Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Holly Harris

Emu Heights,NSW

Summary

Dynamic Client Partnership Manager at DXC with a proven track record in strategic claims management and stakeholder engagement. Adept at enhancing service delivery and client retention, I excel in building strong relationships and implementing process improvements that drive satisfaction and outcomes. Passionate about fostering collaboration and delivering results in complex environments.

Overview

21
21
years of professional experience

Work History

Client Partnership Manager

DXC
04.2025 - Current
  • In this role, I was responsible for building strong relationships between DXC and TMF Health in preparation for the TMF transition.
  • I worked collaboratively with all of the TMF Health Agencies to ensure their transition would be seamless.
  • I worked across internal teams supporting improvement initiatives that would directly contribute to TMF Health outcomes and satisfaction.
  • My key responsibilities include:
  • Acting as a primary contact for TMF Health, ensuring a service delivery that was aligned with the contractual expectations and performance benchmarks.
  • Led business and process development efforts specifically related to the TMF Health portfolio, including relationship management and proactive stakeholder engagement.
  • Collaborated with senior leadership and operational teams to tailor service offerings and solutions to meet the specific needs for TMF Health.
  • Engaged regularly with icare, health agencies and Ministry of Health to develop and deepen relationships.
  • Strengthened trust with TMF Health and positioned DXC as a responsive and knowledgeable partner in the delivery of insurance for TMF Health.

Capability Specialist

QBE
04.2024 - 04.2025
  • In this role, I provide dedicated support to the Case Management teams, collaborating closely with Case Managers, Team Leaders, Technical Specialists, and Injury Management Specialists.
  • My key responsibilities include:
  • Leading the rollout of icare’s Professional Standards Framework for Team Leaders, Technical Specialists, and Injury Management Specialists to ensure consistent standards across the team.
  • Conducting assessments for Team Leaders, Technical Specialists, Injury Management Specialists, and Case Managers in alignment with icare’s Professional Standards Framework.
  • Uploading and maintaining the assessed evidence into icare’s trackers, ensuring accurate records are kept for evaluation purposes.
  • Attending icare Professional Standards Framework collaboration days, engaging in team discussions and strategy sessions to improve framework implementation.
  • Collaborating with the Delivery Manager on the development and enhancement of Case Manager tiered learning programs, fostering continuous professional growth and skills development within the teams.

Legal Specialist

Catholic Churches Insurance
02.2024 - 04.2024
  • In this role, I provide vital support to the Claims Teams in managing legal matters, including those in the Personal Injury Commission, Whole Person Impairment (WPI) assessments, and Work Injury Damages settlements.
  • My core responsibilities include:
  • Liaising with Panel Solicitors and Employers in relation to:
  • Legal matters before the Personal Injury Commission.
  • The settlement of Whole Person Impairments.
  • The settlement of Work Injury Damages claims.
  • Actively participating in Personal Injury Commission teleconferences and Conciliation/Arbitration sessions for matters referred to the Commission, ensuring appropriate legal representation and outcomes.
  • Engaging in informal settlement hearings for Work Injury Damages cases, facilitating the resolution of claims and supporting settlements.

Technical Specialist

Gallagher Bassett
02.2023 - 02.2024
  • In this position, I provide technical support to the Case Management Teams.
  • I work with Case Managers, Team Leaders and Injury Management Specialists.
  • My responsibilities are as follows:
  • Develop and implement processes and outputs relating to claims management.
  • Work with the claims teams to provide continuous support to the team and to develop and implement effective strategies to support the achievement of key performance and remuneration measures.
  • Quality assurance reviews.
  • Identify improvement opportunities and work with the team to maximise the effectiveness of case management.
  • Provide regular coaching and feedback to Case Managers to improve the quality of decisions relating to:
  • Quality reviews.
  • Management of disputes.
  • Review and edit Section 78 notices.
  • Review and edit questions to Independent Medical Examiners.
  • Review factual and medical reports and liaise with the Case Manager to strategize what further evidence is required.
  • Participation in strategic reviews with Team Leaders, Case Managers and Injury Management Specialists for claims.

Investigation Operations Manager

SureFact Group
03.2022 - 02.2023
  • In this position, I provide technical support to the Case Management Team and Investigators across the country.
  • I work directly with Case Managers, Investigators, General Managers, and Clients.
  • My responsibilities are as follows:
  • Reviewing and editing reports.
  • Allocating referrals to the right Investigators for the file.
  • Reviewing referrals to ensure that all the requirements are identified before allocation to an investigator.
  • Educating Investigators on the specific information that needs to be obtain in relation to the referral.
  • Liaising with Insurers to get an understanding of what they require for their investigation and working with them to identify other areas that require attention.
  • Providing technical advice to Investigators and Clients.
  • Development initial liability training.
  • Management of the SureFact Academy.
  • Assist in the generation of new leads.
  • Ensure client retention through building rapport with clients.
  • Training and development for the Case Management Team.
  • Act as a Manager for the Case Officers within the SureFact Group.
  • Provide relief to the General Manager – Operations & Partnerships as their trusted 2IC.

Technical Specialist

Allianz – Authorised Provider
11.2020 - 03.2022
  • In this position, I provide technical support to the Case Management Teams.
  • I work directly with Case Managers, Team Leaders, Injury Management Specialists, clients and Panel Solicitors.
  • My responsibilities are as follows:
  • Work with the Team Leader and Injury Management Specialist to provide continuous support to the team and to develop and implement effective strategies to support the achievement of key performance and remuneration measures.
  • I identify improvement opportunities and work with the team to maximise the effectiveness of case management.
  • Provide assistance to Case Managers to assist them with reviewing their incoming claims of our team.
  • Provide regular coaching and feedback to Case Managers to improve the quality of decisions relating to:
  • Liability.
  • Work Capacity.
  • Permanent impairment.
  • Weekly payment entitlements.
  • Quality reviews.
  • Management of disputes.
  • Review and edit Section 78 notices.
  • Review and edit questions to Independent Medical Examiners for the purposes of whole person impairment and liability.
  • Review factual and medical reports and liaise with the Case Manager and client to strategize what further evidence is required.
  • Participation in strategic reviews with Employers, Brokers, Team Leaders and Case Managers for claims.
  • Liaise with Panel Solicitors and Employer’s.
  • Participate in the Personal Injury Commission Teleconferences and Conciliation Arbitration for matters that are referred to the Commission.

Technical Specialist

EML – Return to Work Services
02.2020 - 11.2020
  • In this position, I provided technical support to the Case Management Teams.
  • I worked directly with Case Managers, Team Leaders and Injury Management Specialists.
  • My responsibilities were as follows:
  • Work with the Team Leader and Injury Management Specialist to provide continuous support to the team and to develop and implement effective strategies to support the achievement of key performance and remuneration measures.
  • I identify improvement opportunities and work with the team to maximise the effectiveness of case management.
  • Provide assistance to Case Managers to assist them with reviewing their incoming claims for liability.
  • Provide regular coaching and feedback to Case Managers to improve the quality of decisions relating to:
  • Liability.
  • Work Capacity.
  • Permanent impairment.
  • Weekly payment entitlements.
  • Quality reviews.
  • Management of disputes.
  • Review and edit Section 78 notices.
  • Review and edit questions to Independent Medical Examiners for the purposes of whole person impairment and liability.
  • Participation in strategic reviews with Employers, Brokers, Team Leaders and Case Managers for claims.

Eligibility Specialist

EML – Treasury Managed Fund
10.2014 - 02.2020
  • In this position, I provided technical advice on liability to Treasury Managed Fund claims departments.
  • I worked directly with Case Managers, Team Leaders, Return to Work Specialists and Injury Management Advisors to collect relevant information that enabled me to accurately assess liability and entitlements in accordance with NSW Workers Compensation legislation.
  • My responsibilities were as follows:
  • Receive, critically review and action a selection of the incoming Treasury Managed Fund claims.
  • Collect and collate all relevant information, including prior claim histories.
  • Determine initial liability in accordance with NSW Workers Compensation legislation.
  • Actively consult with all relevant stakeholders.
  • Provide an action plan to Case Managers and relevant stakeholders.
  • Collect data on Initial liability and provide reports on this.
  • Collect data on closed files and report on any trends.
  • Draft Section 78 notices.
  • Draft questions to Independent Medical Examiners.
  • Provide coaching to Case Managers.
  • Participation in strategic reviews with employers, team leaders and case managers for claims that have been deemed contentious in nature.

Case Manager

EML – Treasury Managed Fund
03.2013 - 10.2014
  • Key Responsibilities:
  • Management of claims from beginning to end.
  • Assisting Employers in a durable and safe return to work.
  • Liaising with Injured Team Members, Nominated Treating Doctor’s and Employer’s.
  • Educating Injured Workers and Nominated Treating Doctors of the Return to Work process.
  • Developing Injury Management plans.
  • Organising Investigations such as Factual, Surveillance and IME’s.
  • Regular Client Claims Reviews.
  • Keeping informed of all legislative changes.
  • Keeping detailed records of claims progression.
  • Determining complex liability decisions.
  • Keeping to company policies and procedures and legislative requirements in Claims Management.
  • Estimating.
  • Ensuring a durable claim closure.
  • Educating Team Members and Employers of the Return to Work process.
  • Ensuring completed Return to Work Plans within timeframes.
  • Completion of Injury Management Plans.
  • Educating employers in the payment of wages.
  • Making Work Capacity decisions and advising the Injured Workers of these decisions.
  • Following company polices and procedures and legislative requirements in Claims Management.
  • Processing wage reimbursement schedule.

Claims Officer

Wesfarmers Group WorkCover
02.2006 - 02.2013
  • Company Overview: Wesfarmers Group WorkCover is the Self Insurer managing Workers Compensation claims for employees of brands owned by Wesfarmers including, Coles Supermarkets, Kmart, Target, Liquorland, Officeworks, Coles Express, Kmart Tyre and Auto NSW & Act.
  • Key Responsibilities:
  • Management of claims from beginning to end.
  • Assisting Employers in a durable and safe return to work.
  • Liaising with Injured Team Members, Nominated Treating Doctor’s and Employer’s.
  • Organising Investigations such as Factual, Surveillance and IME’s.
  • Regular Client Claims Reviews.
  • Keeping informed of all legislative changes.
  • Keeping detailed records of claims progression.
  • Determining complex liability decisions.
  • Keeping to company policies and procedures and legislative requirements in Claims Management.
  • Estimating.
  • Ensuring a durable claim closure.
  • Educating Team Members and Employers of the Return to Work process.
  • Ensuring completed Return to Work Plans within timeframes.
  • Completion of Injury Management Plans.
  • Educating employers in the payment of wages.
  • Wesfarmers Group WorkCover is the Self Insurer managing Workers Compensation claims for employees of brands owned by Wesfarmers including, Coles Supermarkets, Kmart, Target, Liquorland, Officeworks, Coles Express, Kmart Tyre and Auto NSW & Act.

Team Support Officer

Coles Group
03.2004 - 01.2006
  • In this role, I assisted claims managers in Self Insurance by providing administration support in all aspect of claims lodgement and ongoing administration management.
  • Key responsibilities:
  • Entering new Workers Compensation claims.
  • Processing the payment of accounts within a 7-day period.
  • Sorting Mail.
  • Cancelling and Re–issuing of Cheques.
  • Supporting Claims Officers.
  • Dealing with account queries.
  • Filing.

Education

Education Program WorkCover - Fraud Investigation/7 Habits of Highly Effective Claims Managers

03.2005

School Certificate -

01.1993

Certificate 3 in Office Administration -

Certificate 3 in Health Office Procedures -

Certificate 4 in Workplace Training and Assessment -

Certificate 3 in investigative services -

Negotiation Training -

Motivational Interviewing -

WorkCover Introduction to Return-To-Work Coordinator -

WPI training -

iCare

Work Capacity training -

icare

Skills

  • Strategic claims management
  • NSW legislation
  • Technical guidance
  • Quality assurance
  • Strategic reviews
  • Legislative requirements
  • Stakeholder engagement
  • Client rapport
  • Service delivery
  • Client retention
  • Strategic initiatives
  • Team coaching
  • Legal matters management
  • Work injury damages
  • Personal injury proceedings
  • Collaboration and teamwork
  • Organizational skills
  • Attention to detail
  • Issue identification and resolution
  • Solution implementation
  • Adaptability and integration
  • Client relationship management
  • Data analysis and reporting
  • Regulatory compliance
  • Process improvement and development
  • Performance measurement and review
  • Conflict resolution and negotiation skills

References

Referees available upon request.

Timeline

Client Partnership Manager

DXC
04.2025 - Current

Capability Specialist

QBE
04.2024 - 04.2025

Legal Specialist

Catholic Churches Insurance
02.2024 - 04.2024

Technical Specialist

Gallagher Bassett
02.2023 - 02.2024

Investigation Operations Manager

SureFact Group
03.2022 - 02.2023

Technical Specialist

Allianz – Authorised Provider
11.2020 - 03.2022

Technical Specialist

EML – Return to Work Services
02.2020 - 11.2020

Eligibility Specialist

EML – Treasury Managed Fund
10.2014 - 02.2020

Case Manager

EML – Treasury Managed Fund
03.2013 - 10.2014

Claims Officer

Wesfarmers Group WorkCover
02.2006 - 02.2013

Team Support Officer

Coles Group
03.2004 - 01.2006

Education Program WorkCover - Fraud Investigation/7 Habits of Highly Effective Claims Managers

School Certificate -

Certificate 3 in Office Administration -

Certificate 3 in Health Office Procedures -

Certificate 4 in Workplace Training and Assessment -

Certificate 3 in investigative services -

Negotiation Training -

Motivational Interviewing -

WorkCover Introduction to Return-To-Work Coordinator -

WPI training -

iCare

Work Capacity training -

icare

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