Shannon TONER
Petrie Terrace,QLD
Summary
Experienced employee with excellent stakeholder and project management skills. Action-oriented with a strong ability to communicate effectively with business and executive audiences. Dedicated to continuous process improvement in the face of rapidly evolving and changing markets. Extremely results-oriented and proactive in coordinating consistent management of claims problems with outstanding outcomes. Exceptional interpersonal communication with an effective leadership style. Organised with a strong ability to build positive rapport, inspire trust and guide teams toward the achievement of organisational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership.
Overview
12
12
years of professional experience
Work History
Performance and Operations Manager
Suncorp Insurance
Brisbane, QLD
07.2022 - Current
- Partner with teams across Home Claims to improve and support the delivery of accurate, timely and relevant reporting.
- Deliver a suite of insights, scheduled and on demand, to support decision making, prioritisation of business activities and identification for continuous improvement opportunities
- Identification of the Home Claims customer pain points and Voice of Customer results
- Benchmarking of current state customer results with internal and external data sources
- Drive insights into customer requirements and key business drivers, and help support an end to end view of our customer value chain
- Ensure the delivery of ad-hoc information and analysis as required, and coach team to deliver, often based on complex data and systems
- Utilise business intelligence methodology; gather information, process map and conduct trend analysis across the value chain to identify opportunities in complaint and customer experience performance.
- Ownership of commentary on Home Claims complaints performance and continuous improvement actions
- Display understanding of stakeholder’s business goals through effective consultation and relationship building
- Participate in strategy discussions and planning forums
- Build a culture of continuous improvement throughout the Customer Performance team, promoting opportunities for change that generate better customer and claims outcomes, and improve quality
- Manage team budget
- Actively seek feedback on performance and take charge of personal development
Disaster Response Events Claim Manager 5
Suncorp Insurance
Brisbane , QLD
02.2021 - 07.2022
- Provide exceptional training, support, mentoring and direction to the Event Claims Teams.
- Meet or exceed individual Score Card objectives.
- Contribute to a high performance culture within the team, providing one on one training to new staff to ensure team members are highly skilled, are confident to make decisions and enabled to work independently.
- Drive and maximise productivity, at both individual and team level.
- Develop and nurture effective working relationships with all team members, internal and external customers and stakeholders.
- Demonstrate Suncorp behaviours – leading by example.
- Take responsibility for individual personal development plans and professional learning goals.
- Positively contribute to the efficient and effective functioning of the department in order to meet organisational objectives.
- Ensure through appropriate training and monitoring that claims settlements are applied appropriately and potential leakage is avoided.
- Contribute to a positive risk culture and risk governance framework.
- Ensure compliance with laws, regulations, industry codes and organisational standards and report any breaches as they occur.
Operations Leader
Suncorp Insurance
Brisbane, QLD
10.2020 - 02.2021
- Deliver operational excellence within Disaster Response and Event Claims to create an effective high-quality, low cost operation to meet customer, employee and shareholder objectives.
- Understand, communicate and implement planned strategies, to improve and deliver effective Event claims management and distribution, contributing operationally to our Best in Class customer experience and performance objectives.
- Performance Advisors, Team Leaders and Managers, to effectively manage the distribution of claims across teams, by ensuring the most efficient use of resources and enabling our Claims Management teams to deliver brilliant customer experiences.
- Identify continuous improvement opportunities and assisting with process reviews, enhancements and solutions, to assist the Disaster Response and Management Leadership Team in ensuring operational excellence.
- Lead and develop the capability of the Operations Specialist through effective coaching, mentoring, professional development and performance management.
Team Leader/TSO Team Leader
Suncorp Group
Brisbane, QLD
11.2015 - 10.2020
- Effectively coach and mentor team members to assist with continuously improving their performance, knowledge and skills.
- Motivate team members to meet their goals & ensure their health and well-being are considered within the team environment.
- Maintain and promote communication channels with key stakeholders.
- Ensure that quality assurance targets are met and that the team are always compliant.
- Identify and address training development needs of the team.
- Allocate and manage workflows within the team.
- Manage all staff metrics including unplanned leave, leave tolerance, staff turnover.
- Conduct regular performance reviews and feedback to develop personal performance of direct reports.
- Lead a culture of continuous improvement by proactively reviewing systems and processes and recommending solutions at team and department level.
- Resolution of complex queries and claims requiring decisions to be made at Leader level.
- Deliver understanding of principals of customer service to all team members across all brands.
- Implement and maintain development and succession plans for the ongoing growth of the team.
- Ensure OH &S is always adhered to and met.
- Ensure decision-making and actions of the team contribute to managing relevant financial targets.
- Ensure that SLA's / Service charter requirements are adhered to and met.
- Drive exceptional customer service within company guidelines and regulatory obligations ensuring all contacts and communications are of the highest standard to create peace of mind for the customer.
- Positioned as go-to person for up to staff members, troubleshooting complex administrative and training issues promptly
Technical Support Officer
Suncorp Group
Brisbane, QLD
07.2013 - 11.2015
- Provide assistance to Client Managers, Leaders and Managers on technical and service matters including escalations, delegations of authority, systems queries, decline letters, business procedures and policy/claim coverage questions which are legally compliant and balance the needs of the customer with the business.
- Contribute to creation of development plans by leaders for Client Managers through feedback on performance including, identified skills gaps and compliance quality standards.
- Deliver timely and accurate reports on observation outcomes to Leaders as required and where appropriate analyse results and provide recommendations for improvement on an individual, team and departmental basis.
- Deliver technical support across a variety of brands and teams in a consistent and effective manner.
- Build and maintain effective working relationships with peers and key stakeholders to help drive customer and business performance outcomes.
- Be a passionate role model and a proactive team member.
- Be involved and initiate mutually beneficial relationships with team members in accordance with Suncorp values.
- Adhere to corporate and legislative compliance requirements in all interactions with customers and Client Managers.
- Decisions are made to balance the Customer and Cost impacts in line with the PDS.
- Contribute to the achievement of Claims Cost targets.
- Demonstrate an understanding of the Internal Dispute Resolution processes and ensure that all disputes are handled in accordance with standards, including managing escalated complaints.
- Actively contribute to continuous improvement opportunities through data analysis and observational evidence of trends or issues across or within teams.
- Effective resolution of escalated complaints.
- Complete quality auditing and side by side monitoring to ensure quality of performance, adherence to process and procedure.
Client Manager
Suncorp Group
Brisbane, Qld
01.2011 - 07.2013
- Take responsibility for own personal development plan and professional learning goals.
- Actively participate in Annual Performance processes in conjunction with direct manager.
- Contribute to the efficient and effective functioning of the team in order to meet organisational objectives.
- Demonstrate appropriate and professional workplace behaviours, providing assistance to team members if required and undertaking other key responsibilities or activities as directed.
- Perform responsibilities in a manner which reflects and responds to continuous improvement.
- Accurate and timely updating of estimates.
- Decisions are made to balance the Customer and Cost impacts in line with the PDS.
- Contribute to the achievement of Claims Cost targets.
- Ability to make decisions within the scope of the roles' authority.
- Follow established process and procedures.
- Manage individual workload and customer follow up requirements.
- Maintain high level of accuracy and attention to detail.
- Ensuring integrity of data is maintained when responding to customer enquiries.
- Manage client expectations of timeliness and steps in the process, timeliness of payment and settlement of claim payments.
- Establish a clear understanding of each customer's claim.
- Fully inform customers about how their claim will be managed.
- Provide accurate and clear advice based on a sound knowledge and understanding of claims policies and their intent.
- Respond to and manage activities throughout the claim management process.
- Provide a superior level of customer service that meets the organisations values, claims philosophy and service excellence standards.
- Effective conflict resolution to minimise escalations.
- Quality decision-making within policy guidelines for the best outcome for the customer and the organisation.
- Liaise with supply and repair coordinators to ensure timely replacement or repair experience for customers.
Education
Bachelor Of Criminology - Law
Bond University
2009
Bachelor Of Learning Management -
Central Queensland University
2004
Certificate V Insurance - Certificate of Insurance
ANZIF
Brisbane 04.2013
Skills
- Staff Management
- Performance Appraisals
- Product Knowledge
- Quality Management
- Key Performance Indicators
- Performance Improvement
- Technical Support
- Analytical Skills
References
Monique Joliffe
Disaster Response & Event Claims Manager
Suncorp Group
0429 194 754
monique.joliffe@suncorp.com.au
Cath Stewart
Head Of Customer Experience
Suncorp Group
0429 194 754
cath.stewart@suncorp.com.au
Toni Harley
Head Of Flood Response & Recovery
Suncorp Group
0477 747 645
toni.harley@suncorp.com.au
Timeline
Performance and Operations Manager
Suncorp Insurance
07.2022 - Current
Disaster Response Events Claim Manager 5
Suncorp Insurance
02.2021 - 07.2022
Operations Leader
Suncorp Insurance
10.2020 - 02.2021
Team Leader/TSO Team Leader
Suncorp Group
11.2015 - 10.2020
Technical Support Officer
Suncorp Group
07.2013 - 11.2015
Client Manager
Suncorp Group
01.2011 - 07.2013
Bachelor Of Criminology - Law
Bond University
Bachelor Of Learning Management -
Central Queensland University
Certificate V Insurance - Certificate of Insurance
ANZIF
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