Kieran Voller
Sydney,NSW
Summary
Seasoned Claims Manager and talented leader with over ten years experience in the General Insurance and Financial Services Industry. Demonstrated ability in navigating through complex claims while consulting multiple stakeholders to provide exceptional and fair outcomes. Bringing solid understanding of industry trends, excellent communication skills and staff engagement practices. Pursuing similar position with progressive insurance company.
Overview
10
10
years of professional experience
Work History
Claims Manager: Commercial & Farm
Allianz
06.2019 - Current
- National leadership of claims team, 25 staff
- Collaboration with other departments to improve overall organizational effectiveness in addressing client needs.
- Enhanced customer satisfaction with timely and accurate claims resolutions.
- Streamlined communication between adjusters and clients, expediting claim resolution times.
- Implemented quality assurance measures, monitoring staff performance and providing constructive feedback for continuous improvement efforts.
- Regular engagement with Regulatory bodies including ICA & AFCA
- Coordination of Catastrophe response including coordinating stakeholders, deployment of resources and in person site visits
- Settlement negotiations to achieve fair outcomes while controlling claim costs
- Lead projects in line with strategy objectives
- Analyze claims data, identifying trends and areas for improvement in processes and policies.
Manager: Anti Money Laundering
Westpac
01.2019 - 06.2019
- Contributed to successful regulatory audits by diligently maintaining up-to-date documentation on all investigative findings and actions taken.
- Ensured prompt resolution of cases involving potential money laundering or terrorist financing activities, liaising with law enforcement agencies as needed.
- Assisted in drafting AML policies and procedures, ensuring alignment with regulatory requirements and industry best practices.
- Efficiently prioritized caseloads based on risk levels while adhering to tight deadlines for investigation completion
- Leadership of 30 staff both locally and abroad
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Maximized performance by monitoring daily activities and mentoring team members.
Team Manager: General Insurance
Commonwealth Bank
11.2013 - 12.2018
- Led a team of 20 Case Managers nationally
- Developed strong relationships with stakeholders through regular communication updates, fostering trust and confidence in the team''s ability to deliver results.
- Ensured compliance with company policies and industry regulations through diligent oversight of daily operations and staff adherence to guidelines.
- Collaborated with cross-functional departments to drive cohesive efforts towards common goals and objectives.
- Enhanced employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
- Maintained up-to-date knowledge of industry regulations and compliance requirements related to consumer complaints handling processes.
- Trained team members on quality assurance principles, fostering a culture of accountability and high performance.
- Delivered exceptional customer satisfaction by proactively addressing client concerns and meeting or exceeding expectations throughout the engagement process.
- Reviewed and prepared written correspondence to address complex and sensitive customer complaints and inquires.
Education
Management Operating Systems
DMAIC (Define Measure Analyse Improve Control)
Effective Senior Leadership
Diploma in Marketing
Performance Management
FAIS RE5 Accredited
Skills
- Strong Leadership & Management skills
- Claims investigation and analysis
- Policy Interpretation and Legal Compliance
- Effective Communication
- Operations Management
- Customer Centricity
- Planning and Implementation
- Results orientated
Timeline
Claims Manager: Commercial & Farm
Allianz
06.2019 - Current
Manager: Anti Money Laundering
Westpac
01.2019 - 06.2019
Team Manager: General Insurance
Commonwealth Bank
11.2013 - 12.2018
Management Operating Systems
DMAIC (Define Measure Analyse Improve Control)
Effective Senior Leadership
Diploma in Marketing
Performance Management
FAIS RE5 Accredited
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