Kareena Gray Email & Phone Number

Leeds, Gb

Leading the UK and Global Claims Handling teams in the settlement and defence of Medical and Dental claims. Driving continuous improvement activity to ensure we always offer a value add and trusted end to end Member journey

Leeds, United Kingdom

Leading the Complaint handling and multi disciplinary Claims handling teams to ensure compliance with all regulatory requirements. Ensuring consistent service level performance and fair outcomes provided for all customers.

Driving a collaborative approach across all customer facing business areas, at all levels, promoting a culture and appetite to reduce customer complaints and improve customer experience

Providing leadership to circa 110 staff in a highly regulated environment to achieve fair outcomes for all customers, whilst adhering to all regulatory requirements, TCF principles and Customer Conduct, and demonstrating continuous improvement. Managing the end to end complaint process which includes quality investigation, consideration of evidence and clarity in explanation of resolution, across a wide range of Insurance products

Manager of an emergency 24 hour contact centre within the Roadside Rescue Operations function. The contact centre was spread across 2 sites, with circa 300 heads. Key responsibilities included ensuring strict service levels were achieved for the benefit of Customers, Clients and Partners.

Led a team of 12 Trainers and 2 Training Administrators, across 3 sites. I was accountable for the delivery, quality and reporting of all Claims training activity at these 3 sites. I managed the training budget on a national level, controlling the cost of Trainer travel and equipment. I worked closely with business managers to identify development requirements. I supported business requirements with induction and multiskill training. In addition to this I shared resource to maximise training delivery.

Leeds

Identified training needs through liaising with Operational Managers and Team Leaders to establish areas of development. Delivered new starter training to the requirements of the business. Designed training solutions for new product, procedural and system enhancements and continually developed material to ensure compliance. Evaluated and measured the success of all training – feeding back results to the business and implementing any recommendations.

Certificate In Insurance (Cert Cii)

Bachelor Of Arts Honours, Community And Social Studies