Jennifer Faglioni
Summary
I am a highly motivated and passionate Insurance professional with a wealth of experience in various facets of the industry, including product development, claims management, and operational leadership. In addition to my specialised expertise, I bring a broader understanding of business , allowing me to contribute to multiple areas within an organisation.
My true passion lies in leadership, as well as fostering strong relationships with clients and stakeholders. I thrive on developing and executing strategic initiatives that drive business growth and enhance customer satisfaction.
Overview
17
17
years of professional experience
Work History
Head of Product – Group Insurance
Zurich
09.2021 - Current
- Product innovation, management and development across the group life insurance channels of corporate, mastertrust and superannuation.
- As part of the broader Group Insurance leadership team contributed and delivered on business strategy, health and wellness initiatives and proposition into market.
- Enhanced product development process by implementing agile methodologies and streamlining team communication.
- Led cross-functional teams for successful product launches, resulting in increased market share and customer satisfaction.
- Established clear product vision, roadmaps and strategy, aligning business goals with customer needs.
- Mentored a team of product and senior product members in best practices for product management, fostering a culture of continuous improvement.
- Collaborated with partnership and marketing teams to develop go-to-market strategies that maximised revenue potential.
- Responsible for the Group Insurance lines of business for client remediation, compliance and first line risk.
Head of Group Claims
Zurich
09.2020 - 09.2021
- In this role, I will be responsible for the day-to-day management of Group Claims business for the Zurich.
- Fostered strong relationships with key stakeholders to secure buy-in for important projects and initiatives including development of new claims system, online claims and digital claims tools.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills working with key funds and broker communities.
- Optimized resource allocation, resulting in cost savings and increased profitability.
- Established a culture of continuous improvement through employee training and development initiatives.
- Implemented data-driven decision-making processes to guide future business strategy.
- Led as part of the group claims successful mergers and acquisitions, from ANZ to Zurich.
- Delivered exceptional results through the development of high-performing teams focused on innovation and excellence.
Head of Group Claims
ANZ Banking Group
07.2015 - 09.2020
- I am responsible for the day-to-day running and management of the Group Claims business for the ANZ Banking Group wealth arm - OnePath. (approx 85-100 people)
- Delivered exceptional results through the development of high-performing teams focused on innovation and excellence.
- Promoted a culture of transparency within the organization, enhancing trust among team members while enabling informed decision-making processes.
- Resolved conflict quickly to limit operational disruption and maintain positive, productive working environments.
- Cultivated and strengthened lasting fund, broker and internal stakeholder relationships using strong issue resolution and dynamic communication skills.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Participated and delivered on wider Group Insurance initiatives including tender submission, tender presentation, broker and fund education sessions.
- Implemented key initiatives targeted at early intervention to assist under performing fund/corporate plans.
- High Level claims authorities and litigation approvals.
Group Life Claims Team Manager
ANZ Banking Group
05.2013 - 06.2015
- In this role, I am responsible for the day-to-day running and management of a claims team consisting of 12 Claims Assessors.
- Reduced claim processing time by implementing efficient workflow management strategies.
- Led a highly effective claims team, consistently achieving or exceeding company benchmarks for accuracy and efficiency.
- Collaborated with other managers to develop standard operating procedures that streamlined claim adjudication processes across teams.
- Coordinated professional development opportunities for team members, fostering skill enhancement relevant to their roles.
- Consistently maintained a strong focus on customer service excellence, positively impacting client relationships and company reputation.
Claims Technical and Training Specialist
ANZ Banking Group
06.2011 - 05.2013
- My role was as a Claims Technical and Training Specialist, which forms part of the wider Claim Development Team that sits across both Group, Direct and Retail Claims at OnePath.
- Enhanced employee performance by developing and implementing comprehensive training programs.
- Conducted regular needs assessments to ensure alignment of training initiatives with organisational goals and objectives. This also included executing on quality assurance functions of the wider claims business.
- Streamlined onboarding process for new hires, resulting in increased technical ability and greater long term retention.
- Developed customised training materials including presentations, job aids, and facilitator guides for effective knowledge transfer.
Group Claims Team - Various Roles
Group Insurance – Claims (MLC)
04.2007 - 06.2011
- Whilst at MLC Life, worked in a number roles within the claims business including team leader, senior claims and claims assessor roles.
- Skilled at working independently and collaboratively in a team environment. Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations. Worked well in a team setting, providing support and guidance.
- Reduced claim resolution time with thorough investigations and effective negotiation techniques.
- Resolved complex claims, utilising expert knowledge of policy coverage and industry regulations.
- Trained new hires on claims procedures, ensuring a seamless transition into their roles as Claims Consultants.
- Facilitated smooth communication between all parties involved in the claims process – from clients, broker, employers and funds – resulting in efficient resolutions without undue delays or setbacks.
MLC Insurance Project Analyst
Contract Role – (MLC)
12.2006 - 04.2007
Education
Master of Business Administration and Global Project Management - Business Administration And Management
Torrens University
01.2025
Skills
- Cross Functional Leadership
- Product Vision and Strategy
- Stakeholder Management
- Data-Driven Decision-Making
- Value Proposition Development
- Prioritisation and Execution
Other Qualifications
- Certificate 4 Workplace Training and Assessment (2011)
- Internal MLC/ANZ/Zurich Training Programmes – Train the Trainer, Leadership Pathways, Effective Conversations, Business Writing, Leading Change, Leader of Leaders. Business strategy Business Presentation, Manager Excellence.
- Current participating in an APAC Female Acceleration Program
- RG 146 Superannuation (Kaplan)
References
- Gavin Pearce, Former COO Zurich Life Australia, 0412 133 133
- Maria Falas, Head of Legal – Everest Insurance, 0418 866 677, maria.falas@clearview.com.au
Timeline
Head of Product – Group Insurance
Zurich
09.2021 - Current
Head of Group Claims
Zurich
09.2020 - 09.2021
Head of Group Claims
ANZ Banking Group
07.2015 - 09.2020
Group Life Claims Team Manager
ANZ Banking Group
05.2013 - 06.2015
Claims Technical and Training Specialist
ANZ Banking Group
06.2011 - 05.2013
Group Claims Team - Various Roles
Group Insurance – Claims (MLC)
04.2007 - 06.2011
MLC Insurance Project Analyst
Contract Role – (MLC)
12.2006 - 04.2007
Master of Business Administration and Global Project Management - Business Administration And Management
Torrens University
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