HEMA NAIR
Swanson
Summary
Experienced insurance leader with 20+years driving digital transformation and operational excellence across claims and underwriting. Proven track record in leading high-performance teams, embedding digital-first solutions, and delivering measurable business impact. Globally experienced in enterprise-wide transformation, talent development and fostering a customer-centric, high-performance culture.
Overview
3
3
years of professional experience
Work History
General Manager, Motor Claims
TOWER INSURANCE - NEW ZEALAND AND PACIFIC
02.2023 - Current
- Company Overview: A leading New Zealand and Pacific insurer, driving digital innovation to optimize customer experience and claims processing
- Head of Claims - Customer Channel & Business Owner for Claims Digital Program, Feb 2023 – Nov 2023
- Operational Transformation: Spearheads the strategic overhaul of claims operations across New Zealand & the Pacific, decreasing open claims from 15,000 to 8,000 in one year, improving resolution times and cost efficiency
- Digital Innovation: Runs the #1 Digital Insurer initiative in NZ by implementing AI-driven claims assessments and automation, reducing manual processes and increasing first-touch resolution rates
- Customer Experience: Improved Net Promoter Score (NPS) from negative to +23 in FY24 and reduced complaints from 100+ to under 50 through enhanced service delivery
- Process Optimization: Launched Digital Lodgment & Self-Service Claims Portals, cutting resolution times and improving customer satisfaction, automating claims allocation, eliminating manual spreadsheets, and achieving 2 FTE savings
- Leadership & Strategy: Managed board and senior leadership reporting, driving data-driven decisions on claims performance and operational strategy
- Leadership & Operations: Led a high-performing claims team of eight direct managers and 200+ indirect reports (onshore & offshore), ensuring seamless claims operations across multiple regions
- Performance & Recognition: Recognized as a top talent for executive leadership and received an ‘Exceeds’ performance rating in 3 out of 4 years
- Process Optimization: Improved operational efficiency by reducing claims leakage by 5-8%, cutting repair cycle times by 10%, and enhancing claims accuracy by 15% through real-time audits
- Supplier & Partner Management: Transformed supplier and repairer relationships with performance-based agreements, enhancing service quality and cost control
- Led quarterly executive-level partner meetings, strengthening corporate relationships
- Strategic Initiatives: Oversaw motor claims operations across New Zealand, ensuring SLA compliance, resolving escalations, and contributing to customer satisfaction across direct and intermediated channels
Executive Manager - Consumer Sales and Service
SUNCORP
01.2022 - 09.2022
- Company Overview: Suncorp is a leading financial services group providing insurance and banking solutions across Australia and New Zealand
- Sales & Service Leadership: Directed nationwide consumer sales distribution for direct and intermediated customers, overseeing revenue growth, service excellence and operational efficiencies across multiple channels
- Operational Efficiency: Established the Service Uplift program, minimising email backlog from 1,000+ to 400 and boosting productivity from 45% to 75% in 6 months
- Created and managed the Suncorp Underwriting Academy, doubling licensing compliance from 40% to 80% in one year
- Strategic Partnerships: Managed escalations and service delivery for ANZ, AMP and SNZ’s top 10 broker and corporate partners, reducing complaint resolution time
- Crisis & Workforce Management: Led Suncorp NZ’s largest team (8 direct reports, 100–115 onshore, 20 offshore) through COVID-19 challenges, ensuring business continuity, high engagement (score: 8.5), and sustained productivity
- Orchestrated the cross-border collaboration with Suncorp Australia to deploy additional resources during the Auckland floods for swift response and continuity in claims processing
- Coordinated cross-border collaboration with Suncorp Australia to deploy resources during the Auckland floods, ensuring swift claims processing and operational continuity
- Training & Development: Designed a world-class onboarding program with Immersive Digital Learning Solutions, reducing new hire ramp-up time and improving workforce readiness
- Manager – Underwriting Operations & Support, Jul 2019 – Jan 2022
- Capability Development: Built and launched the Suncorp Underwriting Academy, increasing underwriting license levels from 40% to 80% in 12 months, significantly enhancing operational capability and risk assessment
- Leadership: Served as 2IC to the Executive Manager, Consumer Sales & Service, providing strategic oversight and ensuring seamless operational execution
- Operational Efficiency: Partnered with the customer remediation team, transforming exception reports into actionable sales and service improvements, strengthening risk mitigation and regulatory adherence
Education
Bachelor of Commerce - Financial Accounting
University of Mumbai
01.1997
Certificate - Digital Insurance
TDI Academy
01.2024
Skills
- Enterprise-Wide Operational Leadership
- Digital Transformation & Innovation
- Customer Strategy & Experience
- Portfolio Management
- Leadership & People Management
- AI-Driven Automation Initiatives
- Stakeholder Engagement
- Board Reporting
- Process Optimisation
- Employee Engagement
- Microsoft Office (Word, Excel, PowerPoint, Outlook)
Language Proficiency
English (Fluent)
Hindi (Fluent)
Tamil (Fluent)
Malayalam (Fluent)
Accomplishments
- Led claims automation initiatives, reducing processing time by 30% and enhancing operational efficiency.
- Decreased open claims volume from 15,000 to 8,000, significantly improving customer resolution times and cost efficiency.
- Designed and launched a corporate Underwriting Academy, doubling licensing compliance from 40% to 80% in one year.
- Improved Net Promoter Score (NPS) from negative to +23 in one year by improving service delivery and customer experience.
- Received multiple industry awards for leadership excellence, innovation and service transformation, including the Annual Award (AA Insurance, 2008), Quarterly Icon Award (NZI) and Cadet Management Program recognition.
- Secured second place in the Humorous Speech Contest for two consecutive years at the SOV SPEAK TM Club.
Affiliations
- Steering Committee Member
- Claims Transformation Program, Tower Insurance
- Women in Leadership, Tower
- Mentor & Leadership Coach
- Women in Leadership, Tower Insurance
- Strategic Partnership Lead
- Broker Partnerships & Performance Governance Meetings, Suncorp
Timeline
General Manager, Motor Claims
TOWER INSURANCE - NEW ZEALAND AND PACIFIC
02.2023 - Current
Executive Manager - Consumer Sales and Service
SUNCORP
01.2022 - 09.2022
Certificate - Digital Insurance
TDI Academy
Bachelor of Commerce - Financial Accounting
University of Mumbai
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