Summary
Overview
Work History
Accomplishments
Skills
Certification
Education
Timeline
Languages
Affiliations
Personal Information
Work Availability
References
Work Preference
Awards
Quote
Interests
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Karin Foord

Risk Management Professional
Perth,WA

Summary

Accomplished Senior Operational Risk Manager with over 17 years of expertise in risk and compliance management and 37 years in financial services and insurance. A proactive, goal-driven professional known for integrity, reliability, adaptability, and a strong ability to learn and apply new skills. Excels in time management and problem-solving, driving team success and organizational growth.

Proven ability to deliver measurable improvements through risk assessments, control assurance reviews, compliance and audit initiatives, and data-driven strategies. Adept at fostering strong risk cultures, managing complex systems and projects, and enhancing operational resilience.

Skilled in stakeholder engagement across the business and implementing risk mitigation strategies, policies, and systems to ensure long-term business sustainability. Committed to continuous learning and knowledge sharing, and training to support team development and organisational advancement.

Overview

39
39
years of professional experience
20
20

Certificates

Work History

Senior Operational Risk Manager

AIA New Zealand
Auckland, New Zealand
05.2023 - 05.2024
  • Supported the design and led the implementation of applicable frameworks and policies in collaboration with relevant Risk Leadership Teams and the wider Enterprise Leadership Teams.
  • Led the development and management of applicable guidelines and templates to support the consistent and effective implementation of risk frameworks.
  • Conducted detailed risk assessments across various departments to identify vulnerabilities.
  • Monitored and credibly challenged first-line business units that conducted potentially risky operations and scrutinised risk decisions made.
  • Provided appropriate oversight, assurance, and challenge to enable the Head of Operational Risk to form a comprehensive view of the risk landscape, challenges, and emerging risks and issues.
  • Led the development and ongoing management of the Operational Risk roadmap, the Operational Risk Assurance Plan, and led applicable assurance activities, including performing assurance reviews where required.
  • Provided oversight and assurance over the design and implementation of the Risk In Change Framework across the NZ enterprise, maintaining focus on risk interactions and improvements.
  • Challenged the robustness of the implementation of the risk management framework, risk profiles, control assurance plans, key risk indicators, metrics, and supporting processes, including incident and issue management.
  • Supported regular reporting activities across the Risk division, and took a leadership role for identified items.
  • Provided leadership to enable Line 1 risk functions to perform at the highest level in the delivery of AIA’s risk framework through ongoing coaching and knowledge sharing.
  • Supported the identification of opportunities to enhance risk management and governance practices, and facilitated the delivery of identified initiatives, including designing and delivering education and training on best practice risk management across both L1 and Line 2 Risk Teams.
  • Participated in relevant risk forums and committees, including AIA Group Office-led initiatives, as a delegate of the Head of Operational Risk.
  • Developed and implemented risk management policies, procedures, and processes.
  • Identified trends in operational risk incidents and developed recommendations for improvement initiatives.
  • Designed programs and protocols to control company loss and minimize adverse financial impact.
  • Participated in regular meetings with stakeholders to discuss emerging risks, challenges, and solutions.
  • Initiated management action if required to strengthen risk mitigation controls or align residual risk with corporate risk tolerances.
  • Developed strategies to minimize operational risks associated with new products or services.
  • Engaged stakeholders in risk identification and assessment processes to ensure comprehensive coverage.
  • Built disaster management and recovery plans for different types of financial emergencies.
  • Designed and executed risk mitigation plans, ensuring alignment with organisational objectives.
  • Led cross-functional teams in the development of risk management policies and procedures.
  • Advised on the financial impact of risks and recommended strategies for proactive financial protection.
  • Reviewed risk management database reports for compliance and fraud prevention.
  • Trained project and management personnel to identify and mitigate risk via in-person training sessions and captured material for ongoing reference.
  • Collaborated with external auditors and consultants on risk management audits and assessments.
  • Assisted in developing contingency plans designed to mitigate the impact of unexpected events or losses.
  • Worked closely with other teams such as operations, claims, existing business and quality assurance, legal, compliance, finance, IT security, on matters pertaining to Operational Risk Management.
  • Monitored regulatory changes affecting risk management practices and ensured compliance across business units and divisions.

Risk Manager - Customer Division

AIA New Zealand
Auckland, New Zealand
01.2017 - 05.2023
  • Directed the creation, implementation, and oversight of risk frameworks, policies, key metrics, and governance activities.
  • Provided expert guidance to customer teams (New Business, Existing Business, Claims, and Customer Advocacy) on risk and control management.
  • Led control assurance programs and attestation activities to ensure compliance with regulatory and policy requirements.
  • Managed AML/CFT and KYC alert monitoring controls, escalating issues, and ensuring operational effectiveness.
  • Delivered and implemented the NICE Actimize system for AML/CFT monitoring across AU/NZ, including KYC training for all business units in AIA NZ, while still managing all alerts in the existing TransWatch system.
  • Supported Business Continuity Management compliance, ensuring alignment with Group BCM standards.
  • Identified emerging risks and provided recommendations to mitigate impacts on the division's risk profile.
  • Directed risk reporting, providing accurate insights to leadership, committees, and forums.
  • Collaborated on audits, promptly addressing internal and external requests, and ensuring adherence to deadlines.
  • Conducted risk reviews and deep dives to analyse risk exposures, and implement mitigation strategies.
  • Strengthened a robust risk and conduct culture through stakeholder engagement and proactive initiatives.
  • Delivered risk-focused recommendations on new products, projects, and improvement initiatives to drive positive outcomes.
  • Built effective relationships across stakeholders, risk teams, and business counterparts to support risk objectives.

Risk Manager - CMP Division

Sovereign
Auckland, New Zealand
07.2014 - 01.2017
  • Responsibility for risk management across the Customer Management and Product (CMP) Division, which includes New Business, Underwriting, Existing Business, Claims, Customer Advocacy, Product Management, and Investigations teams.
  • Implementation of risk and compliance policies and frameworks across the CMP division, coaching teams to ensure that risk disciplines are embedded.
  • Established a control assurance program to monitor compliance with key risk policies and assess the adequacy of key controls.
  • Developed and delivered a risk communication and training strategy that supported the embedding of a strong risk culture, and enhanced understanding of the Risk Appetite Statement and supporting policies.
  • Managed assigned strategic risk and regulatory change programs.
  • Monitored, tracked, and reported on the CMP Division's key risk and performance metrics.
  • Prepared reports for various risk governance committees, the executive leadership team, and the Board.
  • Actively contributed to the leadership team's decision-making to ensure that risk management was integrated into all stages of strategic design and execution.
  • I represented the CMP division on project steering committees.
  • Developed and maintained collaborative internal and external partnerships to leverage best practices in risk and change management, serving as a key liaison with Line 2, Internal, and External Audit.
  • I identified and undertook personal and professional development for myself, and contributed to the development of the wider team delivering coaching and training to staff and management.
  • Drove and maintained a strong risk culture through positive and professional engagements which resulted in an open culture to raise issues.

Claims Systems and QA Consultant

Sovereign
Auckland, New Zealand
04.2011 - 07.2014
  • Developed and implemented a quality assurance review framework for claims, providing monthly reports to the head of claims, and line managers.
  • Conducted quality assurance reviews of claims at various stages within the claims cycle, including long-term claims.
  • Provided coaching to claims team members, ensuring a clear understanding of the Claims Management System, business rules, and processes.
  • Reviewed monthly risk reporting and provided ongoing support to risk teams, both internal and external auditors, reinsurers, and claims management.
  • Managed all changes to the Claims Management System, contributing to project involvement, and continuous enhancements to ensure optimal claims management.
  • Performed User Acceptance Testing (UAT) and reviews to ensure effective implementation of changes, without impacting existing system controls.
  • Assisted teams with financial calculations in the Claims Management Systems, and supported their overall understanding of the Claims Management System processes.
  • Responsible for all Line 1 risk management activities for the Claims team, completing all monthly control plans, managing incident and issue closure by due dates, and overall risk assessments with L2 Risk, ensuring the upload of evidence in RiskInSite.

Lump Sum Claims Manager

Sovereign
Auckland, New Zealand
09.2010 - 04.2011
  • Managed and coached claims teams, ensuring peak performance and proactive handling of cases within delegated financial authority frameworks.
  • Identified and addressed training needs, delivering tailored programs to enhance staff expertise in claims management and fraud detection.
  • Reviewed, approved, and signed off on high-value claims, supporting the Claims and Complaints Committees in resolving escalated cases and customer concerns.
  • Maintained productive collaborations with advisers, brokers, medical providers, and cross-functional teams to achieve optimal claims outcomes and customer satisfaction.
  • Delivered regular performance reviews and technical support to staff, fostering a culture of continuous improvement.
  • Spearheaded risk management activities, including quality assurance reviews and control testing plans, while ensuring regulatory compliance.
  • Led initiatives to enhance claims processes, such as system upgrades, policy adaptations, and efficiency-focused procedural changes.
  • Analyzed data trends to drive process improvements and implemented measures to streamline operations, including claims tracking systems.
  • Oversaw the onboarding and training of new team members, fostering an understanding of policies, procedures, and best practices.
  • Managed complex claims negotiations, achieving favorable settlements within policy limits, while mitigating risk through thorough investigations.
  • Directed industry-leading customer service initiatives, establishing claims hotlines, online tracking tools, and solutions for escalated cases.
  • Facilitated audits, regulatory responses, and quality assurance reviews, ensuring compliance with laws, company policies, and industry standards.
  • Represented the team at industry events, driving knowledge sharing, and staying updated on best practices and technological advancements.

Claims Manager

Sovereign
Auckland, New Zealand
09.2010 - 04.2011
  • Managed and coached the Disability Income (DI) Admin Team members, facilitating their progression from a supportive role to assessment roles within the wider Claims teams.
  • Identified team and individual training needs to ensure clear coaching plans are in place for staff members to support their advancement and growth.
  • Attended and supported the Claims Committee and Complaints Committee meetings, overseeing escalated and high-value claims sign-off, as well as handling customer complaints.
  • Reviewed claims and provided updates to both clients and advisers on any escalated claims for management review.
  • Delivered feedback in regular one-on-one meetings with staff, discussing, and documenting performance reviews.
  • Met with advisers and medical providers as needed to discuss claims.
  • Ensured optimal team performance via regular team meetings to discuss priorities and planning.
  • Supported the DI Manager in the planning and training of both case managers and senior case managers, while also overseeing teams in her absence.
  • Led roadshow meetings with advisers and medical providers.
  • Completed all risk management activities and risk control test plans in RiskInsite, as well as liaising with the Line 2 Risk team.
  • Supported both internal and external audits by providing walkthroughs of claims processes and risk controls to ensure that all risks were adequately mitigated.

Senior Case Manager, Disability Income Protection Claims

Sovereign
Auckland, New Zealand
09.2006 - 09.2009
  • Managed end-to-end disability income protection claims, from assessment to payment, and return-to-work coordination.
  • Built productive relationships through face-to-face meetings with brokers, advisers, clients, and medical providers to achieve effective outcomes.
  • Prepared and presented detailed monthly reports on claims status to leadership.
  • Contributed to developing and launching the Claims Management System, improving process efficiency in claims handling, and payment scheduling.
  • Completed a pioneering Case Management course, collaborating with industry experts to enhance best practices.
  • Coached and mentored new case managers, providing expertise in case management and rehabilitation strategies.
  • Led the Claims team in risk management activities, including control testing and assurance reporting, while acting as a key liaison for the risk and audit teams.
  • Supported migration projects, ensuring accurate alignment of policy wordings, and claims processes to enhance system integration.
  • Participated in multidisciplinary case conferences to drive collaborative client care solutions.
  • Delivered client-centered support via home visits, care planning, and intervention strategies, fostering goal-setting, and progress tracking.
  • Partnered with social services, healthcare providers, and government agencies to deliver holistic client care and achieve program success.

Summary of Previously Held Roles

Various
Pretoria, SA And Auckland, NZ
01.1985 - 09.2006
  • Mar 2004 to Sep 2006: Accounts Payable - Harper Roofing Limited in NZ
  • May 2002 to Sep 2003: Financial Operational Accountant - Momentum Life in SA
  • May 1999 to May 2002: Medical Accounts Payment Specialist - Momentum Life in SA
  • Feb 1998 to May 1999: Medical Accounts Payment Specialist - MC² Solutions t/a Hyphentec in SA
  • Nov 1997 to Feb 1998: Stop Order Administrator - MC² Solutions t/a Hyphentec in SA
  • Aug 1994 to Jul 1997: Claims Assessor - Momentum Life in SA
  • May 1989 to Aug 1994: Premium Collections Administrator - Momentum Life in SA
  • May 1987 to May 1989: Administration Clerk / Cashier - Volkskas Bank now ABSA in SA
  • Jan 1985 to May 1987: Non-Commissioned Officer studying nursing - 1 Military Hospital, SA Medical Services and University of Pretoria in SA

Accomplishments

  • Proven leadership in driving risk culture improvements to engage all staff in risk management responsibilities through training, open and honest discussions, and approachability to ensure they speak up and raise issues.
  • Supporting a role in the Claims Management System delivery to ensure effective risk controls are implemented and embedded.
  • Consistent 100% audit rating for all claims managed as case manager and provided excellent customer service go b both clients and brokers at all times.
  • Taking sole ownership and management of TransWatch alerts for AML/CFT and fraud management from a redundant team of four, ensuring SOPs are drafted and approved by Line 2 and all alerts and investigations are completed within timeframes set out in compliance policies.
  • Successful project delivery of NICE Actimize across AU/NZ to ensure AIA branch policies are effectively monitored for KYC activities.
  • Successful TransWatch decommissioning project to migrate all alerts across AIA, NZ, through NICE Actimize, delivered in record time.
  • Successful front-of-house project delivery to integrate AIA Branch and Sovereign systems from ASB, while moving away from ASB NZ servers during lock-down, all while working remotely during Covid lock-down.
  • Proven leadership in taking sole responsibility for liaising and managing all internal and external audits for the Customer Risk division to ensure proactive delivery of requested information and walkthroughs with teams, while collaborating across multiple divisions and teams.

Skills

Risk Management & Compliance Expertise:

  • Comprehensive risk analysis and operational risk management
  • Governance, risk, and compliance (GRC) systems implementation
  • Regulatory compliance and risk mitigation strategies
  • Third-party risk assessments and vendor risk management
  • Risk and control self-assessment (RCSA)
  • Risk appetite definition and key risk indicators (KRIs)

Insurance & Claims Expertise:

  • Comprehensive life insurance knowledge
  • Claims management and claim reviews
  • Insurance management and risk exposure assessment

Business Processes & Strategic Planning:

  • Process enhancement and business continuity planning
  • Strategic thinking and project evaluation
  • Policy development and compliance monitoring

Data Management & Analysis:

  • Data analytics and root-cause analysis
  • Performance metrics and trend analysis
  • Model validation and emerging risk identification

Audit & Control Assurance:

  • Audit management and coordination
  • Internal controls and retrospective assessments
  • Monitoring and assurance programs

Leadership & Collaboration:

  • People management and cross-functional collaboration
  • Risk culture development and advisory skills
  • Stakeholder engagement and communication skills

Technology & Tools:

  • Salesforce platform expertise
  • Governance, risk, and compliance software ie RiskInSite, EGRC, TransWatch and NICE Actimize
  • MS Suite

Incident Response & Continuity:

  • Incident management and response planning
  • Business continuity and employee safety
  • Conduct internal control reviews to implement proactive measures for incident prevention
  • Managed change processes to implement risk mitigation strategies and incident resolution solutions

Certification

  • 2015 to 2024: Continued risk management learning - Online Protecht Webinars across diverse risk topics
  • 2015: Compliance Risk Management Course - Protecht, David Tatham AU
  • 2015: Group Model Risk Management Course - CBA / ASB NZ
  • 2014: Motivational Interactions - AP Psychology & Consulting Services NZ
  • 2014: Operational Risk Management 201 - Protecht, David Tatham AU
  • 2011 to 2014: Comet Skill Courses - Gen Re AU - Various courses including the following topics: Negotiation and Influencing Skills; Total and Permanent Disablement; Skins Lesions and Pathology; Stress, Anxiety and Depression; Facilitating Rehabilitation and Return to Work; Advanced Negotiating Skills; Pre-existing Condition Clauses; Assessing Occupations and Pastimes
  • 2011: Advanced MS Excel and MS SharePoint 2010 courses - ACE NZ
  • 2010: Making the Most of Mentoring - NZ Coaching & Mentoring Centre - Personal coaching with mentor Graham Edwards, Head of Risk and Audit ASB NZ
  • 2009: Coaching Exceptional Performance - Six degrees NZ
  • 2008: Negotiation to Win3 Programme - Six degrees NZ

Education

Higher Certificate in Insurance Studies - Life Assurance Law And Tax, Life Assurance Claims, Policy Servicing, Technical Aspects of Life Assurance

IISA
South Africa
12-1999

Intermediate Certificate in Business Studies - Business Communication

IISA
South Africa
12-1997

Certificate of Proficiency - Life Assurance

IISA
South Africa
12-1994

Timeline

Senior Operational Risk Manager

AIA New Zealand
05.2023 - 05.2024

Risk Manager - Customer Division

AIA New Zealand
01.2017 - 05.2023

Risk Manager - CMP Division

Sovereign
07.2014 - 01.2017

Claims Systems and QA Consultant

Sovereign
04.2011 - 07.2014

Lump Sum Claims Manager

Sovereign
09.2010 - 04.2011

Claims Manager

Sovereign
09.2010 - 04.2011

Senior Case Manager, Disability Income Protection Claims

Sovereign
09.2006 - 09.2009

Summary of Previously Held Roles

Various
01.1985 - 09.2006

Higher Certificate in Insurance Studies - Life Assurance Law And Tax, Life Assurance Claims, Policy Servicing, Technical Aspects of Life Assurance

IISA

Intermediate Certificate in Business Studies - Business Communication

IISA

Certificate of Proficiency - Life Assurance

IISA

Languages

English
Native/ Bilingual
Afrikaans
Native/ Bilingual

Affiliations

  • Deep Sea Fishing
  • Scuba Diving
  • Reading
  • Cooking and Entertaining

Personal Information

Nationality: New Zealand

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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References

Employment and Personal Referees can be provided upon request.

Work Preference

Work Type

Full TimePart TimeContract Work

Work Location

On-SiteHybridRemote

Important To Me

Work-life balanceCompany CultureFlexible work hoursCareer advancementPersonal development programsWork from home optionPaid time offTeam Building / Company RetreatsPaid sick leaveStock Options / Equity / Profit SharingHealthcare benefits401k match4-day work week

Awards

  • CEO Award for Team of the Year 2023: Front of House Integration Project Team for the Sovereign/AIA New Zealand merger/acquisition over period 01/2017 to 05/2023
  • CEO Team Award for of the Year 2014: Legacy Migration Team responsible for reducing legacy systems over period 04/2011 to 07/2014.
  • Praise Award for Team of the Year 2009: DI Claims Team for spearheading end to end claims management practices in insurance industry in NZ over period 09/2006 to 09/2009.
  • Various other on the spot rewards and recognition for achievements.

Quote

Innovation distinguishes between a leader and a follower.
Steve Jobs

Interests

Reading

Cooking and entertaining

Scuba diving

Deep sea game fishing and boating

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Karin FoordRisk Management Professional