a team of Workers Compensation Case Managers in a ‘front-end’ Corporate customer environment. Key objectives included: working in collaboration with large national customers to manage their injured employees in the most time-efficient and cost effective manner to optimise return to work outcomes, managing customer expectations through continual communication, seeking and responding to customer feedback, and presenting formal claims review meetings to review claims… Show more Responsible for leading a team of Workers Compensation Case Managers in a ‘front-end’ Corporate customer environment. Key objectives included: working in collaboration with large national customers to manage their injured employees in the most time-efficient and cost effective manner to optimise return to work outcomes, managing customer expectations through continual communication, seeking and responding to customer feedback, and presenting formal claims review meetings to review claims strategies and cost estimation. Also responsible for: day-to-day management and oversight of team performance and standards, providing coaching and advice on injury management and claims strategies, handling disputes and complaints, providing legal instructions and monitoring litigation, recruitment, induction and training, and managing incoming new claim workflows and allocation to maximise the team’s capacity. Show less

Sydney, Australia

This role involved leading a team of Workers Compensation Case Managers responsible for managing a large portfolio of “tail” (pre-2001 date of accident) workers compensation claims. Key objectives included: implementing cost effective strategies aimed at managing and resolving long term claims, prioritising quality case management and return to work outcomes to achieve team and branch targets, overall day-to-day management and oversight of team performance, people coaching, leading change… Show more This role involved leading a team of Workers Compensation Case Managers responsible for managing a large portfolio of “tail” (pre-2001 date of accident) workers compensation claims. Key objectives included: implementing cost effective strategies aimed at managing and resolving long term claims, prioritising quality case management and return to work outcomes to achieve team and branch targets, overall day-to-day management and oversight of team performance, people coaching, leading change, managing customer expectations, handling disputes and complaints, recruitment, induction and training. Show less

Sydney, Australia

Promoted to Senior Rehabilitation Consultant, leading a multi-disciplinary team of rehabilitation professionals (Occupational Therapists, Physiotherapists, Rehabilitation Counsellors, Psychologists and Social Workers) delivering rehabilitation services to people with injuries and disabilities across the compensable (insurance) and non-compensable (government) schemes. Responsible for day-to-day management of team, supervision of staff, recruitment of new consultants, and monitoring staff… Show more Promoted to Senior Rehabilitation Consultant, leading a multi-disciplinary team of rehabilitation professionals (Occupational Therapists, Physiotherapists, Rehabilitation Counsellors, Psychologists and Social Workers) delivering rehabilitation services to people with injuries and disabilities across the compensable (insurance) and non-compensable (government) schemes. Responsible for day-to-day management of team, supervision of staff, recruitment of new consultants, and monitoring staff performance/outputs.In addition to day-to-day management duties, also delivered numerous rehabilitation services including: Initial and Vocational Assessments, Rehabilitation Counselling, Adjustment to Disability Counselling, Job Seeking support programs (individual and group), Work Capacity Assessments, Return to work monitoring, and Case Management. Show less

Sydney, Australia

Worked as a Rehabilitation Consultant/Rehabilitation Counsellor helping people with injuries and disabilities in both the compensable (insurance) and non-compensable (government) markets.Services provided included the following: Initial and Vocational Assessments, Rehabilitation Counselling, Adjustment to Disability Counselling, Job Seeking support programs (individual and group), Work Capacity Assessments, Return to work monitoring, and Case Management.

Master Of Business Administration (M.B.A.), Business Administration And Management, General

Bachelor Health Science, Rehabilitation Counselling

High School