Current role – IAL Underwriting Manager - IAL / IAG 2020 - Present
As Underwriting Manager, I lead a team of 7 direct reports and work with all areas of the business including technology, claims, pricing, finance, operations, risk and our partners to continually grow and develop our business.
IAL started as Berkshire Hathaway Insurance Australia and was acquired by IAG in July 2015, as part of the acquisition the company became IAL in March 2017. IAL is an end-to-end intermediated insurance business providing personal lines products exclusively to Steadfast brokers.
I have been largely involved with growth and success of the business from a start up of 8 people in 2015 to 22 people at our peak with an annual GWP ~ $250mil while maintaining a lean expense base and scalability without an increase of head count.
Secondments
Underwriting Manager (While in Senior Underwriter Role) - IAL / IAG
Assistant Catastrophe Situation Manager - Queensland Floods and Cyclones - Westpac
Private Clients Home & Contents Insurance Relationship Manager - Westpac
QA / Business Analyst - Establishment of Claims department offshore back office - Westpac
Projects
Implementing Underwriting workflow system - Developing business rules and processes
Equity Program (GICOP 2020) – Implementing all business changes in line with GICOP 2020 to help Vulnerable clients.
GICOP 2020 – Reviewing and amending all business processes to comply with GICOP 2020
UCT – Full review and amendment of PDS and other client collateral the be UCT compliant
PDDO/TMD – Develop TMD’s for all products and PDDO framework with required controls to monitor and respond where needed in line with the PDDO obligations
IAL Exit Project – Successfully manage IAL’s exit from the market while maintaining a high level of support for our people, broker partners and end clients
Achievements
Working as part of a team to create the fastest growing insurance startup in Australia
Developing Underwriting guidelines and processes
Transitioning Underwriting team to have full work from home capability at short notice
Integrating Referal and Renewal workflow into Jira with full automation
Development of Dashboard with full visibility of all Underwriting tasks and metrics
Managing and maintaining Referal turnaround of under 2 hours for 96% of referals and no more than 24 - 36 hours for complex referals
Detailed Employment History - IAL / IAG, 2015 - Present
IAL Underwriting Manager, 2020 – Present
Managing all Underwriting operations and team of 7 Underwriters
Working directly with broker partners to provide mutually beneficial outcomes
Development of direct reports through traning, development and succession plans, goal setting, working to achieve team and individual KPI’s
Creating capacity so Underwriters can peruse self-development opportunities
Performance management of underperforming team members
Developing and improving all underwriting tasks and processes to automate where possible to create capacity and scalability.
Review and rewrite all product PDS documents on 6 – 9 month basis working with Steadfast and other Insurers on SCTP (Steadfast Client Trading Platform)
Working as part of the IAL Leadership team to run an end-to-end business and work towards our future goals as part of our strategic plan
Review and maintain Underwriting rules and guidelines in line with delegated authority, change in business processes and risk appetite
Monitor and report on portfolio performance and close gaps where there was poor performance
Audit Underwiring team to produce technical and performance QA results and identify any issues to be addressed either as a team or individually
Actively monitor and report any risk issues as well as developing actions to remediate any issues.
Providing advice and guidance on policy wording to claims team in the application of the wording for accepted, declined and disputed claims cases
IAL Senior Underwriter, 2015 - 2020
Secondment as Underwriting Manager in 2015 and 2018 with team of 7 direct reports
Management and distribution of Underwriting team daily workflow
Underwrite and manage a portfolio across home, motor and landlord risks
Develop and manage policy wording, underwriting guidelines and acceptance criteria
Build and develop underwriting processes, procedures and performance reporting
Manage new business and renewal offers
Granular understanding and involvement in risk rating while working with pricing manager
Development of business processes including installments, system upgrades and enhancements
Relationship management with Steadfast broker network
Working with other parts of the business including claims, technical support, pricing and systems management to constantly build and improve processes
Working with external partners including Xceedance, Innovation Group, Clam Central, Rackcorp, and contractors
Pro-actively self-learning SQL and using for complex queries and modeling
Working with technology partners on system improvements, changes and processes. This has largely been the link between the technical side of the business and the practical end user application and vice versa.
User acceptance testing, identifying systemic issues and working on resolution to issues.
Dealing directly with intermediary partners ranging from processes through to broker principles to discuss all areas of the business but particularly underwriting, systems and processes
Working with leadership team to develop and implement long term strategic direction for the business
Working as part of a small underwriting team of 7 people processing 2000 - 2500 referrals per week and 200 - 500 renewal reviews per week
Detailed Employment History - Westpac / BT Financial Group, 2004 - 2015
General Insurance Product Specialist / Business Analyst, 2012 - 2015
Monthly QA audit of all processes completed by underwriting and offshore teams
Management and provision of training and assistance to offshore team (Genpact, India)
Communication with stakeholders both external and internal including legal, IT, risk and senior management team
Analysis of underwriting processes, systems and guidelines for continuous improvement program
Developing process and audit guideline documents with appropriate risk controls
Project and change management of new and existing processes and systems
System user acceptance testing and post implementation testing for regular system upgrades
Extensive knowledge of General Insurance Product, Underwriting and risk assessment
General Insurance Underwriter, 2011 - 2012
Managing current and new risk portfolio by assessing and applying underwriting guidelines
Develop and maintain underwriting guidelines and processes
Maintaining and increasing skill level and knowledge of Westpac products, systems, policies and procedures
Monthly technical and quality audit of customer contact center sales and processes
General Insurance / HFM Multi Policy Representative, 2008 - 2010
Customer service and sales - Home and Contents insurance
Maintaining and increase sales by working within set scorecard and KPI measures
Providing assistance and education to Home Finance Managers, Lenders, Relationship Managers and other Branch staff in regard to General Insurance Products
Extensive knowledge of General Insurance Underwriting and risk assessment
General Banking and Credit Cards representative, 2004 - 2008
Customer service and sales - consumer banking products and consumer cards
Maintaining and increase sales by working within set scorecard and KPI measures
Maintaining and increasing skill level and knowledge of Westpac products, systems, policies and procedures