Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Mohammad El-Abdallah

BANKSTOWN,NSW

Summary

I am an accomplished industry leader offering many years of management expertise including staff training and development, performance evaluation, and continuous improvement. I have a large amount of experience in Strategic leadership and i am known for ensuring high productivity and efficient task completion. Possess specialised skills in operational strategy, team leadership, and conflict resolution. Excel in communication, adaptability, and problem-solving to achieve organisational goals.

Overview

14
14
years of professional experience

Work History

Team Manager

Hollard Insurance Pty Ltd
North Sydney, NSW
03.2018 - Current
  • Set clear team goals and monitored progress, adjusting strategies as needed to meet targets.
  • Conducted regular performance evaluations, providing constructive feedback and personal development plans.
  • Managed a range of performance and behavioral issues, with clear goals and expectations set to assist in progressing employees to a successful outcome.
  • Set up effective operating rhythms with a view of maximising staff engagement and productivity
  • Auditing of multiple claims and calls per month to ensure all agents with a view of coaching and developing staff to provide the highest level of customer service while maintainining an exceptional level of quality in their work and remaining efficient.
  • Conducted frequent reviews of portfolio health and have been heavily involved in the strategic breakdown of the portfolio to ensure we are progressing the portfolio with an intelligent and strategic approach to ensure best outcomes that meet both customer and business requirements
  • Managed teams through large number of changes, ranging from structural changes within the business to changes within systems used for claims management and process changes
  • Involved in strategic discussions around process improvement and scheduling to maximise efficiency

GuideWire Claimcentre Project SME Lead(Secondment)

Hollard Insurance Pty Ltd
North Sydney, NSW
11.2022 - 08.2024
  • Daily meetings to review agreed upon tasks and provide updates on progress to ensure successful completion of the tasks by deadline dates
  • Liaise with the stakeholders to ensure that business needs and requirements are captured, documented, and effectively delivered on.
  • Provide frequent updates and demonstrations of the new system while in development to gather further feedback and put together use cases for further updates within the system to ensure business needs are met.
  • Write and deliver process maps and training articles in relation to the new system being rolled out to ensure end users are able to effectively utilise the system at the go-live date.
  • Devised effective plan to ensure end users are supported at and post go live date by myself and the project team.

High Impact Motor Claims Team Manager

CGU Insurance
06.2017 - 01.2018
  • Manage a national portfolio of claims with a specific focus on High Impact claims (total loss, fire, theft & fatality)
  • I have Lead, coached and develop a team of claims professionals to ensure that targets for customer service quality, staff performance and claims costs are met to support the achievement of Business Unit and organisational goals
  • Identified strategies to support continuous improvement and increase efficiency/productivity, quality outputs, workforce capability and capacity
  • Built and maintained effective relationships with all key stakeholders to understand the impacts of organisational changes to systems, policies and processes and support the delivery of claims services to CGU customers
  • Assist with the development and execution of the Claim strategy, driving the implementation of enabling activities to deliver against Portfolio objectives

Motor Claims Team Manager (Secondment)

CGU Insurance
03.2017 - 06.2017
  • Lead, coach and develop a team of claims professionals to ensure that targets for customer service quality, staff performance and claims costs are met to support the achievement of Business Unit and organisational goals
  • Identify strategies to support continuous improvement and increase efficiency/productivity, quality outputs, workforce capability and capacity
  • Build and maintain effective relationships with all key stakeholders to understand the impacts of organisational changes to systems, policies and processes and support the delivery of claims services to CGU customers
  • Assist with the development and execution of the Claim strategy, driving the implementation of enabling activities to deliver against Portfolio objectives

Commercial Property Claims Team Manager

CGU Insurance
02.2016 - 02.2017
  • Complaint Handling/Review
  • Managing staff workflow
  • Managing internal and external relations
  • Maintaining a high level of staff engagement and participation
  • Resourcing effectively
  • File Audits/Quality Listening reviews
  • Conduct performance improvement plans when required
  • Managing staff performance and assisting in finding best methods to achieve results
  • Providing technical advice to staff
  • Remaining up date with current technical knowledge and knowledge of current industry standards
  • Provide leadership to the team to ensure excellent levels of customer service are achieved
  • Provide leadership to the team to ensure that team and individual targets are met
  • Consistently communicate with staff members to identify goals and areas of improvement and provide effective action plans to ensure these goals are met

Senior Commercial Motor Claims Consultant

Lumley Insurance
02.2015 - 02.2016
  • Managing commercial client portfolio
  • Reviewing Theft and fire related claims to determine fraud
  • Complaint Handling/Review
  • Providing customer service to brokers/clients
  • Reviewing liability matters in view of achieving the best result for the organisation
  • Providing assistance with all claims admin portfolios
  • Extensive knowledge on all claims matters
  • Managing complicated claims
  • Extensive experience with disputed/litigated matters
  • Technical referral point for all staff members
  • Exposure to people management
  • Maintaining staff work flow
  • Ensuring staff engagement and participation
  • Assisting with new starter inductions and training
  • Provide cover for Team manager when required

Commercial Motor Claims Team Manager (Secondment)

Lumley Insurance
11.2015 - 01.2016
  • Managing commercial client portfolio
  • Reviewing Theft and fire related claims to determine fraud
  • Complaint Handling/Review
  • Managing internal and external relations
  • Maintaining a high level of staff engagement and participation
  • Resourcing effectively
  • File Audits/Quality Listening reviews
  • Conduct performance improvement plans when required
  • Managing staff performance and assisting in finding best methods to achieve results
  • Providing technical advice to staff
  • Remaining up date with current technical knowledge and knowledge of current industry standards
  • Provide leadership to the team to ensure excellent levels of customer service are achieved
  • Provide leadership to the team to ensure that team and individual targets are met
  • Consistently communicate with staff members to identify goals and areas of improvement and provide effective action plans to ensure these goals are met

Commercial Motor Claims Administrator

Lumley Insurance
04.2013 - 02.2015
  • Managing commercial client portfolio
  • Reviewing Theft and fire related claims to determine fraud
  • Complaint Handling/Review
  • Providing customer service to brokers/clients
  • Reviewing liability matters in view of achieving the best result for the organisation
  • Providing assistance with all claims admin portfolios
  • Extensive knowledge on all claims matters
  • Heavy exposure to complicated claims
  • Extensive experience with disputed/litigated matters

Client Manager in Home Claims

Suncorp Group
03.2011 - 01.2012
  • Customer Service
  • Managed over 300 claims
  • Complaint escalations
  • Complaint Handling
  • Worked on all Natural Hazard event claims
  • Assisted with lodging and processing both Queensland and Victoria storm claims
  • Work well under pressure

Education

Bachelor of Business and Commerce -

UWS
Parramatta, NSW

Bachelor of Information & Communication Tech -

UWS
Parramatta, NSW

Supporting Vulnerable Customers -

Anziif
Online

Cert 4 in General Insurance -

Anziif
Sydney, NSW

Cert 2 in General Insurance -Compliance General & Personal Advice -

Anziif
Sydney, NSW

Higher School Certificate -

Belmore Boys High School

Skills

  • Staff development
  • Performance coaching
  • Employee scheduling
  • Workforce planning
  • Operational excellence
  • Recruitment support
  • Stakeholder management
  • Meeting facilitation
  • Customer focus
  • Employee engagement

References

  • Will provide upon request

Timeline

GuideWire Claimcentre Project SME Lead(Secondment)

Hollard Insurance Pty Ltd
11.2022 - 08.2024

Team Manager

Hollard Insurance Pty Ltd
03.2018 - Current

High Impact Motor Claims Team Manager

CGU Insurance
06.2017 - 01.2018

Motor Claims Team Manager (Secondment)

CGU Insurance
03.2017 - 06.2017

Commercial Property Claims Team Manager

CGU Insurance
02.2016 - 02.2017

Commercial Motor Claims Team Manager (Secondment)

Lumley Insurance
11.2015 - 01.2016

Senior Commercial Motor Claims Consultant

Lumley Insurance
02.2015 - 02.2016

Commercial Motor Claims Administrator

Lumley Insurance
04.2013 - 02.2015

Client Manager in Home Claims

Suncorp Group
03.2011 - 01.2012

Bachelor of Business and Commerce -

UWS

Bachelor of Information & Communication Tech -

UWS

Supporting Vulnerable Customers -

Anziif

Cert 4 in General Insurance -

Anziif

Cert 2 in General Insurance -Compliance General & Personal Advice -

Anziif

Higher School Certificate -

Belmore Boys High School

Similar Profiles

CREATE PROFILE
Mohammad El-Abdallah