Responsible for leading Crawford's operations in Denmark. Developing and implementing strategies that ensure the company's competitiveness and growth. Reporting directly to the Nordic Director.Crawford & Company Denmark is a skilled claims service partner that focuses on delivering expertise, quality, and digital services. The company is a part of a global organization collaborating with national and international clients covering all lines of business (property (large & complex), casualty, liability and cyber insurance – as well as TPA claims handling (desktop and volume claims - motor, building, travel and personal accident).

Primary responsibilities and tasks:Full responsibility of one leader and 35 employees divided into to teams Backoffice Privat and Lønsikring – claims and policy handling. The teams are responsible for handling many different complex cases that are too complicated to be handled anywhere else - as well as all the surplus cases regarding our robot flows, automation, machine learning, online sales channels etc.Due to the large number of different tasks within the team one of my primary responsibilities is to ensure a close cross functional collaboration with all the different stakeholders (HR, sales, claims, product development and IT).Main results and projects:➢ Improving employee satisfaction from 55 to 78 (Epson - Ennova).➢ Merging two different backoffice teams and then splitting up tasks/processes due to changes in the organization.➢ Creating data driven processes (from 30% to 90% operational data).➢ Implementing Genesys Workforce Management System with focus on optimizing resources (10%) and customer availability (from 8% to <2% lost calls, SLA fra 10 to 3 days).➢ Implementing Call Quality on inbound customer calls (85% rating and Net Promoter Score from 33 to 55).➢ Developing a new onboarding program for all trainees in Topdanmark in collaboration with HR, sales and claims.

Fuldt ansvar for 24 medarbejdere. Teamets primære formål er at håndtere de komplekse opgaver og processer der ikke kan løses med robotter, machinelearning eller outsourcing.Af opgaver kan blandt andet nævnes ejerskifteforsikring, entrepriseforsikring, risikovurderinger på hus, hesteforsikring, helbredsvurdering hund/kat, økonomiforbedring og sanering, konkurs, tvangsauktioner, fabrikatregister, DFIM, pant, boet efter samt alt det der “falder af båndet” fra digitale løsninger online og robotter.

Fuldt ansvar for 32 medarbejdere der håndterer komplekse administrative opgaver på området for privat, erhvervs- og landbrugsforsikringer.Herunder blandt andet;Non-tarif MotorLeasingkunder (erhverv)Pant (erhverv og privat)FabrikatregisterPrimære resultater og projekter:- Sammenlægning af to teams - Gennemførelse af fornyelse på NON-tarif og leasingkunder (erhverv) i samarbejde med underwriting og vores outsourcing partnere- Opsplitning af opgaver og processer i forbindelse organisationsændring

Fuldt ansvar for 21 medarbejdere der håndterer komplekse administrative opgaver på området for private forsikringer, herunder blandt andet;Klagesager for Kundeservice Privat samt Salgscenteret.Indsigts- og sletningsanmodninger. Udarbejdelse af brevskabeloner i samarbejde med forretningsudvikling, compliance og marketing.Økonomiforbedring og saneringOut of Scope (OOS) opgaver fra vores outsourcing team.Primære resultater og projekter:- Implementering af workforce management system- Koordinering af den manuelle varsling af alle privatprodukter (inden implementering af nyt kernesystem)- Udvikling af nyt onboarding forløb for finanselever i Topdanmark i samarbejde med HR

Primary responsibilities and tasks:- Full responsibility over the PA and Dental team including recruitment, resource planning and task prioritizing.- Full responsibility over the Medical Advisory Team responsible for supporting all the “Care” departments with medical evaluations, including recruitment, quality improvement and cost efficiency.- Participating in strategic business planning with the Legal Claims leader team.- Delivering on customer satisfaction, indemnity spend, employee engagement and technical talent management.- Close cross functional collaborations with various stakeholders within the business (sales, portfolio management, product development, actuary, risk and legal).- Responsible for various projects regarding process optimization, customer satisfaction, indemnity spend, employee engagement, product development, sales and technical talent management. Main results and projects:- Responsible for the merger of two teams (Ulykkeskade and Dental), including structuring tasks with a view to securing a dynamic cooperation and employee engagement. - Implementing performance management strategy in collaboration with McKinsey consultants, including “role model” and giving presentations at the employee summit. - Responsible for handling the policy change from the Surpreme Court ("Runningcase"), including proactive handling of customers, adjusting the work process and optimizing indemnity spend. - Participating in outsourcing project (BPO), including mapping of processes, time usage and tasks for the purpose of identifying outsourcing potential.- Participating in optimizing and implementation of a digital claims handling system regarding handling personal injury claims (developed by Scalepoint).- Responsible for the long-term planning and liquidation of the Dental tasks over the next 8 years, including risk assessment, retention of specialist employees and employee engagement.

Full responsibility over 16 employees and 2 student assistants based in Aalborg, Århus and Copenhagen, including ressource planning and task prioritizing.

Full responsibility over the PA and Dental team that Counts 3 legal officers, 10 claims handlers, 2 administrative assistants and 2 student assistants, including recruitment, ressource planning and task prioritizing

• Full responsibility over the Dental DK team that counts 6 legal officers, 4 student assistants and 8 external dental consultants, including recruitment, resource planning and task prioritizing • Participating in business planning with the Nordic Health Claims Leader Team • Delivering on customer satisfaction, indemnity spend, employee engagement and technical talent management• Responsible for various projects such as implementation of digital case filing through Sharepoint, implementation of LEAN culture and improvement of personal engagement (UYFE - Unlocking Your Full Engagement)• Responsible for cooperation, communication and reporting to Tandlægeforeningens Patientforsikring• Member of Tandlægeforeningens Fællesudvalg, including approval of the annual financial statements

My primary task was handling large and complex claims, including updating various legal procedures.Additional tasks covered the following:• Responsible for the technical training of colleagues• Involved in various projects such as implementation of digital case filing through Sharepoint and implementation of LEAN culture as well as producing monthly LEAN-reports. • Responsible for cooperation and technical communication with 6 external dental consultants• Recruitment and management of three student assistants in the department, including resource planning and task prioritizing

My primary task was handling claims and legal issues on behalf of Tandlægeforeningens Patientforsikring.Additional tasks covered the following:• Communication to costumers and other stakeholders in specific cases• Recruitment and management of student assistants in the department, including resource planning and task prioritizing

• Handling claims and legal issues on behalf of Tandlægeforeningens Patientforsikring• Responsible for communication to costumers and other stakeholders in specific cases

• Handling claims and case filing• Various internal projects

Dedicated to project “SkadeStop” – a cooperation between underwriting and claims with the purpose of reducing the number of claims and costs. Tasks included:• Data collection and data processing • Project coordination with the two SkadeStop consultants• Communication with various stakeholders• Management reporting