Summary
Overview
Work History
Skills
Accomplishments
Timeline
Generic

Adlah Khattar

Sydney,NSW

Summary

I’m captivated by a role that allows me to influence and guide others to succeed and motivate them to achieve great results. I enjoy working alongside a team to create a seamless and pleasant experience for clients where no task is too hard. I’m dedicated, a quick learner and show passion in everything that I do.

Overview

12
12
years of professional experience

Work History

Coaching & Performance Manager

Hollard Insurance
02.2022 - 06.2023
  • Developed working relationships with front-line leaders.
  • Identified learning opportunities while developing and leading Coaching & Performance Specialists towards mastery level of positions.
  • Assisted classroom training to promote hands-on practice and simulation to maximize learning.
  • Advised and counselled on performance and behaviour through coaching.
  • Build and maintain good working relationships within the team and with external stakeholders to ensure the best customer outcome and seamless experience is provided.
  • Deliver on and role model contribution towards continuous improvement and influence the business to make change.
  • Ensuring adherence to the businesses compliance standards is within legislative and operational guidelines by supporting conversations and providing data and analysis.
  • Proactively seeking feedback to improve the business coaching framework.

Claims Delivery Manager

CommInsure
02.2020 - 02.2022
  • Central point of contact and driver of delivery for the General Insurance Code of Practice project, particularly in relation to the Home and Motor Claims space.
  • Supporting the development of the Claims Performance framework, including integration of KPI’s, monitoring business results and ensuring compliance requirements are achieved, working closely with Risk & Compliance.
  • Drive a continuous improvement and lean thinking culture through clear leadership and role modelling. Identifying major improvement opportunities across Claims, ensure these are prioritised, and support the execution.
  • Point of reference for monitoring and ensuring that reports and actions required are carried out in the agreed timeframes by the business.
  • Play a proactive role in providing and reviewing information when internal audits are carried out. Prioritising work by considering its risk, importance, urgency, and implications.
  • Consistent customer focus aligning to the Group and Divisional values, obligations and initiatives with continuous application of the ‘Should We’ test.
  • Develop and maintain effective working relationships with all stakeholders including Operations, Claims and Business Leaders and their teams.
  • Coach and mentor peers, leaders and other claims staffs in line with their development plan or technical knowledge of their role.
  • Writing and reviewing Standard Operating Procedures relevant to the claims business to help uplift and streamline processes.

Senior Claims Consultant

CommInsure
05.2019 - 02.2020
  • Reviewed insurance and claims documents to verify required information and secure any missing data for settlements.
  • Followed up with customers on unresolved issues.
  • Understood requirements for disputes, gathered evidence to support claims and prepared customer cases to handle appeals.
  • Monitored compliance with regulations and industry best practices to promote fair and proper treatment for insured customers.
  • Be available to the team to answer referrals; assist and support new employees training; identify areas for development or additional training.
  • Work closely with Team Leaders to identify training opportunities for the team and help execute the delivery of team and individuals improvement.
  • Assisted in design & development of training packs, materials, workbooks and roll-out training to the claims business.
  • Support and ensure the successful embedding of all training through monitoring, feedback and tracking results.
  • Regularly participate in call monitoring and provide coaching support where required.
  • Review claims decline decisions to confirm correct outcomes.
  • Identify and report any risks in the business.
  • Review and action business reporting within SLA.
  • Review process guidelines and provide necessary feedback.
  • Confirm areas for improvement or updates including highlighting of out-of-date or unavailable processes.
  • Mentor team members in line with their development plans.

Specialist – Digital Claims Experience

IAG
06.2018 - 11.2018
  • Assist with the design and development of the customer’s digital claims experience across all digital channels.
  • Engaging with stakeholders across relevant functions including business design which is specific to the digital claims experience.
  • Understand the customer journey and how this impacts the claims experience and uncovering pain points to improve the customer journey.
  • Suggest prioritisation and sequencing of stories based on business value, objectives and initiatives.
  • Understand current business performance, not just specific to KPI’s.
  • Embed business insights which relate to performance and define fact base to determine success metrics.
  • Governance through adherence to group policies and adhere to process and regulatory requirements.
  • Effective embedment of communication, change and learning plans into the business.
  • Ensure a workplace of safety and wellbeing.

Team Leader – Motor Claims

IAG
06.2011 - 06.2018
  • Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
  • Supervised team members to confirm compliance with set procedures and quality requirements.
  • Worked with team to identify areas of improvement and devised solutions based on findings.
  • Built strong relationships with customers through positive attitude and attentive response.
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.
  • Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
  • Held weekly team meetings to inform team members on company news and updates.
  • Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
  • Maintained database systems to track and analyse operational data.
  • Developed and updated tracking spreadsheets for process monitoring and reporting.
  • Evaluated customer needs and feedback to drive product and service improvements.
  • Educated staff on organisational mission and goals to help employees achieve success.
  • Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.

Skills

  • Operational Standards
  • Process Knowledge
  • Train Staff
  • Delivery Schedules
  • Customer Care
  • Issue Resolution
  • Operational Efficiency
  • Microsoft Excel
  • Procedure Analysis

Accomplishments

  • 2021 Customer Service Institute of Australia (CSIA) Finalist for Customer Service Advocate of the Year
  • 2021 Best of the Best Award Winner
  • 2021 Ultimate Success Winner
  • 2021 Excellence Awards Finalist
  • CEO Excellence Award Winner – March 2021 Quarter
  • Claims Legend for the value “Care” – December 2020 Quarter

Timeline

Coaching & Performance Manager

Hollard Insurance
02.2022 - 06.2023

Claims Delivery Manager

CommInsure
02.2020 - 02.2022

Senior Claims Consultant

CommInsure
05.2019 - 02.2020

Specialist – Digital Claims Experience

IAG
06.2018 - 11.2018

Team Leader – Motor Claims

IAG
06.2011 - 06.2018

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Adlah Khattar