Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Affiliations
References
Timeline
Generic

Melanie Harding

Auckland

Summary

Accomplished Operations leader with progressive industry background and decisive leadership style. Offers strategic planning abilities, background in problem solving and collaborative and solutions focused mindset. Ready for challenges and focused on meeting future demands.

Overview

30
30
years of professional experience
1
1
Certification

Work History

Chief Operating Officer

Lockton Companies NZ Limited Partnership
09.2021 - 01.2023
  • Member of the Leadership team
  • Responsibility for the operational strategy for Lockton NZ as a start-up.
  • Developed operational excellence framework for Lockton NZ by implementing efficient processes and systems across broking, finance, compliance, risk management, HR, training and IT.
  • Established company reputation by building strong relationships with clients, insurer partners, and internal and external stakeholders.
  • Member of ANZ Project team and Steering Committee to implement a new technology solutions to streamline broking and finance processes, operations, automate manual tasks, and improve overall efficiency levels and client experience.
  • Implemented continuous improvement initiatives to improve efficiency, reduce costs and meet client goals and objectives.
  • Mentored colleagues, formally and informally by sharing knowledge, offering guidance, and providing constructive feedback; fostering a culture of continuous learning and development within the organization.
  • Established day-to-day operations to set up organization to ensure smooth running while meeting business goals.
  • Monthly reporting and analysis of data to identify areas of weakness and implement solutions.
  • Negotiated contracts and agreements to secure favourable terms and maximize profits.
  • Collaborated with legal, finance and other professional teams to review and maintain compliance with regulations.
  • Responsibility for complaints, risk identification and management and other key company policies

New Zealand Operations Manager

Willis Towers Watson
08.2015 - 08.2021
  • Member of the Leadership Team
  • Responsible for the claims and operational processes for Willis NZ including the Mumbai Hub support team
  • Championed a culture of operational excellence and superior client service across the business
  • Team leadership, in addition to leading process improvement and change management across the business.
  • Project management, design and coordination of tactical of action plans to execute project deliverables with key stakeholders.
  • Member of the ANZ project and steering committees to develop and implement a new broking system for clients and brokers.
  • Development and delivery of training for new legislation
  • Contribution to ANZ budget planning and management including oversight of Mumbai forecasting and monitoring to ensure KPI's are met.
  • Improved operational efficiency by streamlining processes and implementing cost-saving measures.

National Client Services Manager /Account Director

Willis Towers Watson
08.2006 - 07.2015
  • Responsible for overall exceptional client service delivery and relationships for corporate clients for all aspects of risk and insurance including claims.
  • Advanced, comprehensive knowledge of the insurance industry, with extensive background in implementation of risk transfer and risk financing programs, experience with overview of risk engineering programs, analysis of business interruption exposures, and assessment of corporate property valuations
  • Supervise and support Financial Advisors in regards to the firm's insurance business to ensure firm policies and industry regulations are adhered to
  • Build and manage relationships with Insurers and Third Party providers to ensure best outcomes for clients
  • Develop client service plans in line with client objectives and business decisions with reporting against the plan, frequently at Board level
  • Developed strong relationships with key clients leading to increased retention rates and long-term partnerships.
  • Identified potential upselling opportunities and presented tailored service offerings to existing clients, resulting in revenue growth.
  • Managed a diverse portfolio of clients across various industries, demonstrating adaptability and expertise in catering to specific needs.
  • Resolved complaints and escalated issues with professionalism, maintaining client trust and safeguarding the company's reputation.
  • Conducted regular reviews with clients to assess their satisfaction levels, gather feedback, and address any areas of concern.


Principal

Marsh
09.2003 - 07.2006
  • Client service delivery for corporate clients including the management of claims.
  • Managed diverse portfolio of clients across various industries, demonstrating adaptability and expertise in catering to specific needs.
  • Developed client service plans in line with client objectives including adjunct services to provide holistic offering to clients.


Vice President

Marsh
02.2000 - 06.2003
  • Responsibility for the negotiation and delivery of property and risk management programmes for key domestic and global clients, including claims.
  • Co-ordinating the global network to provide integrated services to clients in order to access the best insurance solutions and coverage worldwide.
  • Managing a team responsible for overall service delivery to clients.
  • Key stakeholder and insurer relationship management to ensure optimum client outcomes.


Insurance Officer

Marsh
09.1996 - 02.2000
  • Servicing and underwriting of international captive accounts with particular responsibility for French clients.
  • Implementation and development of captive programmes and solutions.
  • Company representation at Board level.

Account Executive

SINSER (Ireland) Limited
08.1994 - 09.1996
  • Captive account management including responsibility for producing monthly financial accounts.


Graduate Trainee

Eagle Star
09.1992 - 08.1994
  • Responsibility for manual actuarial calculations for life and investment policies.

Education

Executive Ready Programme

Women & Leadership Australia
Australia
11.2020

Operational Development Programme

Institute of Leadership Management
London, UK
01.2017

Bachelor of Arts - European Studies

University of Limerick
Limerick, Ireland
09.1992

Skills

  • Exceptional client & stakeholder management
  • Planning and Execution
  • Compliance Management
  • Operations Oversight

Accomplishments

Elite Woman in Insurance Recipient - 2022 & 2023

Willis Towers Watson Client Advocacy Award - 2012

Marsh NY - Excellence Award Recipient - 2003

Certification

Chartered Insurance Broker (CIB) - IBANZ


Languages

French
Professional Working

Affiliations

  • Charity & Community - Member of the Corporate, Social & Responsibility Group Lockton NZ
  • Running, have done 4 half marathons and other running events.
  • Football, I have 3 football mad boys and can be found on the sidelines every weekend during Winter.

References

References available upon request.

Timeline

Chief Operating Officer

Lockton Companies NZ Limited Partnership
09.2021 - 01.2023

New Zealand Operations Manager

Willis Towers Watson
08.2015 - 08.2021

National Client Services Manager /Account Director

Willis Towers Watson
08.2006 - 07.2015

Principal

Marsh
09.2003 - 07.2006

Vice President

Marsh
02.2000 - 06.2003

Insurance Officer

Marsh
09.1996 - 02.2000

Account Executive

SINSER (Ireland) Limited
08.1994 - 09.1996

Graduate Trainee

Eagle Star
09.1992 - 08.1994

Executive Ready Programme

Women & Leadership Australia

Operational Development Programme

Institute of Leadership Management

Bachelor of Arts - European Studies

University of Limerick

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Melanie Harding