Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

JOANNA ELSE

Prahran,VIC

Summary

Trust, leadership and purpose are integral to any successful team and organization. My passion involves leading and mentoring individuals to reach their maximum potential, which leads to achievement of targets, exceptional customer service and reducing the number of complaints. My strength is uniting team under a common purpose and improving processes whilst ensure teams are highly engaged. With over 15 years in the insurance industry as an Occupational Therapist and leader, the customer is at the heart of what I do. My ability to network and maintain working relationships has ensured success in every role I take on.

Overview

19
19
years of professional experience

Work History

Head of Customer Contact

MLC Life Insurance
03.2019 - Current
  • Improve the quality of outcomes for our customers by promoting collaborative ways of working, and sharing important information and insights, through established channels.
  • Manage the budget and expenses within identified limits, including workforce resources (FTEs).
  • Achieve service levels by planning and forecasting volumes and demand (based on analysis of trends and issues), using selected and appropriate tools. Identify and implement efficiencies based on findings.
  • Champion continuous improvement and other program initiatives, including implementing the appropriate policies and processes required to deliver efficient and effective operational services for the business unit.
  • Developing Leads to coach and develop their teams to support our customers and deliver an exceptional customer experience.
  • Achieve annual business targets by motivating the team and team leads to achieve high performance.
  • Proactively manage risk to meet all policy and compliance requirements, perform controls, adhere to processes and procedures pertinent to the role, and escalate events, issues or breaches as they are identified.
  • Ensure the skills and knowledge of the Customer Contact team remain current and aligned to future business needs by ensuring all function members complete a robust Individual Development Plan that includes a focus on technical, business and leadership capabilities.
  • Achieve efficiencies by role modeling and encouraging innovation and problem solving for systems, processes and procedures; establish channels to do this within Customer Contact.
  • Maintain and monitor Operational Compliance and Business Continuity Plans,
  • Proved successful working within tight deadlines and a fast-paced environment.

Manager, Customer Care

MLC Life Insurance
04.2017 - 03.2019
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Develop Customer Care Leads to coach and develop our Customer Care Representatives to support our customers during their time of need;
  • Reduce turnover of team members and improve retention in Customer Care and our Claims department; Maintain a highly engaged team;
  • Achieve annual business targets including service, financial, risk and customer service; Improve the quality of outcomes for our customers;
  • Understanding, promoting and role modelling the contemporary case management approach;
  • Enhance the reputation of the Claims and Customer Care functions;
  • Find efficiencies by role modeling and encouraging innovation and problem solving for systems, processes and procedures;
  • Manage Risk

Lead, Bancassurance and Direct Claims

MLC Life Insurance
04.2014 - 04.2017
  • Managing a team of claims consultants, whilst also taking responsibility of my own portfolio;
  • Proactively managing and developing relationships with NAB and other stakeholders;
  • Oversee processes managed by the team, and offering guidance to ensure customer service of the highest standard;
  • Set targets, conduct performance reviews and offer training, encouraging the on-going development of all team members;
  • Ensure the accurate and efficient production of all documentation by team members. Adequately mange complaints/escalations as they arise from internal and external customers;
  • Encourage innovation and problem solving;
  • Manage risk and compliance of the team to ensure that there are no breaches.

Acting Team Manager, Claims Specialist Support

MLC Life Insurance
04.2014 - 11.2014
  • Providing technical advice to the team;
  • Drive and ensure the team targets (individually and collectively) are maintained;
  • Prepare monthly reports;
  • Ensure risks to achievement of service standards are identified early, action plan for rectification is developed and communicated to the business;
  • Assist/manage the recruitment of new staff; Support management direction and change processes – acting as an advocate within the team as necessary;
  • Maintain and develop effective relationships;
  • Co-ordination and management of incoming rehabilitation work and projects.

Rehabilitation Consultant

MLC Life Insurance
09.2011 - 04.2014
  • Identifying claims for rehabilitation intervention;
  • Actively manage and monitor referrals;
  • Sourcing appropriate rehabilitation providers;
  • Develop and maintain close relationships;
  • Provide training to internal and external parties.
  • Identifying and introducing innovative ideas to improve the customer experience.

Rehabilitation Manager, Team Lead & Rehabilitation

WorkStreams
11.2004 - 09.2011
  • Rehabilitation Manager (March 2010 – September 2012): Responsible for a team of Consultants across two WorkCover schemes, as well as the Comcare and TAC schemes. Development of strategies to improve the performance of each individual staff member, whilst at the same time ensure a positive working relationship exists. Responsible for undertaking case file reviews on a monthly basis, monitoring individual and team goals and billable hours and reporting regularly regarding team progress and performance to senior management.
  • Team Leader (May 2007 – March 2010). Providing guidance, training, and supervision to a team in addition to providing technical advice and project work. Monitoring individual and team billable hours and provide continual feedback to staff.
  • Rehabilitation Consultant (November 2004 – May 2007): Completion of assessments and completed detailed reports for third parties . A large component of my role also consisted of liaising and collaborating with various parties,

Education

Bachelor of Applied Science - Occupational Therapy

La Trobe University
2004

Skills

  • Building a strong team culture, resulting in high employee engagement;
  • Aligning teams under a common goal to achieve operational and customer targets;
  • Implementation of Operational Excellence frameworks to improve processes and eliminate waste;
  • Networking across the industry to achieve company targets;
  • Building profile of Customer Customer to various internal and external stakeholders;
  • 12 years experiencing in the Financial Protection / Life Insurance Industry
  • Ensuring self and team compliance
  • Outstanding NPS and Customer Satisfaction scores across all teams previous and currently led

Accomplishments

  • Completed my Blackbelt and saved Customer Contact $1 million dollars.
  • Consistently leading all teams at MLC Life Insurance with engagement scores over 70, recently 80 and 82 consecutively.
  • Exceeding FCR and CSAT targets throughout 2022 and 2023, and maintaining enterprise interactive NPS adviser score above 30.
  • Launched Release 18, 19 and 20 remotely, whilst maintaining engagement and achieving NULIS targets.
  • Implemented the Customer Care intake model in 2017.
  • Increased Engagement across the Bancassurance and
  • Direct Claims Team by over 30%;
  • Ensure that the Bancassurance and Direct Claims Teammaintained service standard of 91%;
  • Reduction in overall complaints, particularly servicecomplaints to less than 1 per month;
  • Improved collaboration between NAB and MLC byfacilitating the introduction of a NAB Assist and Claimspilot;
  • Implementation and embedding of the UHG Process tothe claims team (Group and Retail) successfully
  • Assisting in the growth of the Rehabilitation Consultantsfrom 1 FTE to 4 FTE in Melbourne alone.

Timeline

Head of Customer Contact

MLC Life Insurance
03.2019 - Current

Manager, Customer Care

MLC Life Insurance
04.2017 - 03.2019

Lead, Bancassurance and Direct Claims

MLC Life Insurance
04.2014 - 04.2017

Acting Team Manager, Claims Specialist Support

MLC Life Insurance
04.2014 - 11.2014

Rehabilitation Consultant

MLC Life Insurance
09.2011 - 04.2014

Rehabilitation Manager, Team Lead & Rehabilitation

WorkStreams
11.2004 - 09.2011

Bachelor of Applied Science - Occupational Therapy

La Trobe University

Similar Profiles

CREATE PROFILE
JOANNA ELSE