John Thomson Email & Phone Number

I am accountable for ongoing management of insurance arrangements, including policy documents, product support material (disclosure and forms), websites and production of product communications; and ensuring all product and product publications/communications are accurate from a product, legal and compliance perspective & due diligence procedures. Another key role is to develop and/or implement any changes to product brought about by feedback, market positioning or legislative driven changes in line with product strategy.Key achievements:· Conducted and implemented a ten-month tender process for the IOOF Group Insurance products, coordinating a tender manager, 5 Insurers and various internal stakeholders securing overall discounts for existing members while updating new TPD definitions and addressing ASICs’ 633 TPD paper.· Implemented pricing review changes in July 2020, July 2021 and July 2023, including updating of Insurance and rate Guides, various (different branded) forms and websites.· Recently completed 2 successful Successor Fund Transfers between CFS and MLC WRAP into IOOF.· Co-ordinated and implemented ‘Insurance Management Frameworks’ as well as ‘Service Level Deeds’ across our Primary Insurers (TAL and Zurich) as well as non-Primary Insurers (being MetLife and AIA)

I was accountable for 3 separate areas responsible for training, quality assurance and support across Claims Administration, and two heritage products in different states.Key achievements:· Set up ‘Claims Administration’ team controls for high-risk processes such as payments and waivers to ensure there is measurement, feedback and reporting to senior management.· Created a heat map of 10 areas which my leaders and team support in regard to areas of change required.

I was accountable for all complaints across the company as well as setting and running the company VOC programme. 3 years prior to this I worked a 6-month contract ensuring the experience for Customers, Advisers and Employers, who had products linked to the new MLC Life company, had a positive experience from its effective date in October 2016, when the two companies became separate entities.Key achievements:· Set up a Claims Resolve team looking after all claims complaints with a specialised team having their own DOA as well as feedback ‘preventions’ for the claims area.· Set up a Claims Assurance team accountable for reviewing key areas of concern and to feedback recommendations.· Prepared and delivered packs on the communication approach, and various updates on progress of initiatives to Senior leadership teams.

Reporting to the General Manager of Administration, I led 6 teams (approximately 70 people) with 2 Administration teams and 4 Claims Assessment teams working on a claim decision for Income Protection and Total and Permanent Disablement. This role involved a lot of communication/agreement between the Administrator (SuperPartners), the Fund (AustralianSuper) and the Insurer (TAL). AsutralainSuper is the largest Industry Fund in Australia with over 2 million members.Key achievements:· Restructured process/workflow for Assessments (some 90 people) from a non-specialized to a specialized team becoming more productive and increasing retention of staff.· Involved in rolling out and enhancing ‘CAM payment model’ (first in the industry) where SuperPartners being an administrator works as an Insurer by, not only communicating with the member, but making a decision whether to pay or not to pay a claim.· Heavily contributed to ‘E5 Image’ project - going from paper files to Images, I was a key SME as well as a driver for 150 users.

For 18 years I have experienced various roles under the years of service.Roles held:Head Of Insurance Capability – 3 yearsProject Resurgence Principal Business Representative – 7 monthsAdministration Manager rolesProtect Services Manager (New business, Call Centre, Admin) – 5 yearsHeritage and Investments Manager – 2 years IT rolesBusiness Analyst Manager (Insurance and Investments) – 4 yearsSystems and Processes Manager (Project Eclipse) – 5 yearsSystems and Processes Business Analyst - 6 years

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