Peter Nghe
Randwick,NSW
Summary
Dynamic Team Leader with extensive experience in claims management and stakeholder engagement at Insurance Australia Group. Demonstrated ability to enhance customer experience and drive performance outcomes through effective coaching and analytical skills. Skilled in implementing strategic initiatives that improve operational efficiency and ensure compliance in high-stakes environments.
Overview
25
25
years of professional experience
Work History
<ul><li>Lead a high performing team of Case Managers, Injury Management Advisor and Technical Specialist. Acting as a Third Party Administrator and responsible for the management of the portfolio of Youi CTP Claims.</li><li>My role was to oversee and supervise the day to day operation of the claims team and to ensure that both our Statutory Benefits and Common Law claims portfolio are being managed at a high level and in line with the legislation.</li><li>I am responsible for design and implementation of framework for effective claims strategies to uplift Customer Experience including Business and Regulator deliverables.</li><li>Established and developed strong working relationships with our client Youi to ensure that regular business performance updates are provided, improve reporting and claims governance including risk oversight are being identified.</li><li>Develop new initiatives and ideas to assist with the continuous improvement of claims processes and procedure including the rolling out of such plan to the business.</li></ul>
Employers Mutual Limited
10.2023 - Current
- Lead a high performing team of Case Managers, Injury Management Advisor and Technical Specialist. Acting as a Third Party Administrator and responsible for the management of the portfolio of Youi CTP Claims.
- My role was to oversee and supervise the day to day operation of the claims team and to ensure that both our Statutory Benefits and Common Law claims portfolio are being managed at a high level and in line with the legislation.
- I am responsible for design and implementation of framework for effective claims strategies to uplift Customer Experience including Business and Regulator deliverables.
- Established and developed strong working relationships with our client Youi to ensure that regular business performance updates are provided, improve reporting and claims governance including risk oversight are being identified.
- Develop new initiatives and ideas to assist with the continuous improvement of claims processes and procedure including the rolling out of such plan to the business.
<ul><li>Leads a team of 12 employees, charged with managing performance, communication, coaching and development of staff.</li><li>Provides technical claims support, injury management, training and coaching to staff to achieve a high level of customer service and deliver on performance outcomes.</li><li>Develop and manage the competency and commitment of my team by providing tools and resources to achieve results</li><li>Provide direction and support to my team to drive performance outcomes</li><li>Mentor, coach and empower individuals by providing career development and opportunities</li><li>Conduct regular file audits, performance reviews including staff appraisals</li><li>Engage with all business areas to ensure that we identify opportunities for improvement</li><li>Build and maintain strategic relationships with key internal and external stakeholders</li><li>Monitor costs, estimation and finalisation rates within my team to ensure departmental targets are achieved</li><li>Attend weekly meetings with Team Leaders and Claim Managers to develop strategies to drive business performance</li><li>Provide support to Claims Managers in performing their roles including recommending and implementing solutions resulting from industry trends and business strategies</li><li>Monitor staff workload and conduct regular team meetings to delegate responsibilities to ensure work is completed on time</li></ul>
Insurance Australia Group
03.2015 - 10.2023
- Leads a team of 12 employees, charged with managing performance, communication, coaching and development of staff.
- Provides technical claims support, injury management, training and coaching to staff to achieve a high level of customer service and deliver on performance outcomes.
- Develop and manage the competency and commitment of my team by providing tools and resources to achieve results
- Provide direction and support to my team to drive performance outcomes
- Mentor, coach and empower individuals by providing career development and opportunities
- Conduct regular file audits, performance reviews including staff appraisals
- Engage with all business areas to ensure that we identify opportunities for improvement
- Build and maintain strategic relationships with key internal and external stakeholders
- Monitor costs, estimation and finalisation rates within my team to ensure departmental targets are achieved
- Attend weekly meetings with Team Leaders and Claim Managers to develop strategies to drive business performance
- Provide support to Claims Managers in performing their roles including recommending and implementing solutions resulting from industry trends and business strategies
- Monitor staff workload and conduct regular team meetings to delegate responsibilities to ensure work is completed on time
<ul><li>Managed a portfolio of 60-70 claims NSW Police claims including police officers who had suffered Post Traumatic Stress Disorder, Anxiety and Major Depression. Each claim was managed from lodgment to finalisation which could include managing their income protection claim to ensure that the disabled police officers are being compensated for loss wages to their claim for total and permanent disability.</li></ul>
TAL Life Limited
11.2013 - 02.2015
- Managed a portfolio of 60-70 claims NSW Police claims including police officers who had suffered Post Traumatic Stress Disorder, Anxiety and Major Depression. Each claim was managed from lodgment to finalisation which could include managing their income protection claim to ensure that the disabled police officers are being compensated for loss wages to their claim for total and permanent disability.
<ul><li>Managed a portfolio of 100-110 complex claims including the Lifetime Care and Support Scheme with an estimated portfolio value of approximately A$40 million. Each claim was managed from lodgment to finalisation and included bulk conferencing directly with claimants and their representatives (solicitors) to bring matters to an early and amicable resolution, claims assessment and resolution service or court processes. I had authority to resolve matters up to A$250,000.00 per claim.</li><li>Managed a portfolio of direct and legally represented claims involving minor, major and catastrophic injuries.</li><li>Conversed with injured people, treatment providers, solicitors and barristers to expedite injured person recovery and progress finalisation of claims</li><li>Analyse information and implement decisions resulting from the need to provide rehabilitation assistance or investigations into potentially fraudulent claims</li><li>Instigating initial investigations to determine liability and identify unusual circumstances or inconsistencies which may require factual investigation or surveillance</li><li>Conducted informal settlement conferences with defendant and plaintiff legal representation, participated in court appointed mediation conferences and Claims Assessment Resolution Conferences.</li><li>Operated in an office environment and collaborated within a team to reach individual and group targets relating to claim finalisations, estimates and total claim cost.</li><li>Attended seminars to develop understanding of injuries, legislation and claims management strategies.</li><li>Draft Claims Assessments, formulating offers of settlement and negotiation points to resolve both monetary and medical disputes.</li></ul>
Insurance Australia Group
03.2009 - 10.2013
- Managed a portfolio of 100-110 complex claims including the Lifetime Care and Support Scheme with an estimated portfolio value of approximately A$40 million. Each claim was managed from lodgment to finalisation and included bulk conferencing directly with claimants and their representatives (solicitors) to bring matters to an early and amicable resolution, claims assessment and resolution service or court processes. I had authority to resolve matters up to A$250,000.00 per claim.
- Managed a portfolio of direct and legally represented claims involving minor, major and catastrophic injuries.
- Conversed with injured people, treatment providers, solicitors and barristers to expedite injured person recovery and progress finalisation of claims
- Analyse information and implement decisions resulting from the need to provide rehabilitation assistance or investigations into potentially fraudulent claims
- Instigating initial investigations to determine liability and identify unusual circumstances or inconsistencies which may require factual investigation or surveillance
- Conducted informal settlement conferences with defendant and plaintiff legal representation, participated in court appointed mediation conferences and Claims Assessment Resolution Conferences.
- Operated in an office environment and collaborated within a team to reach individual and group targets relating to claim finalisations, estimates and total claim cost.
- Attended seminars to develop understanding of injuries, legislation and claims management strategies.
- Draft Claims Assessments, formulating offers of settlement and negotiation points to resolve both monetary and medical disputes.
<ul><li>Project-based work to support AIG’s performance improvement plans. Assessed benefits to be achieved, determined impact of changes, assessed risks and ensured delivery through effective implementation and post implementation reviews.</li></ul>
AIG UK Limited
07.2007 - 12.2008
- Project-based work to support AIG’s performance improvement plans. Assessed benefits to be achieved, determined impact of changes, assessed risks and ensured delivery through effective implementation and post implementation reviews.
4 2007
Insurance Australia Group
02.2001 - 04.2007
2 2001
GIO General Insurance
01.2000 - 02.2001
Education
01/2012 - Frontline Management
01.2012
01/2007 - Financial Services
01.2007
Diploma - Accounting
Ultimo, NSW
Ultimo, NSW01.1999
01/1997 -
01.1997
Skills
- Adaptability and learning agility
- Time management
- Communication skills
- Risk management
- People management
- Analytical thinking
- Teamwork and collaboration
- Problem-solving strategies
- Adaptability and learning agility
- Time management
- Communication skills
- Risk management
- People management
- Analytical thinking
- Teamwork and collaboration
- Problem-solving strategies
References
Available upon request
Timeline
<ul><li>Lead a high performing team of Case Managers, Injury Management Advisor and Technical Specialist. Acting as a Third Party Administrator and responsible for the management of the portfolio of Youi CTP Claims.</li><li>My role was to oversee and supervise the day to day operation of the claims team and to ensure that both our Statutory Benefits and Common Law claims portfolio are being managed at a high level and in line with the legislation.</li><li>I am responsible for design and implementation of framework for effective claims strategies to uplift Customer Experience including Business and Regulator deliverables.</li><li>Established and developed strong working relationships with our client Youi to ensure that regular business performance updates are provided, improve reporting and claims governance including risk oversight are being identified.</li><li>Develop new initiatives and ideas to assist with the continuous improvement of claims processes and procedure including the rolling out of such plan to the business.</li></ul>
Employers Mutual Limited
10.2023 - Current
<ul><li>Leads a team of 12 employees, charged with managing performance, communication, coaching and development of staff.</li><li>Provides technical claims support, injury management, training and coaching to staff to achieve a high level of customer service and deliver on performance outcomes.</li><li>Develop and manage the competency and commitment of my team by providing tools and resources to achieve results</li><li>Provide direction and support to my team to drive performance outcomes</li><li>Mentor, coach and empower individuals by providing career development and opportunities</li><li>Conduct regular file audits, performance reviews including staff appraisals</li><li>Engage with all business areas to ensure that we identify opportunities for improvement</li><li>Build and maintain strategic relationships with key internal and external stakeholders</li><li>Monitor costs, estimation and finalisation rates within my team to ensure departmental targets are achieved</li><li>Attend weekly meetings with Team Leaders and Claim Managers to develop strategies to drive business performance</li><li>Provide support to Claims Managers in performing their roles including recommending and implementing solutions resulting from industry trends and business strategies</li><li>Monitor staff workload and conduct regular team meetings to delegate responsibilities to ensure work is completed on time</li></ul>
Insurance Australia Group
03.2015 - 10.2023
<ul><li>Managed a portfolio of 60-70 claims NSW Police claims including police officers who had suffered Post Traumatic Stress Disorder, Anxiety and Major Depression. Each claim was managed from lodgment to finalisation which could include managing their income protection claim to ensure that the disabled police officers are being compensated for loss wages to their claim for total and permanent disability.</li></ul>
TAL Life Limited
11.2013 - 02.2015
<ul><li>Managed a portfolio of 100-110 complex claims including the Lifetime Care and Support Scheme with an estimated portfolio value of approximately A$40 million. Each claim was managed from lodgment to finalisation and included bulk conferencing directly with claimants and their representatives (solicitors) to bring matters to an early and amicable resolution, claims assessment and resolution service or court processes. I had authority to resolve matters up to A$250,000.00 per claim.</li><li>Managed a portfolio of direct and legally represented claims involving minor, major and catastrophic injuries.</li><li>Conversed with injured people, treatment providers, solicitors and barristers to expedite injured person recovery and progress finalisation of claims</li><li>Analyse information and implement decisions resulting from the need to provide rehabilitation assistance or investigations into potentially fraudulent claims</li><li>Instigating initial investigations to determine liability and identify unusual circumstances or inconsistencies which may require factual investigation or surveillance</li><li>Conducted informal settlement conferences with defendant and plaintiff legal representation, participated in court appointed mediation conferences and Claims Assessment Resolution Conferences.</li><li>Operated in an office environment and collaborated within a team to reach individual and group targets relating to claim finalisations, estimates and total claim cost.</li><li>Attended seminars to develop understanding of injuries, legislation and claims management strategies.</li><li>Draft Claims Assessments, formulating offers of settlement and negotiation points to resolve both monetary and medical disputes.</li></ul>
Insurance Australia Group
03.2009 - 10.2013
<ul><li>Project-based work to support AIG’s performance improvement plans. Assessed benefits to be achieved, determined impact of changes, assessed risks and ensured delivery through effective implementation and post implementation reviews.</li></ul>
AIG UK Limited
07.2007 - 12.2008
4 2007
Insurance Australia Group
02.2001 - 04.2007
2 2001
GIO General Insurance
01.2000 - 02.2001
01/2012 - Frontline Management
01/2007 - Financial Services
Diploma - Accounting
Ultimo, NSW