Summary
Overview
Work History
Education
Skills
References
Timeline
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Althea Van Der Sandt

Melbourne,Victoria

Summary

Strategic, results-driven professional with demonstrated success elevating operational standards to improve overall team and business performance. Communicates clear work expectations and company vision to set and achieve measurable goals in demanding, complex work environments. Proven leader with seasoned ability to inspire teams and capitalize on emerging opportunities to enhance business profile, reputation, and influence. Efficient professional with experience and proven knowledge of team building, branding, and new business development. Aiming to leverage my abilities to successfully fill the Advice Training & Development Manager role on your team. I am a highly-motivated employee with desire to take on new challenges, with strong work ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Effective at creating and optimizing training programs for new, professional, supervisory and management positions. Excellent communicator, multitasker and problem-solving abilities. Advanced skills in design and development of training programmes, courses and materials, with in-depth understanding of training requirements for different departments and levels. Knowledgeable training leader with proven skills in program and team management. Successful at evaluating training needs and program operations to make effective decisions. Conversational abilities in several fields of study in the financial services industry, including, but not limited to, superannuation, insurance, claims, regulatory frameworks and providing financial advice and service directly to the member.

Overview

14
14
years of professional experience

Work History

Training Manager

MUFG Pension & Market Services
Melbourne, Victoria
09.2023 - Current
  • Developed training materials, including manuals, guides and handouts.
  • Organized and coordinated training sessions for new employees.
  • Conducted assessments to determine skill gaps of existing personnel.
  • Created post-training evaluation surveys to measure performance improvement.
  • Provided coaching and mentorship programs for staff members.
  • Monitored progress of trainees through feedback from managers and supervisors.
  • Identified areas of improvement in existing training methods and procedures.
  • Maintained up-to-date records of employee training activities within the organization's database system.
  • Advised management on best practices related to employee education initiatives.
  • Analyzed data to evaluate effectiveness of current training program offerings.
  • Developed instructional materials such as presentations, videos, simulations and online courses.
  • Designed training schedules for new and existing employees.
  • Approved new training techniques and suggested enhancements to optimize existing training programs.
  • Collaborated with management to align on strategy and communication of content.
  • Produced reports and maintained training documents to support training activities.

Divisional Manager Customer Experience

Discovery
Johannesburg
07.2022 - 05.2023
  • Monitoring employee performance levels against pre-defined KPIs in order to identify potential training needs or disciplinary actions required.
  • Creating reports on the status of all open claims cases, identifying trends in customer feedback and providing actionable insights to management.
  • Providing ongoing coaching and guidance to staff members to enhance their technical abilities and increase productivity.
  • Identify areas for improvement in existing processes through analysis of past performance metrics and implemented changes accordingly.
  • Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
  • Responsible for team of 30 agents, team leaders and manager.
  • Accountable for reducing lapse rate by implementation of key strategies, systems, process and reporting.
  • Controlled costs and optimized spending via restructuring of budgets for labor, capital assets, inventory purchasing and technology upgrades.
  • Performed statistical analyses to gather data for operational and forecast team needs.
  • Reduced process bottlenecks by implementing training and coaching regiments for employees on practices, procedures and performance strategies.
  • Accomplished multiple tasks within established timeframes.
  • Maximized performance by monitoring daily activities and mentoring team members.

Divisional Enablement Manager

Discovery
Johannesburg
11.2021 - 06.2022
  • Developed and implemented strategies to increase customer satisfaction and loyalty.
  • Created monthly reports for senior management summarizing operational performance metrics.
  • Coached, mentored and trained team members in order to improve their job performance.
  • Established processes to ensure efficient workflow throughout the organization.
  • Monitored budgets and expenditures to ensure cost-effectiveness while maintaining quality standards.
  • Initiated new projects that resulted in increased productivity across all departments.
  • Provided leadership during times of organizational change or crisis situations.
  • Implemented new technologies to streamline operations, reduce costs, and improve customer service.
  • Developed annual goals for each department based on market trends and competitor analysis.
  • Analyzed customer feedback data to develop action plans for improving services offered.

Divisional Claims Manager

Discovery
Johannesburg
05.2018 - 10.2021
  • Reduced claims leakage by 12% over 6 months.
  • Controlled costs and optimized spending via restructuring of budgets for labor, capital assets, inventory purchasing and technology upgrades.
  • Developed and maintained relationships with customers, brokers and suppliers through account development.
  • Performed statistical analyses to gather data for operational and forecast team needs and risk management.
  • Monitored expenditures to mitigate risk of overages.
  • Recruited and hired top performers to add talent and value to department.
  • Applied customer feedback to develop process improvements and support long-term business needs.
  • Evaluated suppliers to maintain cost controls and improve operations.
  • Reviewed and approved complex claim settlements, making sure they were within policy guidelines.
  • Monitored the performance of 80+ adjusters and their team leads and managers to ensure accuracy, timeliness and compliance with departmental standards.
  • Resolved escalated customer issues by providing effective solutions in a timely manner.
  • Identified potential fraud cases by conducting investigations into suspicious activity.
  • Prepared detailed reports on claim status and activities for management review.
  • Ensured compliance with all applicable laws, regulations, policies and procedures related to claims processing.
  • Implemented risk mitigation measures such as quality assurance reviews of high-risk cases.

Training Manager

Discovery
Johannesburg
12.2016 - 04.2018
  • Conducted orientation sessions and organized on-the-job training for new hires.
  • Alternated training methods to diversify instruction, strengthen learning opportunities and enhance program success.
  • Tested all training software and hardware prior to commencing training programs.
  • Managed new employee orientation training process for more than 100 employees each year.
  • Assessed skill gaps for employees and developed training courses to meet identified needs.
  • Selected and assigned instructors to conduct specific training programs.
  • Directed training programs and development paths for managers and supervisors.
  • Created in-depth training manual for all employees.
  • Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
  • Reviewed and edited all training materials for accuracy and company policy compliance.
  • Assisted with onboarding new employees by conducting orientation and company-wide or job-specific training.
  • Developed new training programs in compliance with company and government standards.

Team Leader - Claims

Discovery
Johannesburg
11.2013 - 12.2014
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
  • Identified procedure or process changes required to improve performance and productivity.
  • Reviewed operations reports to understand numbers and trends.
  • Planned and resourced personnel and logistics for operations component exercises resulting in highly trained personnel ready to act quickly in critical roles.
  • Accountable for optimal daily claims operations and processing.
  • Built strong relationships with customers through positive attitude and attentive response.
  • Mentored and guided employees to foster proper completion of assigned duties.
  • Participated in cross-functional team-building activities.
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
  • Coordinated weekly meetings for internal and external groups.
  • Initiated timely response to emails, voicemails and written correspondence.
  • Led team of 10 members while providing exceptional customer service.
  • Coached team members in customer service techniques, providing feedback and encouragement toward reaching operational goals and effectively managing claims processes.
  • Implemented new working processes to deliver multiple improvements.

Agent - Claims And Legal

Discovery
Johannesburg
07.2010 - 10.2013
  • Worked with customers and brokers to understand needs and provide excellent service.
  • Collaborated with team members to achieve target results.
  • Learned new skills and applied to daily tasks to improve efficiency and productivity.
  • Exceeded goals through effective task prioritization and great work ethic.
  • Responsible for effectively managing portfolio of 300 claims while maintaining excellent levels of service.

Education

RE5 Regulatory Examination : Representatives in All Categories of FSPs - Financial Planning And Services

Moonstone Information Refinery
Johannesburg, South Africa
11-2022

Bachelor Of Corporate Governance In Administration: Governance - Corporate Governance

University Of The Witwatersrand
Johannesburg, South Africa
06-2022

Train The Trainer - Learning & Development

LearnFast
Pretoria, South Africa
01-2017

Skills

  • Adult Learning Theories
  • Coaching and Mentoring
  • Course design
  • Leadership training
  • Learning Management Systems
  • Multimedia Content Creation
  • E-Learning Platforms
  • Soft skills training
  • Instructor Evaluations
  • Training Program Development
  • Instructor Training
  • Training Program Assessment

References

Tanya Roelofsz, Discovery Pty Ltd, Deputy Chief Of Operations, 27761863734, TanyaR3@discovery.co.za

Additional references available upon request.

Timeline

Training Manager

MUFG Pension & Market Services
09.2023 - Current

Divisional Manager Customer Experience

Discovery
07.2022 - 05.2023

Divisional Enablement Manager

Discovery
11.2021 - 06.2022

Divisional Claims Manager

Discovery
05.2018 - 10.2021

Training Manager

Discovery
12.2016 - 04.2018

Team Leader - Claims

Discovery
11.2013 - 12.2014

Agent - Claims And Legal

Discovery
07.2010 - 10.2013

RE5 Regulatory Examination : Representatives in All Categories of FSPs - Financial Planning And Services

Moonstone Information Refinery

Bachelor Of Corporate Governance In Administration: Governance - Corporate Governance

University Of The Witwatersrand

Train The Trainer - Learning & Development

LearnFast

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