Amanda Hazelden
Summary
Operations manager with expertise in change management and service delivery, consistently achieving performance targets. High energy and integrity drive leadership approach, fostering collaboration and continuous development. Focused on coaching and developing teams to enhance performance and accountability. Engaging communication style builds trust and motivates team members.
Overview
33
33
years of professional experience
Work history
Team Leader – First Notification of Loss
Ageas Insurance
Bournemouth
07.2024 - 04.2026
- Lead and manage a team of eight handlers responsible for First Notification of Loss and customer enquiries on existing claims
- Oversee accurate incident reporting and claim set-up, ensuring timely and informed early liability decisions
- Coach teams to confidently promote appropriate services aligned to customer needs and business objectives
- Deliver regular coaching, performance feedback, and quality monitoring to build individual capability and drive continuous improvement
- Identify training and development needs, implementing targeted support to maintain high standards across calls, tasks, and complaint handling
- Ensure consistent adherence to quality, compliance, and service delivery standards
- Proactively identify and drive improvements to the customer journey and operational efficiency
- Contribute to key business projects and change initiatives as required, supporting wider operational objective
- Increased team cohesion by implementing regular feedback sessions.
- Devised actionable plans towards achieving set business objectives within deadlines.
- Ensured adherence to company policy by all team members, maintaining professionalism at all times.
Team leader - service delivery
Innovation Group
Whitley
10.2023 - 07.2024
- Lead a team of 14 handlers who manage claim progression for both first and third parties.
- This involves repairs, hire and dealing with Total losses and uninsured losses. My role is to oversee the team ensuring that all key performance indicators are met and maintaining a low indemnity spend. I carry out monthly one to one meetings and end of year reviews. I also carry out phone and file audits each month.
- Responsible for the training and development of my team and on boarding new starters and dealing with any performance issues in line with company policy.
- Contribute to any process changes which would enhance the customer experience and deal with complaints.
Bodily Injury Claims Manager
Direct Line Group Insurance
01.2011 - 01.2023
- Accountable for attainment of all Claims KPIs with continuous improvement in claims handling to support reduction in indemnity costs
- Leadership, coaching and management of Bodily Injury Manager in addition to 12 direct reports, Solicitor Team Leaders
- Leading through others with the overall responsibility of up-to 100 FTE of Paralegal's and Bodily Injury file handlers
- Responsible for compliant operation, ensuring alignment to relevant legislative and regulatory requirements
- Responsible for embedding a wellbeing culture
- Key achievements: Proven track record of developing the team to a high level, delivering market leading indemnity spend
- Helped design and implement new Claim centre platform for the management of claims for BI and Motor claims areas utilising agile methodology
- Employee engagement through wellbeing focus, exceeding all key people metrics
- Engagement results have consistently exceeded the benchmark of 70%
- Implemented the Bodily Injury Covid-19 risk contingency plan
- Successfully set up C.100 people to work from home within a 3-week period
- Involved in the recruitment process through supporting interviewing candidates, induction, and continuous professional development
- Proven track record of talent management progression of individuals up to managerial level and mentoring of others
- Team have consistently been recognised with Chief Executive and Handler of the Year awards
- Attended Building an Inclusive Culture Workshops.
Technical Claims Manager
Direct Line Group Insurance
01.2008 - 01.2011
- Handled escalated customer complaints professionally and efficiently leading to increased client retention rates.
Damage Management & Third-Party Claims
Direct Line Group Insurance
01.2006 - 01.2008
Various Customer Service Roles
Direct Line Group Insurance
01.1993 - 01.2006
- Carried out day-to-day duties accurately and efficiently.
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
Education
O Level -
Carshalton High School
Skills
- Inspirational Leadership and Coaching
- Driving High Performance Culture through focusing on wellbeing
- Talent Management and succession planning
- People Transformation & Cultural Change
- Equality, Diversity, and Inclusion
- Quality Monitoring
- Time Management
Timeline
Team Leader – First Notification of Loss
Ageas Insurance
07.2024 - 04.2026
Team leader - service delivery
Innovation Group
10.2023 - 07.2024
Bodily Injury Claims Manager
Direct Line Group Insurance
01.2011 - 01.2023
Technical Claims Manager
Direct Line Group Insurance
01.2008 - 01.2011
Damage Management & Third-Party Claims
Direct Line Group Insurance
01.2006 - 01.2008
Various Customer Service Roles
Direct Line Group Insurance
01.1993 - 01.2006
O Level -
Carshalton High School