Jessica-Anne Hofbauer-Jonas
Sydney,NSW
Summary
Learning & Capability Leader with extensive experience designing, delivering and embedding capability solutions across insurance, workers compensation and customer operations. Proven ability to uplift workforce performance through targeted coaching, capability frameworks, structured development pathways and high-quality training programs. Recognised for leading strategic initiatives, partnering with senior stakeholders and aligning learning programs with operational and organisational goals. Skilled in instructional design, program evaluation, change management and building high performing teams.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Capability Specialist
Gallagher Bassett
01.2024 - Current
- Lead daily operations and capability development for Case Managers through structured coaching,
mentoring and performance uplift initiatives. - Conduct performance assessments and create tailored coaching plans to address capability gaps and
strengthen technical and behavioural competency. - Lead performance management processes including goal setting, formal reviews and recognition programs.
- Act as assessor within iCare's Professional Standards Framework, supporting Case Managers to meet
compliance and quality expectations. - Conduct independent quality audits and provide targeted feedback to improve performance and maintain
standards. - Design and facilitate continuous learning workshops, onboarding programs and capability-building sessions.
- Partner with cross-functional stakeholders to align operational performance with broader business
objectives. - Developed career development plans, successfully coaching two Case Managers into PIAWE Specialist
roles. - Overhauled Return to Work (RTW) and Customer Service training programs, improving consistency,
capability and outcomes. - Designed and delivered a comprehensive RTW training program to strengthen early intervention and
stakeholder engagement capability. - Rebuilt 0-6, 6-18 and 18+ month capability frameworks, enhancing clarity of expectations and career
progression pathways. - Designed and implemented a Buddy Program for new Case Managers, accelerating onboarding and early
capability development. - Developed a training program and capability framework for Mobile Case Management.
Technical Training Specialist
Gallagher Bassett
09.2022 - 12.2023
- Designed and implemented core capability infrastructure including the Capability Coaching Framework,
Skills Matrix, Professional Standards Framework and Client Services Training. - Developed and facilitated onboarding programs, compliance training, e-learning modules and system
training (Salesforce, Genesys, Guidewire). - Delivered virtual and in-person training to uplift capability across multiple functions.
- Conducted training needs analysis to identify skill gaps and develop targeted learning strategies.
- Established foundational learning frameworks and onboarded capability roles to support contract
acquisition. - Contributed to Learning & Capability strategy as a member of the Senior Leadership Team.
- Partnered with Operations to embed business processes and align training with operational delivery.
- Managed the Learning Management System (LMS), ensuring accurate records, content updates and
compliance. - Coordinated training schedules, logistics and reporting to support continuous improvement.
Senior Case Manager
EML Group
03.2021 - 09.2022
- Managed a portfolio of complex physical and psychological injury claims, ensuring effective and timely
resolution. - Collaborated with managers to analyse performance reports and identify opportunities for improvement.
- Conducted call listening sessions and provided targeted coaching to uplift case management capability.
- Mentored new Case Managers through shadowing and guided learning.
- Ensured compliance with legislative, regulatory and internal policy requirements.
Change Champion
Insurance Australia Group Limited (IAG)
04.2019 - 03.2021
- Developed and implemented change management strategies to support organisational transformation.
- Partnered with senior leadership, HR and operations to align change initiatives with business needs.
- Contributed as a key member of the Project Team delivering change across the North Shore and Northern
Beaches. - Developed communication plans to support employee engagement and adoption.
- Designed and delivered training to equip employees with skills required for new processes and
technologies. - Coached branch leaders to strengthen change leadership capability.
- Supported rollout of a new KPI tracking system, enabling employees to monitor performance and earnings.
Senior Customer Business Consultant
Insurance Australia Group Limited (IAG)
07.2018 - 03.2021
- Advised customers on insurance coverage options and conducted comprehensive assessments to identify gaps in coverage across all products, ensuring tailored solutions met specific needs.
- Handled complex customer complaints and escalations, analysing trends to identify root causes and recommending targeted improvements to enhance customer experience.
- Reviewed performance reports to monitor key metrics, providing insights on customer satisfaction, processing times, and resolution rates to inform strategic decisions.
- Conducted call listening sessions to evaluate the quality of interactions and providing constructive feedback and coaching based on evaluations.
- Provided one-on-one coaching and training to new consultants on company policies, procedures and best practices.
Transition Consultant
Insurance Australia Group Limited (IAG)
05.2020 - 08.2020
- Led a team of 13 insurance consultants, providing coaching, guidance and performance feedback.
- Managed onboarding, product knowledge, technical skills and compliance training programs.
- Facilitated interactive workshops and virtual training sessions via Teams and WebEx.
- Prepared performance reports and analysed sales trends to support senior management decisions.
- Conducted independent audits and delivered coaching based on evaluation outcomes.
Department Manager
Coles
03.2016 - 07.2018
- Oversaw daily operations of the online department, including order fulfilment, inventory and customer
service. - Managed a team of 35, delivering training, scheduling and performance management.
- Managed departmental budget and resource allocation.
- Analysed KPIs including order accuracy, delivery times and customer satisfaction.
- Prepared and presented performance reports with recommendations for improvement.
Education
Certificate II in Travel And Tourism -
Flight Centre Travel Academy
Sydney, NSW04-2014
Skills
- Leadership & Team Development
- Capability Framework Design
- Instructional Design & Facilitation
- Coaching & Mentoring
- Performance Management
- Change Management
- Stakeholder Engagement
- LMS Administration
- Project Management
Certification
- AI in the Workplace - Odyssey Training, 2025
- Lead and Manage Organisational Change - Australian Online Courses, 2025
- Design and Develop Learning Programs - Australian Online Courses, 2024
- Workplace Training - Australian Online Courses, 2023
- Leadership Development Program - Australian Online Courses, 2021
Timeline
Capability Specialist
Gallagher Bassett
01.2024 - Current
Technical Training Specialist
Gallagher Bassett
09.2022 - 12.2023
Senior Case Manager
EML Group
03.2021 - 09.2022
Transition Consultant
Insurance Australia Group Limited (IAG)
05.2020 - 08.2020
Change Champion
Insurance Australia Group Limited (IAG)
04.2019 - 03.2021
Senior Customer Business Consultant
Insurance Australia Group Limited (IAG)
07.2018 - 03.2021
Department Manager
Coles
03.2016 - 07.2018
Certificate II in Travel And Tourism -
Flight Centre Travel Academy