Law Clerk representing Clients injured in transport accidents; providing advice, assisting to access compensation, engaging in formal and alternative dispute resolution, litigating damages claims.

Project lead and Subject Matter Expert: providing analysis of business requirements and developing or enhancing processes to improve customer experience and satisfaction. Providing stakeholder liaison and communication.

Managing the review and reporting of key performance indicators, including development of policies and procedures to improve outcomes.Coordinating and leading monthly meeting of up to 40 senior staff to review performance across all business functions.

Managing a team of five. Analysing legislation, as well as developments in health, social and disability services to continuously review and develop claims management policies consistent with community standards and expectations. Responsible for the creation, review, management and quality assurance of all TAC Client Communication Materials, including letters, information brochures and online policy content.

Managing teams of up to 24 staff, including supervisors, providing claim and case management services to people injured in transport accidents. Responsible for team and individual performance against KPI's, staff development, change management and process improvement. Managed large workforce planning program for claims division of approximately 120 during the TAC's relocation from Melbourne to Geelong.

Providing technical support and advice to claims managers, conducting quality assurance reviews and providing staff feedback. Supporting Team Manager to review and improve processes.

Performing internal reviews of TAC claims decisions as an alternative dispute resolution for Clients. Analysing results to identify any potential policy or system failures resulting in client complaints, and providing relevant feedback. Responding to Ministerial and CEO complaints and providing detailed briefing papers.