Hayley Dyer

As per below and to include

• Developed and maintained change management framework, reporting directly to CEO.
• Contributed significantly to multiple projects, including product development and finance transformation.
• Oversaw initiatives to enhance efficiency across operations.

• Management of UK-based claims team, overseeing work allocation and staffing levels.
• Maintenance of productivity and quality through effective absence management.
• Relationship management of offshore TPAs and underwriters to enhance collaboration.
• Presentation at monthly risk committee and board.
• Ensured staff received necessary training to comply with industry regulations.
• Represented company at insurance exhibitions and conferences.
• Heavily involved in integration and migration to SaaS platform for policy and claims administration.
• Controlled literature processes to ensure consistent branding and accuracy.

• Technical and high value claims team support for both international and domestic team members- Contact point for international TPAs
• Streamline of operational processes (notably improvements to large loss reporting and payment batch process)
• Large loss reporting and reserving
• Production of complaint file reports and recommendations and responsibility for actioning any RFC
• Key operational member in supporting business acquisition (Aug - Dec 22) onboarding new members of staff, training, understanding of acquired IT infrastructure and processes as well as day to day troubleshooting
• Key operational member in migration to a new platform - heavily involved in working alongside IT development teams and product owners to understand new IT infrastructure and lead on the creation of aligned processes on the new platform.
• Testing of new IT platforms
• Staff training on process changes and products
• Input into creation of new product
• Document control and updates including creation of a new suite of literature

• Team management of 23 direct reports including Claims Assessment Team and Senior, Claims Trainer and Internal Audit Team
• Overall responsibility for Claims Assessment Team KPIs, service levels and quality
• Monthly Group Internal and IFC reporting
• Claims representative and local lead on various projects working alongside AXA Health colleagues in the Finance, IT and Clinical Pathways teams
• Responsibility for team training and development opportunities
• Overall responsibility for Claims Trainer planning and scheduling to deliver induction training as well as an ad-hoc training programme
• Promotion of effective complaints handling by the claims team, working on initiatives both within my team as well as other teams within the Operational department
• Review and sign off of high value ex-gratia payments, point of contact for complicated case reviews or file reports
• Formerly Health On Line