Wayne Henderson, MS, CPCU

Experience

• 

  Nationwide

  Sept 2009 - now

  Duties include:Leading activities relating to claims business transformation through the strategic application of people, processes, and technology. Managing groups who participate in strategic planning for the claims business function by identifying complexities, dependencies, and redundancies in the business model.Managing the training of customers on claims business, technological, and societal trends to support strategies for improving business performance with particular emphasis on emerging business practices, technologies, and methodologies that are applicable to the insurance and financial services industry.Responsible for the development, implementation and distribution of strategic solutions and methodologies for the claims business function. Leading and/or assisting with the development of compelling business cases, including gaining senior management buy-in, to accomplish business objectives. Identifies, assesses and mitigates business risks associated with the current operating model and/or desired target state operating models.Current project work involves the transformation for all claims functions from various internally designed Legacy environments to the internet based ClaimCenter program designed by GuideWire. Current ClaimCenter project work is within the Agile software development model involving collaboration between self-organizing, cross-functional teams. Show less I currently manage a team of commercial property claims adjusters responsible for handling claims anywhere in the Eastern region of the United States.Job responsibilities include:1. Plans and executes all time schedules necessary to promptly and effectively apply best claims practices to conclude all assigned cases in accordance with company guidelines. Adheres to high standards of professional conduct while providing the delivery of superior claims service.2. Maintain current knowledge of: all insurance lines; court decisions which may impact the claims function; current guidelines in the claims function; and policy changes and modifications. Required to attend various seminars and training sessions.3. Drives technical excellence, manages productivity, conducts open file reviews, reinforces corporate communications, enforces compliance issues, identifies and resolves ethical dilemmas, manages general personnel issues. Develops via coaching/skills building career guidance/professional development counseling, training on technical skills and counsel on improvement opportunities. Evaluate via performance management process. Show less Job Responsibilities: 1. Conducted all levels of technical or interaction skills training including basic through advanced level associates. Scheduled training courses and enrolled associates. Served as a back-up to other instructors for programs which are not normal responsibility. 2. Provided on-going evaluation of existing and planned training programs by providing analysis, validation and impact against outlined objectives. Designed and evaluated tools and measurement methods, determined ROI and Performance Improvement metrics. 3. Modified course content, presentation methods, utilization, based upon course evaluations and expertise. Assisted in the development of new training programs, courses and materials based on identified training needs and performance gaps. Show less

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