• Lead and coach a team responsible for the investigation and resolution of complex disputes received by the CBA Group internally, as well as from the Ombudsman and other external agencies including the Financial Ombudsman Service.• To ensure the correct analysis of complaints received through Internal Dispute Resolution (IDR) and the External Dispute Resolution (EDR) processes.• Liaising with other business units and internal and external stakeholders within Comminsure and across the CBA group requiring a high level of negotiation and persuasion skills.

• Oversaw and led direction of litigation and investigation strategies.• Worked with Corporate Affairs and Senior Executives to provide advice on serious threats to the business..

• Minimised current and future claims costs through the effective control of claims leakage and fraud risk management in the core products of Motor, Home and CTP. • NSW decision maker for investigated fraud, alcohol and drugs, fire and submerged claims. • To reduce stress and provide peace of mind for our customers by attending to referred claims in a professional and timely manner, whilst ensuring excellence in customer service.• Overview and co-ordinate all investigations into claims across three products covering fraud, underwriting and policy terms and conditions. Provide risk management advice to management and staff alike on a day-to-day basis.