Hayley-Jane Gribble

Experience

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  NZI

  Jan 2000 - Sept 2003

  • Outbound Sales Consultant

    Jan 2002 - Sept 2003

  • Customer Services Representative

    Jan 2000 - Jan 2002
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  State Insurance

  Sept 2003 - May 2014

  Responsible for managing various projects throughout the Direct Insurance department of IAG NZ focused on delivering policy growth and business improvement initiatives. In this project role, my focus was to drive continual business process improvement and to provide operational expertise across a number of internal change programmes, in order to identify opportunities and deliver growth initiatives.Highlights: - Promoting a growth ethos and culture internally thoughout IAG - The initiation, development and delivery of 11 initiatives - Reduced the loss of items and increased sales growth in 2 portfolios Show less In this role I managed the Call, System and Underwriting Quality compliance of 4 of IAG New Zealands brands. Additionally I led the workforce management and call centre performance team supporting 10 of IAG's external brands. In total 3 direct and 24 non direct staff are located in both Auckland and Wellington. The Quality aspect of my role was focused particularly on testing competence and supervision of advisers; processes for ensuring suitability of advice; and compliance assurance to ensure IAG meets group compliance requirements and expectationsHighlights - In June 2013 both my direct report managers were nominated as top 2 finalists in two categories of our internal National Awards programmes for their services to the business and their specialist support. • Creating a ‘Telephony Specialist’ role in 2011• Completing a discovery investigation and business case to automate contact centre operations and improve the customer experience resulting in a solution expected to be implemented by 2014, set to save $12 million in operating costs over 5 years • Reviewed one brands particular structure and managed a project to “do more with less” reducing the team head count while increasing compliance audits. Show less Led department responsible for Commercial Insurance of customers of NZ’s 5 largest banks including ASB, BNZ, ANZ, Westpac and PSIS. We also wrote all Commercial business for AMI Insurance. Managed 24 direct reports while leading 2 sales teams and 1 business support team. Maintained a direct relationship with management of 5 banks in NZ.Highlights include: • I proposed a re-structure which reduced the team by 2 FTE, increased engagement, increased service levels (30% to 80%) and staff turnover (70% to 0%) within 12 months. • This also involved creating 2 new positions in our Corporate Partnerships division, now used across the company, • A finalist in IAG ‘Achieving’ Attitude award for my Innovation and Improvement Show less

  • Contact Centre Sales Manager - Personal Sales

    Jan 2014 - May 2014

  • Direct Insurance Growth Manager - Project secondment

    Jul 2013 - Dec 2013

  • Quality and Performance Manager, IAG Insurance

    Aug 2010 - Jul 2013

  • Mobile Claims Operations Manager

    Feb 2011 - May 2011

  • Corporate Partners Commercial Manager

    Sept 2007 - Aug 2010

  • Corporate Partners Account Executive

    Aug 2006 - Sept 2007

  • Corporate Partners Team Leader

    Jan 2006 - Aug 2006

  • Underwriting Technician

    Mar 2005 - Jan 2006

  • Commercial Sales Advisor

    Sept 2003 - Mar 2005
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  Appco Group

  Oct 2014 - Feb 2015

  Responsible for reviewing value chain process to ensure maximum efficiency. Leader of Campaign Administrators, Events, Territory, Stock and Customer Service Management team. A key outcome of this role will be to streamline procedures whilst maintaining a high standard of service both internally and externally. My responsibilities included being accountable for the management of relationships with internal and external clients while driving successful campaign results. My priority was to support and build relationships with marketing company owners, to provide product knowledge, literature, information flows and all necessary tools to effectively and successfully carry out client campaigns for a number of Australian Charity & Not for Profit clients.

  • Operations Manager

    Nov 2014 - Feb 2015

  • Senior Client Account Manager

    Oct 2014 - Nov 2014
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  World Nomads Group

  Mar 2015 - Mar 2017

  Contact Center Manager

  For 2 years I managed the Customer Service Centre for WNG supporting 4 direct brands and 5 B2B accounts serving customers all over the world. Through a number of improvement projects, we sold more policies, lost less staff and listened to the customer more than we ever had before. Highlights of the role:• 2016 Awarded ‘Trailblazer of the Year’ at the Annual nib Acheivement Awards for demonstration of WNG’s values, leadership and results • 2016 Awarded Auscontact Association Contact Centre of the Year award in the NSW/ACT state finals & 1 of 4 National finalists• 2016 Awarded ‘All Star’ in WNG’s monthly award programme for being an everyday hero • Reduction in external turnover from 70% to 20% within 11 months • Increasing centre sales conversion by 30% for the largest online AU Travel Insurance brand • Reduced customer errors from 20% per month to < 7% within 10 months • Project Managed the implementation of ‘Chat’ functionality within 9 weeks• Increased staff engagement from 64% to 85% in 12 months • Managed the implementation of a new telephony system & centre relocation Show less

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  Nib health funds

  May 2017 - Jan 2024

  Customer Experience Manager - International Visitors
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  Newcastle Insurance Group

  Apr 2019 - now

  Director
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  Buildcert.

  Nov 2023 - now

  Client Success Manager

  Managing the Reception, Business Development, Client Experience and Administration functions across both the Residential and Commercial portfolio throughout New South Wales, I hope to bring my knowledge of supply chain improvements and lean management principals to the construction industry.