Jessica-Anne Hofbauer-Jonas
Sydney,NSW
Summary
Dedicated Training and Capability professional demonstrating a high level of ownership and initiative possessing exceptional work ethic and desire to go above and beyond to exceed company expectations. Successful in fast-paced, deadline-driven environments to manage goals and team development with exceptional ability to build rapport, inspire trust and guide teams while being a strong facilitator adept at working cross-departmentally with co-management and top-level leadership.
Overview
8
8
years of professional experience
Work History
Learning and Capability Specialist (Technical Training and Capability Specialist)
Gallagher Bassett
09.2022 - Current
- Was the sole Specialist in the Learning and Capability Team in the start-up phase in re-entering the NSW Worker's Compensation Scheme
- Onboarded the team of Technical Trainers and Capability Specialists, providing coaching, guidance, and support
- Assisted in the development of business processes and procedures with the Operations Team
- Was the point of call for all training and development needs for the Business Unit
- Designed and developed all work instructions, PowerPoints, resources, case studies, quizzes, assessments and training claims for all training programs
- Led the design and developed both the 4 Week Training Program and the 6 Week Training Program for all Case Managers, Technical Specialists, Injury Management Specialists, RTW Specialists, Eligibility Specialists and Team Managers
- Evaluated the effectiveness of training programs through assessments, surveys, and feedback sessions and make necessary adjustments to improve the learning experience
- Provide ongoing support and guidance to employees, answering questions and addressing concerns related to technical aspects of their roles in workers compensation
- Maintain training records and documentation, ensuring compliance with internal policies and external regulatory requirements
- In charge of the coordination, scheduling, and logistics of training programs, tracking training metrics and generating reports to provide insights on program effectiveness
- Maintain accurate records for completed learning programs and completed relevant administrative tasks
- Led and managed projects business wide – projects include, development of the Capability Coaching Framework, The Skills Matrix, implementing the Professional Standards Framework, Data Entry Training and Client Services Training
- Conducted needs assessments to identify gaps in employee skills and knowledge and develop strategies to address them
- Delivered/Facilitated training sessions both in-person and virtually to individuals and teams
- Identified capability gaps and training needs through assessments, performance evaluations, and feedback from managers and employees
- Designed and delivered training programs and initiatives to address identified capability gaps, including workshops, e-learning modules, and on-the-job training
- Collaborate with subject matter experts and external vendors to develop and deliver specialised training programs, such as leadership development, technical skills training, and customer service excellence
- Provide coaching and mentoring to employees, helping them develop and apply new skills and knowledge in their roles
- Collaborated with managers and HR to identify high-potential employees and developed tailored development plans to accelerate their growth and career progression
- Collaborate with other departments, such as HR and operations, to ensure capability development initiatives support organisational goals and objectives.
Senior Case Management Specialist
EML
03.2021 - 09.2022
- Managed a caseload of 70 complex workers' compensation claims (both physical and psychological injuries), ensuring timely and effective case resolution
- Collaborated with injured workers, medical providers and legal representatives to develop comprehensive case management plans
- Conducted in-depth assessments of medical records, treatment plans and return to work options ensuring compliance with state regulations
- Facilitated communication between all stakeholders, including insurance providers, employers and legal professionals to expedite case resolution
- Reducing costs for the company by implementing a return-to-work program by accommodating temporary modified duties
- Eliminating future exposure and reducing reserves by claims resolution and closure
- Working in accordance with relevant legislative and regulatory requirements and internal policies and procedures
- Provided mentorship and support to junior case managers.
Change Champion / Agent
IAG
04.2019 - 03.2021
- Part of the Leadership Team driving the change for the organisation and helping to make the transition as smooth as possible while fostering a culture of continuous improvement while playing the key role in promoting and facilitating the implementation of changes
- Developed and implemented comprehensive change management strategies to facilitate organisational transformation and achieve business goals
- Identified and engaged key stakeholders at all levels of the organisation to ensure buy-in and alignment with change initiatives
- Created clear and effective communication plans to keep employees informed and engaged throughout the change process, addressing concerns, and promoting the benefits of change
- Designed and delivered training programs to equip employees with the skills and knowledge needed to adapt to new processes, technologies, or structures
- Identified and addressed resistance to change through coaching, mentoring and conflict resolution strategies.
Senior Customer Business Consultant
IAG
07.2018 - 03.2021
- Senior Insurance Consultant with a demonstrated history of success in the insurance industry with experience in Home Building and Contents, Landlord, Motor, Travel Insurance and Claim lodgements
- Advised customers on insurance coverage options, risk management and tailored solutions to meet their needs
- Conducted comprehensive insurance assessments to identify gaps in coverage, potential cost savings and risk mitigation opportunities
- Analysed complex insurance policies, interpreted contract language, and provided clear explanations to customers
- Assisted customers with claim lodgements and complaints
- Provided guidance and mentorship to junior consultants
- Assisted with call listening audits and compliance checks
- Range of experience of using reports and data such as KPI's, Exception and Ad-hoc reporting, Financial and Portfolio analysis, Medallia (customer experience management) and calls to support to provide insights and recommendations to drive action.
Transition Consultant (L&D) – Secondment
IAG
05.2020 - 09.2020
- Part of the Leadership Team who led and supervised a team of insurance professionals (13) for the call centre, providing guidance, coaching, and performance feedback to ensure they meet their targets
- Designed and created training programs and materials tailored to the specific needs of the organisation
- Facilitated training sessions and workshops to ensure employees have the necessary knowledge and skills and to support employees continuously build their skills
- Provided one-on-one or group coaching sessions to all employees
- Implemented change management strategies to facilitate the successful adoption of new processes, systems, and structures
- Collaborated with various departments and key stakeholders to align with organisational goals and objectives
- Prepared reports and documentation to communicate the progress and impact of training programs to senior management
- Prepared reports on team performance, sale trends, and key performance indicators for senior management
- Monitored service performance by establishing clear goals and expectations, tracking progress against goals, ensuring timely feedback, appropriate support, addressing performance deficiencies promptly and recognising and rewarding exceptional performance
- Undertaken independent call and desktop audits to ensure quality standards are achieved.
Duty Manager, Online Department
Coles
03.2016 - 07.2018
- Supervised and led the Online Department Team (25-30), providing guidance, coaching and performance feedback to ensure smooth operations, hiring of staff and making tough decisions, including staff terminations when necessary
- Oversaw stock levels, ordering and restocking of products
- Managed relationships with suppliers and vendors, negotiating terms and prices and monitoring the quality and timely delivery of goods
- Developed and managed the department's budget, optimising resources, and expenses to meet financial targets
- Created and maintained employee work schedules
- Monitored service performance by establishing clear goals and expectations, tracking progress against goals, ensuring timely feedback, appropriate support, addressing performance deficiencies promptly and recognising and rewarding exceptional performance.
Education
Workplace Training -
Australian Online Courses
Design and Develop Learning Programs -
Australian Online Course
Return to Work Coordination Training -
State Insurance Regulatory Authority Training
SydneyUltimate Leadership Development Program -
Australian Online Courses
SydneySkills
- Effective Customer Communication
- Conflict Resolution
- Team Management / Leadership
- Training, Coaching and Mentoring
- Quality Assurance
- Training Needs Analysis
- Relationship Building
- Training Program Design / Development
- Customer Relations
Timeline
Learning and Capability Specialist (Technical Training and Capability Specialist)
Gallagher Bassett
09.2022 - Current
Senior Case Management Specialist
EML
03.2021 - 09.2022
Transition Consultant (L&D) – Secondment
IAG
05.2020 - 09.2020
Change Champion / Agent
IAG
04.2019 - 03.2021
Senior Customer Business Consultant
IAG
07.2018 - 03.2021
Duty Manager, Online Department
Coles
03.2016 - 07.2018
Workplace Training -
Australian Online Courses
Design and Develop Learning Programs -
Australian Online Course
Return to Work Coordination Training -
State Insurance Regulatory Authority Training
Ultimate Leadership Development Program -
Australian Online Courses
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