Taunton, England, United Kingdom
A detail-oriented and results-driven professional with extensive experience in optimising operational procedures and streamlining work processes. Adept at leading projects from concept to completion under tight deadlines, I thrive in high-pressure environments while maintaining focus on quality. With a strong background in data gathering, process documentation, and clear communication, I excel at implementing effective management systems that drive success. Known for my adaptability, problem-solving skills, and ability to lead cross-functional teams, I bring both strategic thinking and a hands-on approach to every project.
• Serve as the primary liaison between stakeholders, including businesses, third-party partners, and operational teams, ensuring all actions align with project objectives and are properly documented. • Design and manage bordereau and accompanying control sheets for auditing, ensuring accurate tracking and reporting. • Develop and deliver Management Information (MI) reports for third-party data comparison, driving insights and enhancing decision-making. • Support and align with the overall business strategy, contributing to the achievement of organisational goals. • Collaborate with internal teams to optimise workflows, improve operational efficiency, and streamline processes across various business functions, including insurance and financial services. • Platform and system knowledge to configure, design and product documentation, ensuring alignment with scheme requirements and the open market.
• Responsible for managing the investigation of suspected insurance fraudulent claims referred making timely decisions and utilising a variety of database and systems tools, identification and assignment of relevant enquiries and reporting on findings. • Manage and prioritise case-loads accordingly. • Maintain a high level of competency and customer service whilst undertaking fraud investigations. • Identify new and emerging fraud trends. • Worked closely with management and peer group to deliver excellent performance. • Credit control / Book keeping duties of invoicing, debt chasing and bank reconciliation. • Client meetings / training on identifying potential fraud.
• Manage supplier and third-party bordereaux processing within the ECF Lloyd's Market. • Conduct monthly quality audits of bordereaux to ensure compliance and accuracy. • Perform financial reconciliation with Third-Party Administrators, ensuring consistency and accuracy in reporting. • Monitor and ensure adherence to Service Level Agreements (SLAs), consistently meeting established targets. • Design, implement, and track management statistics to improve decision-making and operational efficiency. • Review departmental tasks and process instructions for accuracy and consistency, ensuring cross-training of all team members. • Lead the design and execution of ad-hoc projects, driving process improvements and operational excellence. • Oversee and record staff activities, including holidays, sickness, training, one-on-ones, and disciplinary actions.
Team Leader to six employees and responsible for all that happened within the two departments. Areas of responsibility same as employment with RPSA Ltd.
• Assist in new and renewed set-up of clients, with pre-pricing, invoicing, contracts and using in-house systems to set and renew policies. • System set up and maintenance of client organisational charts. • Preparing monthly bordereaux, quarterly and ad hoc reports within strict Service Level Agreements. • Involved in the design and delivery of new client procedures, processes and reports. • Influence and establish best practice within the Support Services team and wider division and ensuring that Service Level Agreements were met. • Participate as required in team, division and wider company projects and initiatives. • Close working relationship with National Branch Managers and Team Leaders to ensure service levels were achieved. • Support for Sales Team and Dedicated Client Managers, attending internal meetings. Claim Support Team Leader, Arthur J Gallagher (transfer to Gallagher Bassett) • Overseeing all areas of the claims support function and ensuring Service Level Agreements were met and exceeded for dealing with claims, processing and reconciliation of claim payments for claimants and third parties and all department communication. • Provide management statistics relating to the performance of the department on a weekly and monthly basis. • Providing monthly statistics for clients. • Provide support to the Claims Analysts department. • Undertaking bi-annual large loss reviews. • Overseeing Insurer and internal audits. • Providing daily support for the Operations Director / Head of Claims. • Recording and monitoring staff holidays, sickness, training, one to ones and disciplinary issues.