Alan Orlow-Arczewski
Cranbourne,Australia
Summary
Results-driven Operations and People Leader with extensive experience managing large-scale customer service operations, multi-layered leadership structures, and performance-driven environments. Recognised for consistently stepping into senior operational responsibilities, leading large teams, and delivering strong outcomes across customer satisfaction, productivity, and employee engagement. Highly adaptable, commercially minded, and committed to continuous improvement and operational excellence.
Overview
12
12
years of professional experience
Work History
Operations Manager
TSA group/IAG
Melbourne, VIC
01.2025 - Current
- Regularly step into Operations Manager responsibilities across storm insurance claims operations, providing senior leadership support across multiple teams
- Hold operational oversight of over 60 storm insurance claims professionals through Team Leaders and 2ICs
- Provide senior operational oversight across multiple storm insurance claims teams, supervising functions responsible for aged claims, high-risk cases, and complex customer cohorts
- Directly oversee teams managing aged storm claims, ensuring appropriate prioritisation, recovery strategies, and timely resolution of long-running matters
- Supervise high-risk storm claims portfolios, including cases involving temporary accommodation, vulnerable customers, and contentious or escalated customer relationships
- Maintain governance and decision oversight for large loss storm claims exceeding $100,000, ensuring accuracy, consistency, and risk-appropriate handling
- Act as a senior escalation authority for complex operational, customer, and claim-handling risks, supporting defensible and customer-focused outcomes
- Lead workforce and capacity planning across teams to ensure effective coverage during CAT events and surge periods
- Monitor operational health through performance trends, aged claim movement, risk indicators, and quality outcomes
- Coach and challenge Team Leaders on strategic decision-making rather than day-to-day execution
- Identify systemic storm-claim issues, root causes, and process weaknesses, driving sustainable operational improvements
- Provide stability and leadership assurance during periods of heightened customer impact, weather events, or senior leadership absence
Team Leader
TSA Group Australia/IAG
01.2024 - Current
- Led and managed a team of 15 customer service consultants within home insurance and travel insurance environments, ensuring compliance with insurer guidelines, regulatory requirements, and service-level agreements
- Oversaw complex and aged insurance claims, including high-risk, sensitive, and escalated matters, driving timely and fair claim resolution
- Achieved strong success in reducing aged claims and increasing claim closure rates through targeted coaching, prioritisation frameworks, and active case management
- Provided expert guidance on policy interpretation, coverage decisions, liability assessment, and claims pathways
- Supported consultants in managing emotionally charged claims involving vulnerability, disputes, and financial stress
- Ensured adherence to insurance compliance standards, internal QA frameworks, and customer fairness obligations
- Partnered with quality and technical teams to uplift claim accuracy and decision quality
- Actively managed escalations, complaints, and insurer stakeholder expectations
- Drove performance across insurance-specific KPIs including claim timeliness, quality outcomes, customer satisfaction, and productivity
- Fostered a high-performance, accountable team culture focused on customer outcomes and operational excellence
Team Leader
La Playa
, Poland
07.2015 - 09.2016
- Led a team of six staff delivering corporate and large-scale events
- Ensured exceptional customer service and guest satisfaction
- Managed logistics, staff coordination, and on-site operations
- Maintained strong relationships with multinational corporate clients
Manager
Pizza Mariano
, Poland
04.2014 - 09.2016
- Progressed from Kitchen Assistant to Restaurant Manager
- Oversaw daily operations, staff supervision, and customer experience
- Handled conflict resolution and operational challenges
- Ensured high service standards and efficient business performance
Education
Senior Highschool number 99 - literature, art, cinematography, history of art, Polish language, persuasion techniques, advanced English
Liceum Herberta Number 99
Poland06.2016
Skills
- Insurance claims operations and service delivery
- Complex case and issue resolution
- Risk-aware decision-making and governance
- Customer advocacy and dispute management
- Regulatory compliance and quality standards
- Escalation and stakeholder management
- Performance and workload prioritisation
- Continuous improvement within insurance operations
Languages
Polish
Native/ Bilingual
English
Native/ Bilingual
Russian
Elementary
Czech
Limited
References
References available upon request.
Timeline
Operations Manager
TSA group/IAG
01.2025 - Current
Team Leader
TSA Group Australia/IAG
01.2024 - Current
Team Leader
La Playa
07.2015 - 09.2016
Manager
Pizza Mariano
04.2014 - 09.2016
Senior Highschool number 99 - literature, art, cinematography, history of art, Polish language, persuasion techniques, advanced English
Liceum Herberta Number 99