Cassandra Lazarus
Rayleigh,Essex
Summary
Accomplished and adaptable professional with 16+ years in the London Insurance market, with expertise in claims handling and operational efficiency. Skilled in team leadership, reporting, and supporting large scale change, including acquisitions and offshore integration. Resilient, and solutions focused with a strong track record of improving processes and delivering results.
Overview
19
19
years of professional experience
Work history
Claims Operations Manager
Ardonagh Specialty
London
04.2023 - Current
- Played a key role in the successful integration and transformation of Claims functions following multiple acquisitions. Led on aligning teams, streamlining processes and PAS systems to ensure a smooth transition, minimise disruption, and enhance operational efficiency during periods of significant change.
- Led the successful establishment of a new offshore function, helping design training framework and supporting the delivery of training to ensure effective onboarding and knowledge transfer.
- Created a central claims repository containing training materials, structure charts, and a detailed procedure guide. Thus improving team knowledge, onboarding and process consistency.
- Worked in collaboration with the MI team to design and implement a new system for monitoring SLA's and workflow performance. This enabled the development of an enhanced reporting suite, which has been praised by stakeholders and clients for its clarity, insight and operational value.
- Established new QA framework
- Regularly attended meetings with our key strategic partners, delivering performance insights through tailored reporting and analysis. Acted as deputy for the Director of Operations at governance meetings and represented Ops in cross-divisional forums.
Claims Manager
Ardonagh Specialty
London
09.2022 - 04.2023
- Managed a team of 6 claims professionals handling a varied portfolio of North American Property claims.
- Responsible for ensuring timely and accurate claims handling.
- Acted as escalation point for complex claims and worked closely with Insurers, DCA's and internal stakeholders.
- Monitored team performance, supported their development and conducted regular one-to-ones and reviews.
- Ensured compliance with internal procedures and market regulations.
- Represented the team at market meetings and forums, ensuring to stay informed on industry developments and market initiatives.
Assistant Claims Manager
Ardonagh Specialty (Besso Limited)
London
01.2020 - 09.2022
- Supported the Claims Manager in overseeing North American claims portfolio.
- Played a key role in maintaining service standards and assisting with the supervision of team members.
- Provided day to day support to the Claims Manager across all aspects of claims handling and team oversight.
- Point of contact for complex claims, ensuring accurate and timely resolution in line with regulatory and client expectations
- Acted as a liaison between internal departments and external stakeholders including Insurers, Clients and Loss adjusters.
Senior Claims Technician/Broker
Besso Ltd
London
05.2011 - 01.2020
- Managed complex claim files from inception to settlement, ensuring compliance with internal procedures and market standards.
- Mentored junior claims staff, sharing technical knowledge and supporting their developments.
- Supported Claims management team with workload prioritisation and co-ordination during high volume periods.
- Acted as a key point of contact for the placing team, Insurers and clients, ensuring clear communication and keeping claims on track for timely progress.
Claims Technican
Howden
, London
05.2010 - 05.2011
Claims Technician
Besso Ltd
London
07.2006 - 05.2010
Education
11 GCSE'S
King Edmund School, Rochford 2004 -
Cert CII
2012 -
Skills
- Claims integration
- Change Management
- Problem-solving
- Communication skills
- SLA monitoring
- Performance reporting
- Strategic planning
- Stakeholder collaboration
Affiliations
In my spare time, I love spending time with family, cooking and trying out new recipes, reading, and keeping active.
I'm also a member of the Charitable committee at Ardonagh Specialty, recently nominated for an award in recognition of our work.
Timeline
Claims Operations Manager
Ardonagh Specialty
04.2023 - Current
Claims Manager
Ardonagh Specialty
09.2022 - 04.2023
Assistant Claims Manager
Ardonagh Specialty (Besso Limited)
01.2020 - 09.2022
Senior Claims Technician/Broker
Besso Ltd
05.2011 - 01.2020
Claims Technican
Howden
05.2010 - 05.2011
Claims Technician
Besso Ltd
07.2006 - 05.2010
11 GCSE'S
2004 -
Cert CII
2012 -
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