Grant McKay

Team Management and Performance

• Provide operational leadership to over 25 staff across three UK functions, Medical Underwriting, Individual Claims, and Group Claims, while supporting Manila-based offshore teams handling life and group policies, medical reports, claim forms, misrepresentations, administration, and customer services.
• Foster collaborative teams culture through coaching, clear communication, and recognition of contributions. Encouraging positive behaviours, innovation, and strong performance.
• Review performance metrics to identify improvement areas and implement targeted training plans.
• Managed daily work queues to ensure effective task allocation, balanced workloads, consistent service delivery, and identifying trends and potential risks.

Client Relations and Service Delivery

• Proactively manage client expectations, ensuring service delivery aligns with agreed outcomes, SLAs, and quality standards.
• Collaborate with stakeholders to ensure effective communication, decisions, and end-to-end service delivery.
• Provide regular performance updates, insights, and recommendations through weekly governance meetings, strengthening partnerships and supporting continuous improvement.

Process Improvement and Transformation

• Collaborated with Transformation teams to drive change through action-focused meetings, delivering data-driven recommendations for process improvements and long-term roadmaps.
• Identified challenges by reviewing forecasting volumes against resources, facilitating solutions, and sharing results with broader teams

Contributed to AIG Life’s growth from inception by helping design innovative systems and developing business processes and procedures from the ground up.

Team Management and Performance

• Manage daily activities of team members by monitor progress and workload and ensure smooth workflow and productivity whilst address day-to-day operational challenges.
• Establish clear, measurable goals for the team and individuals and foster a problem-solving culture by regularly review and assess effectiveness of action plans.
• Review audit results for our underwriting team, conduct performance reviews, and provide training and feedback to support ongoing success.
• Managing recruitment process for new team members and onboarding.

Operational Management and Analysis

• Forecasting and workflow management to meet Service Level Agreements and Key Performance Indicators
• Analysing data and statistical trends to inform decision-making and process improvements

Training and Development

• Serving as the Insurance Distribution Directive (IDD) and training champion for Operations and ensuring all team members complete their required hours.
• Supporting individual career development by Increasing medical authority levels using progression plans and creating training and development hub.