Nicholas Goss
People Leader
Fitzgibbon,QLD
Summary
Nicholas is an experienced and skilled technical leader, with a focus on driving change, result orientated process improvement and analytical results. Nicholas is known for building trust with teams, collaboratively empowering team members to facilitate planned results and building networks with stakeholders. Nicholas has a comprehensive background in leadership, privacy, fraud investigations, engineering, collections, settlements, and the land transport industry.
Overview
34
34
years of professional experience
Work History
Manager, Systems Security
Queensland Department of Transport and Main Raods
Brisbane, QLD
07.2024 - Current
- Developed and maintained relationships with customers and suppliers through stakeholder development.
- Collaborate with various departments and stakeholders in order to draft information security agreements.
- Prepare and submit brief's to the Director-General.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Accomplished multiple tasks within established timeframes.
- Implemented cross-training for existing employees to maximize team agility, performance and resilience.
- Identified efficiency improvements for the team and put forward an initiative proposal to maximise team outputs with no ongoing cots or increases to FTE.
Manager, Recoveries
Auto & General Insurance
Brisbane, Queensland, Australia
09.2023 - 06.2024
- Responsible for 7 Team Leaders, and approximately 60 Recoveries Consultants.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Manage a portfolio via consultants, of motor vehicle claims to maximise recovery potential, positive outcomes for customers and reduce age of claim.
- Maintain compliance to the General Insurance Code of Practice (GICOP), RG217, Insurance Contracts Act 1984 (ICA), and ASIC guidelines through quality audits.
- Deliver a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals collaboratively.
- Developed and maintained relationships with customers and suppliers through account development.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Built high-performing teams through effective recruitment, on boarding, and talent development initiatives.
- Establish and maintain relationships with stakeholders, external collection agencies and legal counsel to enhance recovery efforts.
- Ensured compliance with industry regulations and legal requirements by implementing comprehensive policies and training programs for staff members.
- Resolved staff conflicts, actively listening to concerns and finding appropriate middle ground.
Team Leader, Recoveries
Auto & General Insurance
Brisbane, Queensland, Australia
10.2022 - 09.2023
- Oversee a team of 7 Recoveries Claims Officer’s in a disputed (liability) claims environment to maximise recovery potential and provide positive outcomes. These matters can be disputed in both liability and quantum (claims costs).
- Resolve escalated customer complaints in accordance with RG271, the General Insurance Code of Practice (GICOP), Insurance Contracts Act 1984, and ASIC guidelines.
- Review and coach staff with respect to litigation, outcomes, and case law.
- Provide coaching and training to enable staff to represent the company as required due to some court jurisdictions not accepting legal representation, where staff are required to attend to court hearings by telephone and represent the client’s interests.
- Review and approve or provide feedback for matters that staff believe should be referred for legal proceedings.
- Review processes for improvements and collaborate with the team to facilitate a process of continuous improvement.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Built strong relationships with staff, stakeholders, and client’s through positive attitude and attentive response.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
Senior Consultant, Insurance Litigation
Auto & General Insurance
Brisbane, Queensland, Australia
04.2021 - 10.2022
- Manage a portfolio of Complex and Legal insurance claims to ensure KPI’s are met or exceeded.
- Mentored junior consultants, helping them enhance their skills and contribute more effectively to projects.
- Developed innovative strategies to address complex business challenges, resulting in increased profitability for clients.
- Collaborated with internal teams to develop customised solutions that addressed unique client needs.
Senior Consultant, Fraud Investigations
Auto & General Insurance
Brisbane, Australia
12.2019 - 02.2020
- Manage a portfolio of claims for potential fraudulent activities through to claim authorisation or decline.
- Presented findings and recommendations to the Team Leader, effectively communicating key insights and action plans.
Recoveries Officer
Auto & General Insurance
Brisbane, Queensland, Australia
07.2019 - 04.2021
- Managed portfolios of not at fault motor vehicle claims to ensure KPI’s are met or exceeded.
- Mentored junior consultants, helping them enhance their skills and contribute more effectively to projects.
- Developed innovative strategies to address complex business challenges, resulting in increased profitability for clients.
- Collaborated with internal teams to develop customised solutions that addressed unique client needs.
Privacy Officer
Suncorp Group
Brisbane, Queensland, Australia
10.2013 - 03.2018
- Working from home capacity full time and unsupervised. Ability to work autonomously and be part of a collaborative team.
- Interpret and apply Privacy Legislation.
- Process customer privacy requests.
- Ability to self manage time to maintain productivity, analyse workload and assign priorities.
- Liaise with key external and internal stakeholders.
- Liaise and brief Group legal as required regarding complex privacy matters.
- Draft, publish and maintain Group privacy processes and documents.
- Interpret & apply relevant legislation.
- Complete privacy requests in accordance with service level agreements and legislation requirements.
- Review and submit any privacy breaches and follow up on process changes as part of a process review cycle.
- Created and maintained the customer Privacy Access Request database, recorded call breach register, Privacy Access Request external, internal stakeholder process documents, and team process documents.
Fraud and Investigations Officer
Suncorp Group
Brisbane, Queensland, Australia
02.2009 - 10.2013
- Interpret & apply relevant legislation.
- Complete forensic mechanical reports for claims as required
- Complete fraud, non-disclosure, non-cooperation and policy exclusion claim reviews and declines.
- Review and submit savings results on declined claims.
- Review and submit leakage on the Investigations leakage register.
- Maintain expenditure versus savings on claims.
- Working from home capacity unsupervised. Ability to work autonomously and be part of a collaborative team.
- Conduct training sessions regarding fraud awareness to the greater business.
- Maintain a personal case load of claims within team and code of practice requirements.
- Maintain Customer contact commitments within team expectations and code of practice requirements.
- Managing changing processes in an ever changing environment.
- 1 Million dollar savings target (Stretched KRA target) milestone achieved.
- Supporting, coaching and mentoring new staff members and existing staff on career days.
Technical Officer and Team Leader Recoveries Settlements
Suncorp Group
Brisbane, Queensland, Australia
01.2008 - 02.2009
- Lead a team of approximately 20 claims officers in both Recoveries and Settlements for motor vehicle claims.
- Maximise recovery potential on recoveries claims, and maximise savings on settlement claims.
- Coach & mentor staff and review staff progress, including training gap analysis.
- Maintain team reporting and any other reporting as required by management
- Ensure team members adhere to Service level agreements.
- Assist team members meet their Key result area’s.
- Complete all cheque & payment audits.
- Action all customer escalated matters and complaints and resolving their in accordance with company internal dispute resolution policies.
- The skill of managing time to critical deadlines.
- Analyse the team portfolio & trends and act on those trends as required.
- Manage age of stock, budget & phone queues.
- Knowledge of recoveries & legal process, PDS knowledge all brands including personal and commercial policies.
Recoveries and Settlements Officer
Suncorp Group
Brisbane, Queensland, Australia
01.2006 - 01.2008
- Use of my extensive motor vehicle industry experience and skills in conjunction to the role of a Recoveries & Settlements Officer.
- Demonstrated negotiation, influencing skills, decision making & problem solving skills.
- I spent 9 months liaising & training assessors across the country in processing total loss files and specifically pre-accident values & the use of Autoedge (Glass’s guide) to quantify a pre-accident value. The training included Interstate travel nationally to each assessment centre to coach and mentor each individual assessor regarding pre-accident market valuations.
- The role of recoveries officer involves claims processing with an extensive knowledge of the Australian road rules, assertive negotiation skills and knowledge regarding motor vehicles.
- Consistently ranked as a high performer in my role.
- Trained the recoveries department in the total loss process and understanding of how a pre-accident value is achieved for both assessment to maximise recovery potential.
- Create and maintained the team’s database’s including a legal referral database, liability database, and an external stakeholder escalation database.
- Tracking leakage and identify savings in line with key result areas
Motor Vehicle Dealer Sales Person
Windsor Vehicle Auctions
Brisbane, Queensland, Australia
01.2001 - 01.2006
- License number MSN2600877
- Began a career with Windsor Vehicle Auctions in 1992 with an apprenticeship in Motor Vehicle Mechanics.
- Progressed to qualify as a Department of Transport authorised Safety.
- Qualified as an Authorised Safety Certificate Examiner and authorised Inspection Station in 2001. The role involved inspecting, repairing and approving vehicles for use on Queensland roads on behalf of the Minister for Transport.
- Promoted to second in charge in 2002 with administration & finance duties including motor vehicle finance, debt recovery, staff Management, stock Control and CTP Insurance Sales.
- In 2003 moved to proprietor of the Safety Inspection station in conjunction with the second in charge role of the administration and finance.
- Manage all inbound and outbound litigated debt recovery matters.
- Apply business acumen in decision making.
- Represent the company in both Small Claims Court and local Magistrates Court.
Safety Certificate Examiner
Windsor Vehicle Auctions
Brisbane, Queensland, Australia
01.2001 - 01.2006
- RWC Road Worhty Certificates, or as they are now called Safety Certificates for light motor vehicles (under 2 tonne)
LV Motor Vehicle Mechanic
Windsor Vehicle Auctions
Brisbane, Queensland, Australia
01.1991 - 01.2006
- Diagnosed and repaired electrical and mechanical issues in a fleet of light vehicles to ensure optimal performance.
- Conducted routine maintenance tasks such as oil changes, tire rotations, and brake inspections to prevent breakdowns and prolong vehicle lifespan.
- Utilized diagnostic tools and equipment to troubleshoot engine, transmission, and suspension problems efficiently.
- Collaborated with team members to prioritize and complete tasks in a fast-paced environment, meeting strict deadlines.
Education
Cert IV in General Insurance - General Insurance
Kaplan Professional
Brisbane, QLD12-2016
Motor Sales Person (260877) - Vehicle and Vehicle Parts and AccessoriesMarketing Operations
Dept of Fair Trading Qld
Brisbane, QLD12-2006
Authorised Examiner - Engineering
HVRAS Heavy Vehicle Registration Assessment Scheme
Brisbane, QLD12-2006
Diploma of Justice (administration) - Justice Administration
TAFE
Queensland Brisbane12-2005
Engineering (LV Mechanical) - Engineering
TAFE Queensland
Brisbane, QLD12-1995
Skills
- Time Management
- Team Leadership
- Project Management
- Strategic Planning
- Slack
- KPI & Service-Level Agreements (SLA) Implementation
- Strategic Planning & Business
- Strategy
- Financial Analysis
- Fraud Detection & Prevention
- Negotiation
- Dyslexic Thinking
- Process Improvement
- Risk Management
- Insurance law & case law
- Mechanical Engineering
- Motor Vehicle Forensic reconstruction reviews
- Various systems, Trails/Tica, Power BI (Microsoft) Microsoft Office, Excel, Word, Cogen, Insure, Protect, Guidewire
Timeline
Manager, Systems Security
Queensland Department of Transport and Main Raods
07.2024 - Current
Manager, Recoveries
Auto & General Insurance
09.2023 - 06.2024
Team Leader, Recoveries
Auto & General Insurance
10.2022 - 09.2023
Senior Consultant, Insurance Litigation
Auto & General Insurance
04.2021 - 10.2022
Senior Consultant, Fraud Investigations
Auto & General Insurance
12.2019 - 02.2020
Recoveries Officer
Auto & General Insurance
07.2019 - 04.2021
Privacy Officer
Suncorp Group
10.2013 - 03.2018
Fraud and Investigations Officer
Suncorp Group
02.2009 - 10.2013
Technical Officer and Team Leader Recoveries Settlements
Suncorp Group
01.2008 - 02.2009
Recoveries and Settlements Officer
Suncorp Group
01.2006 - 01.2008
Motor Vehicle Dealer Sales Person
Windsor Vehicle Auctions
01.2001 - 01.2006
Safety Certificate Examiner
Windsor Vehicle Auctions
01.2001 - 01.2006
LV Motor Vehicle Mechanic
Windsor Vehicle Auctions
01.1991 - 01.2006
Cert IV in General Insurance - General Insurance
Kaplan Professional
Motor Sales Person (260877) - Vehicle and Vehicle Parts and AccessoriesMarketing Operations
Dept of Fair Trading Qld
Authorised Examiner - Engineering
HVRAS Heavy Vehicle Registration Assessment Scheme
Diploma of Justice (administration) - Justice Administration
TAFE
Engineering (LV Mechanical) - Engineering
TAFE Queensland