Part of the Claims Leadership Team, the Planning and Performance function provides oversight of financial, operational and customer performance across General Insurance and Life Insurance claims in Australia and New Zealand. Our focus is to drive business and customer benefit through workforce planning, automation and development of A.I. capabilities.To ensure our business thrives in a data-rich environment, we also provide timely data, insights, analysis and reporting to a range of internal, external and regulatory stakeholders.I also proudly lead the counter-fraud data practice, including development of an advanced rules engine and deployment of data science capabilities to ensure fraud risk is minimised.

Claims Operations is building on my previous Claims Performance role which has a strong foundation of data, performance management, automation and insight generation.Operations within Zurich's claims function extends to oversight of our expansive Delegated Authority Programs, Recoveries, Claims Investigations, Supply Partner Management (Procurement, Vendor Management) and Data Services & Reporting.These functions all have a strong risk and governance focus, and the ever-expanding use of data and automation ensures we continue to provide high quality insights to our stakeholders and customers.I love building automation tools such as claims processing robots and data workflows, and am excited to be leading a number of exciting technology implementations as we continue to improve claims handling effectiveness and customer experience.

Working as part of the Claims Senior Leadership Team across all GI lines of business, my mission is to generate high quality business insights for our internal stakeholders and GI customers, and in addition to enhance the financial and analytical acumen of the business at all levels.I am seeking to achieve this through application of existing and new technology solutions; developing the 'art of the possible' with our team; or to lead or support the business to scope, design and execute on strategies and change initiatives which drive continuous improvement within Claims.The role is responsible to meet local & global reporting requirements, ensuring the timely and accurate analysis of information detailing the overall financial performance of the claims function including claims initiative benefits and related local & global performance indicators.In addition this role supports enhanced reporting capabilities across multiple platforms and works closely with IT, Actuaries, Finance and Underwriting and Operations to support the GI business to achieve technical, financial and customer oriented outcomes.

My role sits within the GI Claims Operational Transformation function where I lead a number of high impact initiatives that drive efficiency, effectiveness and customer outcomes.I am currently the business lead for a project delivering a feasibility study into our claims workflow platforms which involves coordination of PM, BA and IT resources and the production of a robust business case for a multi-million dollar IT investment.Additionally, I have a portfolio of other critical change initiatives that leverage automation, robotics, straight through processing and vendor solutions that aim to reduce cost to serve, improve cycle time, increase accuracy and improve the claims journey for our customers

As Head of Claims Shared Services, I am responsible for leading the functional areas of the GI Claims operation including Recoveries, Fraud, Vendor Management, Assessing and Continuous Improvement functions with the goal of driving positive change that delivers customer-centric claims outcomes while delivering on a strategic goals.I have a wide portfolio of business improvement initiatives, requiring close engagement with other business functions to enable my team and I to achieve measurable benefit in customer, operational and technical results.Due to business priorities, I have now been seconded into a new role within Claims Transformation to lead a number of specific projects

Recovery is a critical part of the insurance claims process that heavily impacts the financial performance of every insurer, and delivery of quality recovery services has a positive impact on our ability to provide high quality claims services to all segments of our diverse customer base. I am primarily responsible for developing and driving Zurich's recovery strategy, including design and implementation of minimum standards and metrics for Claims Recovery across the global claims function, with a particular focus on supporting the development of local recovery capabilities in the many countries in which we operate.Further, I also act as a technical point of referral for claims matters where local expertise or authority is insufficient to resolve a claim issue. Additional responsibilities within my role are to carry out Technical Claims and Governance reviews, contribute to the design and roll out of our operating blueprint and development of data and reporting standards.

Zurich has a wide range of customers with equally diverse claims needs across the Asia Pacific region, and Vendor Management works with the business to ensure these needs are met.The Vendor Management function will source, manage and improve external vendor services within the Asia Pacific region which includes working closely with international loss adjusters and lawyers to develop claims handling protocols for large and complex losses. Further, I lead and coach country level Vendor Managers to design and implement vendor programs to improve cost management and improve claims outcomes.As a member of the Asia Pac leadership group, I am also providing technical and governance support within the region across multiple lines of business and claims functions, including operating documentation review, on site file reviews and report output with follow up actions.

Part of the Australian leadership team, this role ensured consistent technical standards were applied across all lines of business, and performance management of the recoveries portfolio was improved.Within this role, I led a team of recovery professionals and oversaw the resolution of large and complex matters from our commercial and Global Corporate claims teams.

Working with the Merger and Acquisition PMO Team as the lead for the Claims workstream for the purchase of MAA insurance in Malaysia. This was a highly diverse challenge that provided senior level leadership experience all lines of business and supporting functions.