Phil Richards Email & Phone Number

Sydney, New South Wales, Australia

Insurance ♦ Business Improvement ♦ Change Management ♦ Product Development ♦ Project Delivery ♦ Operations Support ♦ Process ImprovementKey Responsibilities:The core focus of this position is to represent NRMA Insurance, in the delivery of product innovation on various product and operational projects, to deliver improved customer experience, efficient operations, improved products / services, as well as system enhancements. Other responsibilities include: ● Assisting with product development initiatives across Product & Underwriting, representing all IAG brands● Preparation of funding requests for compliance projects; e.g. CTP Document Compliance project, and the Roads and Maritime DRIVES interface project● Senior Business Expert on the CTP Document compliance project ● Stakeholder engagement – liaison with various stakeholders to ensure optimum levels of compliance with respect to the newly designed CTP document● Product owner for the Tax Invoice Remediation project

Insurance ♦ Business Improvement ♦ Change Management ♦ Product Development ♦ Project Delivery ♦ Operations Support ♦ Process ImprovementKey Responsibilities:● Ensured consistently high levels of operational compliance with the business rules of: Motor Accidents Authority, Roads and Maritime Services, and the Insurers of the CTP Scheme in NSW● Applied operational changes driven by external change● Content owner of all CTP related topics for the NRMA Insurance frontline help program● Managed the CTP collateral and documentation issued to all NSW CTP customers ● Responded to complaints received by NRMA Insurance, via the Motor Accidents Authority● Senior Business Expert on the delivery of the Roads and Maritime DRIVES Interface project● Subject Matter Expert, representing CTP Portfolio regarding the CTP price sophistication project, electronic refunds project and the electronic documentation project● NRMA Insurance representative on external, industry wide working groups, including:- CTP Green Slip document redesign- Roads and Maritime DRIVES Interface- CTP Fraud and Premium Avoidance

Sydney, Australia

Insurance ♦ Business Improvement ♦ Change Management ♦ Product Development ♦ Project Delivery ♦ Operations Support ♦ Process ImprovementKey Responsibilities:● Team leadership – supervision, coaching and mentoring of the CTP Product and policy support team comprising of 6 team members● Provided expert technical advice and support with product, underwriting and system issues● Actively reviewed CTP rates and premium discount structure through the automation and refinement of the implemented system changes● Diligently compiled CTP product, sales and development process and procedures manual● Achieved ongoing compliance with quality assurance guidelines ● Developed, implemented and supported sales strategies and supporting materials for frontline NRMA, branch and call centre staff

Insurance ♦ Business Improvement ♦ Change Management ♦ Product Development ♦ Project Delivery ♦ Operations Support ♦ Process ImprovementKey Responsibilities:● Responsible for coordinating multiple CTP product and policy support-related tasks, including stakeholder engagement, project management and training and development ● Managed NRMA CTP Insurance complaints in relation to pricing or policy● Key contributor to ongoing growth and success of NRMA Insurance through actively instituting ethical and safe practices, including identification of fraud cases● Conducted quality assurance adherence auditing automation

Springwood, Nsw

September 2010 – June 2012: CTP Senior Product ConsultantJanuary 2008 – September 2009: CTP Product ConsultantMarch 2006 – January 2008: CGU Processing OfficerNovember 2003 – March 2006: NRMA Sales and Service Consultant, NRMA Springwood