I oversee a team of 16 people responsible for CGU's internal control framework and BU risk profile for long tail claims. The team carries out control audit and assurance programs, reporting and analytics to improve customer satisfaction and ensure regulatory compliance.This role specifically oversees and ensures CGU operations and strategic activities comply with it's regulatory and contractual requirements as an Agent of WorkSafe Victoria in the management of claims falling under state workers compensation legislation.In addition to the team's governance function, we also manage project implementation, process re-design and other operation functions for the business.

This role played an important role in delivering IAG's Long Tail Claims Global Partnering Strategy across various brands (NRMA, WFI, and CGU). The role was responsible for analytics, forecasting and process re-engineering (solution design) of selected business processes offshore. As a project lead, this required significant stakeholder engagement, process design, training facilitation and problem solving skills. This role also required me to spend two months working from Manila, Philippines training, implementing future state business operations and problem solving to ensure the project successfully delivered enhanced efficiency and customer outcomes.

I manage a team that delivers on quality assurance and ensures compliance with our legal and regulatory obligations across CTP insurance schemes. Operating within 4 State and Territory schemes, NRMA and SGIC subsidiary brands, My team delivers enhanced customer experiences and improves efficiency through technology, upskilling our workforce and overseeing our internal procedures.I manage our dispute resolution process. In NSW, this includes a team of dedicated internal reviewers that investigate and review insurer decisions both internally and with the State Regulatory Authority Dispute Resolution Service (DRS). Across other schemes, my team continues to respond to complaints referred to authorities and State ministers and ensure remedial actions are carried out to the highest standards. As part of our compliance deliverables, my team works alongside IAG’s broader risk and compliance teams to ensure CTP claims are compliant with internal governance requirements and external legal and regulatory obligations. My team regularly design, implement and carry out audits of our internal practices, analyse available data and report on inefficencies and non-compliance. I work with the senior leadership team to resolve any issues and improve CTP long tail claims.

I collaborate with general and insurance in-house legal counsel across the APAC region on insurance, corporate liability and employment law issues. Resolve complex incidents and liability disputes across Uber’s operations in Australia & NZ. Liaise with stakeholders (policy, communications etc.) to manage case files with adverse commercial outcomes to resolution.I act as a point of escalation, team lead and subject matter expert for more complex vehicle accidents and related incidents involving property loss, damage and injury. The team currently consists of 20+ people dealing will all accident related incidents. In this role, I lead and supply continuous development training for an accident team. I develop new and segmented modes of support for Australia and NZ; trial and iterate these new processes that improve Uber’s standard of customer service for all riders and driver-partners.Key focus:- Compliance- Dispute Resolution- Process optimisation- Insurance (Motor, Accident, CTP etc.)Key skills:- Evaluate/ dispute insurance claims according to insurance law and policy wording- Understanding of IDR/EDR process and general insurance code of practice- Investigate incidents to uncover potential liability- Communicate insurance outcomes for car (private/commercial), personal accident and statutory injury.- Transact claim assessments for property damage & injury- Finalise financial settlements, disputes & claims loss reporting.Other Skills and Personal Attributes:- Communicate clear, succinct insurance concepts and settlement outcomes to external parties.- Ability to simplify complex concepts and build innovative processes.- Negotiate with highly aggravated persons as part of my team lead role. - Determine commercially and legally appropriate solutions to insurance based outcomes/ disputes.An awareness of Australian Insurance Law:- Specifically IC Act (good faith, non-disc., misrep., s.54, cancellations)- Privacy law

- Reported directly to General Counsel, working within a close legal team. - Prepared documentation requiring a high level of accuracy.- Drafting complex correspondence for General Counsel.- Legal research. - Improved relationships with franchise business owners.- Implemented variations to franchise agreements across 76 stores to incorporate new company structure and software licensing.-Maintained confidential database with client and supplier information.Assistant Manager - Online Store, Clark Rubber Franchising Pty Ltd; Melbourne, VIC - December 2013 – February 2014• Provided technical support and responded to customer queries/complaints via phone and online to resolve complex problems• Coordinated the operations and logistics the fulfilment of online orders across the region• Liaised with marketing to ensure the website was maintained at all times with relevant materialSummary:- Administration- Audits- Data input- Project Management- ASIC compliance- Legal Research- Document Preparation (contracts, deeds and lease, renewals)Software:- Magneto- Temando - LotusNotes

Dealt with any area complaints providing conflict resolution promptly, sensitively and effectively.Functions and floor host responsible for ensuring a positive customer experience throughout the duration of the patrons experience.Listened to the needs of and communicated with patrons.Performed efficiently in a high stress and quick moving environment where teamwork was an essential ingredient of success.

In this role, I was engaged to assist in financial reporting. Using information technology (excel) I extracted financial data pertaining to relevant airway bills across multiple years for use in a legal proceeding.