Donna Cass
Chadderton
Summary
Experienced Insurance Claims Team Leader with expertise in overseeing and optimising claims processes. Adept at managing complex case resolutions, leading high performing teams, and ensuring exceptional customer service. Proven track record in reducing claim cycle times and improving overall efficiency. Excellent communicator with a keen eye for detail and a commitment to excellence.
Overview
19
19
years of professional experience
Work History
Operations Lead
Eleven Network
03.2024 - 08.2024
- Lead and manage daily operations to meet organisational goals and objectives reporting into the head of operations
- Support development and implement operational policies, procedures, and best practices to streamline processes and improve efficiency
- Attend regular senior management meetings to provide operational updates
- Provide strategic direction and guidance to team leaders, ensuring alignment with company objectives
- Develop, monitor and analyse key performance indicators (KPIs) to identify areas for improvement and implement corrective actions as needed
- Support with implementing new ways of working project within the broking team
- Conduct regular performance reviews with direct reports and provide coaching and development opportunities
- Ensure compliance with regulatory requirements and industry standards
Digital Claims Team Leader, First party Claims
Esure
08.2023 - 03.2024
- Managing a team up to 11 claims handlers doing a mixture of new claims, existing calls and live chat queries
- Supporting the team & department through a change transformation moving onto new a digital platform
- Analysing customer trends and understanding what barriers customers are facing when using the digital journey
- Supporting the EIS development team with highlighting any optimisation opportunities/system defects
- Review and update new standard operating procedures, support with the training and communication updates to departments
- Review current KPIs and understand/set what the new requirements are
- Providing updates to my line manager on a weekly and monthly basis highlighting any improvements or concerns
- Completing 121’s, mid and end of year performance reviews setting clear objectives and expectations with a focus on personal development
- Complete regular file and telephony quality audits on staff, provide feedback to improve handler performance and identify any gaps in process and how we can continuously improve our service
- Reviewing area performance and setting expectations daily with my team to ensure we are performing at the level expected
- Stakeholder management, I attend weekly calls with suppliers to monitor performance and identify any areas for improvement, now moved over to the digital platform the focus is reviewing & setting new KPIs based on the digital journey
Total Loss Team Leader, First party Claims
Esure
09.2021 - 08.2023
- Managing a team up to 15 claims handlers processing first party total loss claims
- Complaint handling mentoring, review complaint escalations from my team that have not been resolved to understand route cause of complaint, resolve the issue whilst providing coaching feedback to team members to continuously develop skills
- Review and update new standard operating procedures, deliver communication updates to departments
- Providing updates to my line manager on a weekly and monthly basis highlighting any areas for improvement or concerns
- Completing 121’s, mid and end of year performance reviews setting clear objectives and expectations with a focus on personal development
- Complete regular file and telephony quality audits on staff, provide feedback to improve handler performance and identify any gaps in process and how we can continuously improve our service
- Reviewing area performance and setting expectations daily with my team to ensure we are performing at the level expected
- Stakeholder management, weekly calls with suppliers to monitor performance, identify and discuss how we can improve the service
- Working closely with other areas of claims
- Accountable for Resource planning for the department to ensure adequate resource across the area
Bodily Injury Admin Team Leader, Third Party Claims
Co-op Insurance (Acquired by Markerstudy Insurance in Dec 2020)
02.2019 - 09.2021
- Supported with the migration of Coop to Markerstudy, involved in testing, process mapping
- Working closely with panel solicitors, attended monthly on site meetings to review performance & identify any ways we can improve relationship & reduce waste
- Currently manage, motivate and lead a team of 12 people
- Performance manage, coach & develop colleagues, adhering to all company policies
- Compile MI, complete trend analysis and produce reports for senior management
- Consistently review ways to improve MI within the team, creating performance trackers to measure individual performance
- Increased colleague engagement within the team and won an award for the improvement
- Completing technical audits on the team, identifying any training gaps & process improvements
- Managing the administration of the MOJ injury portal and ensuring the claims notifications are processed in a timely manner
- Managing the administration tasks for panel solicitors
- Managing and maintaining strong relationships with outsourced suppliers and key stakeholders within the business
- Resource plan the team to ensure the team is working to its maximum capacity and efficiency
Senior Claims Handler
Co-op Insurance
10.2017 - 02.2019
Claims Handler
Co-op Insurance
10.2015 - 10.2017
IVA Meeting Co-ordinator
PDHL – Debt Management
04.2014 - 10.2015
Outbound/Inbound Customer Advisor
Betta Living
10.2005 - 04.2014
Education
Failsworth School
Skills
- Team Leadership
- Decision-making skills
- Communication skills
- Coaching and Mentoring
- Change Management
- Performance monitoring
- Insurance industry knowledge
- Relationship Building
- Continuous Improvement
- Teamwork and Collaboration
Timeline
Operations Lead
Eleven Network
03.2024 - 08.2024
Digital Claims Team Leader, First party Claims
Esure
08.2023 - 03.2024
Total Loss Team Leader, First party Claims
Esure
09.2021 - 08.2023
Bodily Injury Admin Team Leader, Third Party Claims
Co-op Insurance (Acquired by Markerstudy Insurance in Dec 2020)
02.2019 - 09.2021
Senior Claims Handler
Co-op Insurance
10.2017 - 02.2019
Claims Handler
Co-op Insurance
10.2015 - 10.2017
IVA Meeting Co-ordinator
PDHL – Debt Management
04.2014 - 10.2015
Outbound/Inbound Customer Advisor
Betta Living
10.2005 - 04.2014
Failsworth School
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