Ange Paul

Team Leader - October 2021 - Current

Permanent - April 2020 - October 2021

Secondment - August 2018 - April 2020

Secondment - April 2017 - August 2017

Role Description:

To provide the Agribusiness Centre teams with direction and effective leadership in order to build and maintain a high performance culture that retains existing business and continues to support the growth of FMG’s market share.

Key Achievements:

Enhancing Client Communication:

• Led an initiative to enhance the client contact rate. When clients missed over-the-phone reviews, we developed an email template to notify them of insurance gaps and offer essential risk advice.

• Supported the change management of implementing an inbound phone queue for Rural clients to be smart routed to a Rural Consultant who is a specialist in this field. This was one of the biggest and most challenging changes the team faced.

Streamlining Client Reviews:

• Led the ABC team through a transition off a system that was no longer being supported, enabling consultants to have more organic client conversations. Reduced review preparation and completion time by 30-50%, resulting in improved efficiency and client experience.

CPI (Continuous Process Improvement) Lead:

• Orchestrated CPI planning with business partners to drive process and business improvements.
• Key liaison for the Review project team, providing valuable insights from client observations and feedback.

Team Support and Relocation:

• Successfully addressed logistical challenges for team members relocating to our Christchurch office.

August 2017 - August 2018

January 2017 - April 2017

October 2015 - July 2016

Claims Team Leader - April 2011 - October 2015

Role Description:

The claims manager ensures the regional claims consultant team delivers a high-quality and professional claims experience to FMG clients. This involves effective leadership, daily supervision, and providing necessary support, development, and tools. The claims manager analyzes performance metrics, offers support and recognition, collaborates with the wider claims team, and continuously seeks ways to improve the claims service for FMG clients.

Key Responsibilities:

Weather Event Claims Management:

• Efficiently scale up consultant teams to focus on managing and settling weather-related claims.
• Clear focus to achieve 80% settlement rate within 3 months.
• Provide real-time data updates and continuous communication with key stakeholders during weather events.

Claims Procurement Management:

• Cultivated strong relationships with suppliers and repairers to optimize claims cost savings.
• Streamlined processes for efficient client interactions with our partners.

Key Achievements:

High Value Client Proposition Delivery:

• Led the implementation of the High Value Client proposition, a strategic initiative aimed at enhancing the service quality for High Value Clients.
• Established a dedicated consultant to handle claims specifically for High Value Clients.
• Collaborated closely with our Key Accounts team to ensure seamless communication and alignment of services.

Claims NPS Working Group Leadership:

• Led the Claims NPS working group, collaborating across various organizational units to influence our Organisations NPS score.
• Successfully influenced our rolling average NPS of +50 and +60 for our claims team, contributing to our Organisations progress toward exceeding the +60 goal.

Creating Capacity:

• Implemented innovative strategies to support claims consultants and streamline processes, including piloting an admin support role focused on invoice payment and claim closure. This initiative significantly enhanced the capacity of claims consultants to efficiently manage a higher volume of claims for our clients in a timely manner.

• Enhanced speed to competency by training new recruits to handle high volume motor vehicle claims, thereby creating capacity for more experienced claims consultants to manage lower volume more complex material damage claims while providing a stepping stone for newer recruits to upskill later on in their role.

Secondment: July 2016 - January 2017

Role Description:

Accountable for leading, developing, and executing strategic initiatives to drive the Organizations profit and net client growth across various channels, including Lifestyle, Commercial Residential, and Personal Insurance. Responsibilities encompass ensuring that retention, acquisition, and referral targets are met. During my secondment in this position, my primary goal was to maintain the momentum and drive continued progress.

Achievements:

Business Paper & Strategic Achievement:

• Authored a business paper supporting an initiative based on forecasted figures which included reward and recognition for the teams achievements.
• Demonstrated that the team would surpass their highest KRA objectives.
• Contributed to the Organization’s Net client growth and profit strategy.
• Across Lifestyle & Residential, channels: Achieved a 6% increase in total new clients.
  Secured an 11% increase in ACP (Annual Company Premium).
• Notably, the Commercial channel achieved:15% growth in new clients.
  A remarkable 38% increase in ACP.
• Completed 18% more reviews for Commercial client retention.

Personal Insurance Consultant Restructure:

• During a restructure, provided strong leadership and support to the team through challenging times that resulted in two redundancies. As a professional ensured the process was handled amicably for those affected.

March 2009 - April 2011

Role Description:

Managing a diverse portfolio of claims, ensuring end-to-end management and successful settlements.

June 2005 - March 2009

Role Description:

Proficiently assess loan applications, guiding them through the approval or declination process.