GAIL KELLY
Insurance Commission of Western Australia
Greenwood,WA
27
years of professional experience
Dynamic professional with a robust background in service delivery and team leadership, recognised for guiding teams to consistently meet and exceed performance targets while adeptly navigating changing demands. Expertise in process optimisation, conflict resolution, and fostering collaboration drives operational excellence and enhances team productivity. Known for reliability and a results-driven approach that ensures the achievement of organisational goals and the cultivation of a positive work environment. Committed to continuous improvement and empowering teams to reach their full potential.
Work History
Team Leader - Service Delivery
3 Years 10 Months- Supervise the day-to-day activities of a Claims Team including seven (8) Claims Officers, and one (1) Claims Resolution Officer.
- Support the Claims Services Manager to promote a positive work environment that reflects the values of the organisation
- Promote the use of contemporary communication to support the customer experience, including regular contact with empathy and respect
- Provide technical support and coaching to Claims Team on initial crash reports, liability assessment, claims management, and settlement processes
- Determine, authorise and negotiate claims liability and quantum, including attendance at conferences within delegated authority
- Contribute and strive to meet individual, team and divisional KPI’s
- Report to Claims Services Managers on claims issues and trends to inform decision-making
Claims Resolution Officer
5 Years 5 Months- Determines, negotiates and authorises liability of claims, including peer review and authorise quantum for claims, in line with delegated authority
- Authorises and manages claims entered for Trial
- Determine, negotiate and authorise plaintiff’s and defendant’s Legal Costs
- Authorises and instructs appointed Legal Advisors
- Reviewed and assessed condition of allocated claims and identified trends
- Determined and recorded accurate claims estimates to support decision-making
- Appraised and reported on performance metrics of Legal Panel to ensure compliance
- Assists with training, development and mentoring of Claims Team, coaching and supervising preparation and attendance for Settlement Conferences
- Complies with and sets as example of following the accountability, professional integrity and respect, consistent with the Insurance Commission’s Values and Codes of Conduct, and the public sector Code of Ethics.
Acting Claims Services Manager
2 Months- Led, guided, and directed teams to enhance employee engagement and achieve performance outcomes
- Maintained divisional and operational objectives, ensuring delivery of expected productivity outcomes
- Supervised Claims Teams to ensure effective end-to-end management of claims
- Ensures employee development plans are in place and employees participate in relevant training and development
- Investigates and responds to complaints
- Mar 2019 – May 2019
Catastrophic Claims Officer
10 Years- Managed portfolio of claims, ensuring compliance with claims management procedures, policies, and guidelines to maintain quality and consistency
- Delivered customer-focused service by providing accurate and timely advice to clients, enhancing their experience with the claims process
- Assessed claims promptly and accurately within delegated authority, contributing to effective claims resolution
- Provided customer service focus to all tasks including accurate and timely advice to clients
Acting Project Officer – Care and Support
- Supported Project Team as subject matter expert on established policies, procedures, and guidelines within Compulsory Third Party scheme
- Advised Project Team on establishment of Regulations, Guidelines, and Procedures for Catastrophic Injury Support (CIS) scheme
- Researched and analyzed other catastrophic, lifetime care and support schemes to recommend best practices for CIS scheme
- Facilitated training documents and information session to transfer knowledge of new legislation, amendments to existing legislation and system changes affecting staff
Acting Section Manager Catastrophic Claims
1 Year- Supported, trained, and guided team members on complex claims and operational issues to enhance team knowledge and efficiency
- Monitored team performance, coaching underperformers.
- Monitor team performance, coaching to underperformance as needs identified
- Identified ways to improve procedure and management of claims
- Consistently met requirements to notify business of reinsurance matters, by producing and monitoring relevant reports
- Work closely with division management in order to contribute to strategy and budget plans
- Represent ICWA professionally and undertake negotiations under my delegation
- Maintained positive, professional relationships with external stakeholders, including clients and their legal, medical, and financial representatives to facilitate effective collaboration
- Provide oversight to the workloads, behaviors and development of team members.
Acting Senior Claims Officer (80 Weeks)
6 Years- Supported small team with technical expertise to resolve complex issues
- Handled complex claims involving multiple stakeholders and escalated clients
- Attended settlement conferences to represent the ICWA
- Participated in settlement conferences to negotiate resolutions to represent the ICWA
Claims Officer
7 Years- Managed claims portfolio in accordance with management procedures, policies, and guidelines to ensure compliance, Delivered customer service-focused support to enhance client satisfaction
- Assessed claims with accuracy and timeliness within delegated authority to expedite resolution
- Achieved permanent employment status within 9 months of starting
- Advanced to Level 3 Claims Officer in 2 years through demonstrated performance
Education
Certificate IV - Legal Studies
Certificate of Proficiency - Office Clerical Management
Certificate of Secondary Education
Skills
Claims management
Negotiation skills
Customer service
Interpreting legislation
Coaching and mentoring
Compliance
Stakeholder management
Process improvement
Teamwork and collaboration
Reliability
Time management
Problem-solving abilities
Decision-making
Self motivation
Customer relationship management
Timeline
Team Leader - Service Delivery
Insurance Commission of Western Australia
12.2022 - CurrentRead More
Acting Claims Services Manager
Insurance Commission of Western Australia
09.2021 - 11.2021Read More
Claims Resolution Officer
Insurance Commission of Western Australia
07.2017 - 12.2022Read More
Acting Project Officer – Care and Support
Insurance Commission of Western Australia
01.2016 - 01.2016Read More
Acting Section Manager Catastrophic Claims
Insurance Commission of Western Australia
01.2015 - 01.2016Read More
Catastrophic Claims Officer
Insurance Commission of Western Australia
01.2007 - 01.2017Read More
Acting Senior Claims Officer (80 Weeks)
Insurance Commission of Western Australia
01.2001 - 01.2007Read More
Claims Officer
Insurance Commission of Western Australia
01.2000 - 01.2007Read More
Certificate of Secondary Education
Read More
Certificate of Proficiency from Office Clerical Management
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Certificate IV from Legal Studies
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