1. Management Achievements
Role: Head of Insurance Delivery
Organisation: The Accident Compensation Corporation
• The implementation of a new frontline business model, resulting in the re-organisation of four units
• The creation of new customer service strategies, resulting in improved quality and service standards
• The design and delivery of new staff capabilities and capacity levels across four technical functions
• Strong incremental growth in staff Gallup engagement (growth from 2.97:1, 3.45:1, 4.38:1)
• Nationwide customer satisfaction rates lifted to 80%+ ratings, across all four technical functions
• 1000+ business employer seminars reaching 36,000 attendees, achieving 90% satisfaction
• Strong focus on improving service initiatives resulting in operational savings of 12%+