Director - Claims Optimization, RSA
Sarah has spent all of her Insurance career so far in Claims, starting in a Home and Auto Contact Centre at RBC insurance in 2007. Since then she had the opportunity to manage and lead both Property and Auto Claims Teams as-well as a large National Subrogation Team. In addition to people management, she spent the last few years investing a lot of time and focus on transformation and innovation within the Claims Operations – which is her passion. She worked on project teams focused on process development through LEAN as-well as data driven decision making around performance management and segmentation. She is currently the Director of a Claims Optimization team where her team drives innovative thinking through data analytics, gap analysis and market trends. Her team is responsible for driving out test and learn pilots partnering with key vendors in the market testing new ways of doing things through technology and automation while transforming target operating models finding the most efficient and effective way of operating, while delivering a best in class service to our customers. She strives to always find a better way of doing things, questioning the art of the possible and never getting too comfortable with the status quo, it’s challenging and rewarding and an exciting place to be in the industry currently.