Insurance Business Australia Young Guns 2021

SPECIAL REPORT

GUNS 2021 Insurance Business salutes 41 young men and women who are delivering stellar results, leading by example, and going above and beyond for clients and colleagues alike

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Feature article .............................................. 2 Methodology ................................................ 2 Young Guns 2021 ......................................... 5 Profiles .......................................................... 7

SPECIAL REPORT BUSINESS STRATEGY

YOUNG GUNS 2021

THE FUTURE IS BRIGHT IF THE 2021 Insurance Business Young Guns are anything to go by, the insurance sector is in great hands. These 41 rising superstars – all age 35 and younger – were nominated by their colleagues, managers and mentors for demonstrating excellence in the field.

The many detailed submissions IB received made it clear that these young practitioners are not simply consummate professionals with impeccable technical expertise. They go above and beyond in every sense. In an increasingly complex and competitive sector, they have managed to lead, innovate, mentor their colleagues, build relationships, develop

Another common denominator for these stellar performers is what one nomination described as “bringing an inquiring mind to every claim” and leaving no stone unturned in finding a solution.

And when the market or circumstances get tough, the Young Guns’ resolve gets tougher. Take, for example, Ben JohnstonBradford, underwriter/responsible manager at Specialist Underwriting Agencies (SUA).

“In a market that is currently seeing a contraction in capacity for statutory liability, Ben is working overtime to fill the void left by other insurers,” read his nomination.

Common to all of our winners is a dedication to education and professional development – not just their own, but also that of their colleagues professionally, place their clients’ needs front and centre, contribute to the wider industry and give back to the community.

On the whole, this year’s Young Guns possess many ‘soft’ skills that have translated into rock-solid performance: great communication, emotional intelligence and the ability to walk in the client’s shoes. Together, these allow for the management of complex claims and the building of strong, collaborative relationships with clients and colleagues.

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“Ben has overseen continuous year-on-year growth in his own portfolio, as well as the overall product portfolio for SUA.” John Deane, national operations manager for self-insurance at Gallagher Bassett, likewise showed excellent leadership in challenging times. “With the COVID-19 pandemic severely restricting service delivery to the Northern Territory, especially to remote and indigenous populations, John led his team to adapt and innovate the service delivery,”

METHODOLOGY In February, Insurance Business invited professionals from across the Australian insurance sector to nominate their most exceptional young talent for the annual Young Guns list.

Nominees had to be age 35 or under (as of 31 March 2021) and working in a role that related to, interacted with or impacted the general insurance industry. Nominees must have committed to a career in insurance with a clear passion for the industry.

Nominees were asked about their current role, key achievements, career goals and contribution to the shaping of the industry. Recommendations from managers and senior industry professionals were also considered.

The Insurance Business team reviewed all nominations, narrowing the list down to 41 of the sector’s most outstanding young professionals.

9th year of Insurance Business’ Young Guns list

41% of this year’s Young Guns are women

44% of this year’s Young Guns are 30 or under

FROM THE SPONSOR Blake Oliver Consulting is incredibly proud to support the 2021 Young Guns. Our business is built on working with exceptional talent, and as such, we place great value on supporting young Daniel Marsh Managing director talent in the insurance industry. The insurance – executive sector is bigger than ever and full of exceptional headhunter talent. Not only does the industry offer a diverse Blake Oliver Consulting and rewarding career path, it also enables elite individuals to develop and progress.

The Young Guns recognised in this report have been nominated by industry professionals and acknowledged for their

says a colleague. “Despite the decreased access to traditional services, this enabled the delivery of improved year-on-year return-towork outcomes.”

Learning and leading As well as resilience and adaptability, common to all of our winners is a dedication to education and professional development – not just their own, but also that of their colleagues.

Ellie McGrory, a lawyer at Hall & Wilcox, is just one example. “In addition to her

outstanding skills and excellent performance, and have demonstrated the best qualities of the industry. It takes commitment, dedication and focused determination to be recognised by your peers, and these individuals thrive on delighting their customers with the highest service standards.

It gives me great pleasure to celebrate the success of the Young Guns in 2021 and to recognise their hard work and professionalism. Congratulations to all the nominees!

insurance practice, Ellie assists her supervising partners by supervising and settling work prepared by paralegals, law graduates and junior lawyers,” her nomination read.

“Ellie is currently mentoring two law graduates, assisting them in goal-setting, career development and adjusting to life in the law after completing university studies. Ellie also mentors young lawyers before their first court appearances.”

Mentoring is a key activity for all of this year’s Young Guns, who regularly volunteer

THE 2021 YOUNG GUNS BY GENDER

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MEN

WOMEN

their time to coach and nurture less experienced team members. Many see mentoring as not only a necessary investment in the future of the business, but also a pivotal step in their own leadership development.

Ellen Li, a technical services officer in QBE’s NSW liability claims team, has participated in numerous business improvement projects within the company. As well as managing a portfolio of complex claims and being the first point of contact for her team for technical advice, Li uses her legal background and technical claims experience to coach colleagues. “With a passion for developing her team members, she has championed a project to create practical training material that will assist new starters and junior team members with learning about various aspects of liability claims,” Li’s colleague says.

A thirst for knowledge and self-improvement is another hallmark of this year’s Young Guns. Doris Mihajlovic, junior shorttail claims adjuster at Berkley Insurance Australia (BIA), typifies a learning model that combines formal qualifications with seeking out mentors within an organisation. “While at BIA, I have worked diligently to educate myself on top of my university degree,” Mihajlovic says. “I believe my university training enables me to optimise

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SPECIAL REPORT BUSINESS STRATEGY

YOUNG GUNS 2021

constantly improve and move the industry forward, was seen across this year’s Young Guns, who are challenging current thinking and pushing for innovations in process and practice.

THE 2021 YOUNG GUNS BY AGE

25 and under

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Clients come first

30 and under

35 and under

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The strong client focus was evidenced in Young Guns who went not just the extra mile, but several thousand if need be, upping sticks across country to gain experience outcomes through problem-solving and critical thinking. I shadow my senior colleagues, should one of my claims have complex legal issues, and have attended a few mediations and informal settlement conferences.”

As well as helping to cultivate the next generation of insurance professionals, our winners are forward-thinking and proactive, providing thought leadership at a time of great change and uncertainty. Rising stars like Clancy O’Donovan, senior associate at DLA Piper, have “one eye on the current landscape and another on future and emerging issues,” says a colleague. “Clancy is building his career as both a future leader in DLA Piper’s insur-

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ance practice and as a trusted adviser to other industry leaders. In November 2019, Clancy jointly wrote the annual AILA Geoff Masel Lecture, ‘Insurance: Facing a Change of Era’, with Michael Gill. The well-received lecture discussed a range of challenges facing the insurance industry, including the conflict between shareholders and customers; the impact of developments in artificial intelligence and the ‘information age’ on insurers and consumers alike; and whether the future of insurance, and its value, lies in it being a purely commercial contract or rather a social promise.”

This drive to anticipate change, to

A strong client focus was evidenced in Young Guns who went not just the extra mile, but several thousand if need be, upping sticks across country to gain experience and expand their learning.

Jeff Williams, senior technical claims lead at Gallagher, was described by a colleague as “one of the best client advocates around – he will go out of his way to ensure the client gets the best possible result on their claim, and he does this by working with adjusters, insurers and anyone else involved in the claims process.

He puts himself in the client’s shoes; he will hold their hand through what can be a very difficult and at times complex claims process.”

Jonathan Yogarajah, corporate accounts manager at Gow-Gates Group, garnered this praise from his colleague: “Jonathan’s thirst for knowledge and self-improvement has underpinned his success in being recognised as an industry leader who is not only seen as an exceptional insurance broker but a true extension of his clients’ business. His enthusiasm towards protecting assets, people and livelihoods can only be described as forming part of his DNA.” This year’s Young Guns are also pushing for the betterment of the wider industry.

The winners include 17 inspirational female role models who are active and vocal in their support for women in the industry, regularly attending forums like IB’s Women in Insurance Summit and striving to open up opportunities for women in the workplace.

The professional expertise and technical prowess of this line-up goes without saying.

What makes them Young Guns is that they are stellar all-rounders: always learning, teaching, innovating, giving back and helping the industry to evolve.

Alex Stefan Technical claims manager CHU Underwriting Agencies

Jade Lyons Director JL Insurance Brokers

Phone: 1300 289 248 Email: info@chu.com.au Website: chu.com.au

Phone: 0407 461 736 Email: jade.lyons@jlib.com.au

Ben Noakes Client relationship manager Insurance House Blackburn

Kirsty Dowell Office/administration/ compliance manager Stellar Insurance Brokers

Phone: 03 8841 3300 Email: ben.noakes@ihgroup.com.au Website: ihgroup.com.au

Phone: 1300 270 280 Email: admin@stellarinsurance.com.au Website: stellarinsurance.com.au

Phone: 08 9228 2800 Email: enquiries@iibs.com.au Website: iibs.com.au

John Deane National operations manager – self-insurance/GB Assist Gallagher Bassett

Nick Daffy Branch manager McLardy McShane

Douglas Strong Director Shielded Insurance Brokers Phone: 0449 636 864 Email: doug@shieldedinsurance.com.au Website: shieldedinsurance.com.au Aimee Williams Commercial broking manager Austbrokers Coast to Coast Belén Dalvit Relationship manager Bell Partners Insurance Ben Johnston-Bradford Underwriter/responsible manager Specialist Underwriting Agencies

Tiffany Sangster Operations manager FreightSafe INSURANCE BROKERS

John DePeters Head of middle market and small commercial division, Asia-Pacific Chubb Jonathan Yogarajah Corporate account manager Gow-Gates Group Joshua Hawkins Account manager Brookvale Insurance Brokers

Ben Richardson NSW product lead – financial lines QBE Insurance

Laith Parissi Account executive Gallagher

Benjamin Lee Risk analyst, Australasia AIG Australia

Luke Davidson Performance, technical and complaints manager Mapfre Insurance Services Australia

Clancy O’Donovan Senior associate DLA Piper Australia Doris Mihajlovic Junior short-tail claims adjuster Berkley Insurance Australia Ellie McGrory Lawyer Hall & Wilcox Harleen Bhasin Business relationship manager QBE Insurance Jeff Williams Senior technical claims lead Gallagher Jeshri Lulla Commercial portfolio analyst DUAL Australia

Marian Parzakonis Branch services manager Chubb Martin Maguire Head of operations, Australia and New Zealand Claim Central Consolidated Megan Duckworth Co-founder and head of underwriting Mitti Insurance Michael Pham Client manager Aon Michelle De Cruz Assistant underwriter, financial lines Agile Underwriting Services

Phone: 1300 733 033 Email: tiffany@freightsafe.com.au Website: freightsafe.com.au Tryan Christos Managing director Interlink Insurance Brokers

Nicole Pallavicini Managing principal, cyber Marsh Patrick Selle Authorised representative Arcuri & Associates Peter Syme Account broker Dynamic Insurance Brokers Raymond Loh Senior claims specialist AXA XL Rebecca Bowman Senior claims specialist, global lines – specialty AXA XL Sarah Ellis Portfolio manager – Northern Territory QBE Insurance Taela Bloemers Sales manager Austbrokers Coast to Coast Tate Harris Partner allinsure Taylor Burstow Insurance broker/account manager Willis Towers Watson Timothy Trandafilu Client manager Aon Tom O’Hara Manager – forensic advisory services division Sedgwick

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"The ones who are crazy enough to think they can change the industry, are the ones who do."

Great opportunities don’t just happen by sheer luck.

New jobs, great business ideas and the right people – you have to develop habits to attract them to the right place, at the right time.

WWW.BLAKEOLIVER.COM,AU

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DOUGLAS STRONG Director of Operations Shielded Insurance Brokers

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s part of Shielded Insurance Brokers’ three-directorship team, Douglas Strong has oversight of the day-to-day operations and the process-building side of the fastgrowing business.

Strong “has been with the business from day one and has grown quickly in a fastpaced environment,” says Stuart Brady, managing director at Shielded. “He has played an important role in identifying areas for improvement and changes required to ensure continued growth, whilst maintaining the highest level of service and value to our clients.”

Over the past year, Strong’s capable leadership has helped Shielded grow its workforce by 30%, open a new Gold Coast office and implement technology-driven processes to facilitate easier workflows for the team. He also led Shielded to be named a Top Brokerage

by Insurance Business in 2019 and 2020.

Strong says being named an IB Young Gun gives him “that extra push to keep going” as he continues to guide Shielded Insurance Brokers to become a recognised and trusted brand within the industry.

“I’m surrounded by a team with big ideas and a passion for what we do,” he says, “so there’s no doubt we’re in this industry for the long haul and here to innovate the industry for all insurance brokers.”

BEN NOAKES Client Relationship Manager Insurance House Blackburn

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en Noakes is a highly regarded aviation insurance specialist who has extensive knowledge of many classes of general insurance and a passion for aviation insurance that is only exceeded by his passion for flying.

Based in Melbourne, Noakes is responsible for a broad general insurance portfolio, including aviation, and for developing important relationships with both underwriters and clients to grow the aviation portfolio at Insurance House Group (IHG). Noakes assisted in developing the company’s online aviation insurance product for RA-Ausregistered aircraft, as well as the ongoing development to a full renewal life cycle. He has also been involved in many aviation discussion groups and regularly attends aviation events around Australia.

Noakes has a double degree in business and aviation management from Swinburne University of Technology and a Tier 1 Insurance Broking qualification. He is currently working towards his QPIB and Diploma of Insurance Broking.

Robert Viney, manager of IHG’s Blackburn and Adelaide branches, describes Noakes as “a young man of great integrity. He listens and learns and quite frankly leads the way for the office in IT understanding and assistance. He demonstrates true leadership qualities.

He is kind, considerate and always willing to lend a hand. [He is] a no-fuss, patient, considerate individual – albeit he must hear ‘Hey, Ben’ 30 times a day from colleagues in the office who need assistance.”

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SPECIAL REPORT BUSINESS STRATEGY

YOUNG GUNS 2021

JADE LYONS

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Director JL INSURANCE BROKERS

fantastic female figure for the industry” is how a peer describes Jade Lyons – and she has certainly forged an exemplary path for women to follow. After spending 26 months working as an authorised representative under Oracle Group Insurance Brokers, Lyons is excited to be launching her own brokerage, JL Insurance Brokers.

Lyons entered the industry straight out of high school, working as a receptionist for Elders Insurance. From there, she moved into a support role, but it wasn’t long before she realised her ambitions lay in broking. She credits “the guidance of a number of colleagues, insurance advocates and amazing mentors” for helping her rise to senior broker. “That provided the platform to begin constructing the foundation of my book of clients and the journey to becoming an authorised representative.”

It’s been Lyons’ mission to help others, especially women. “I believe in empowering women, highlighting their strengths, and providing opportunities for them to

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grow and reach their goals,” she says.

“Being a mother to a 5-year-old daughter, I have seen the challenges in running a successful insurance broking business while balancing the role of motherhood.”

With a burgeoning workload, Lyons seized the chance to hire a former colleague as her assistant, and her team grew from there. “Collaborative teamwork was always something I had envisioned for my future in insurance,” she says. “Due to the amount of business generated from referrals, I was soon searching for additional employees.

A main area of focus was providing them with training. Seeing others succeed and grow professionally is such a wonderful thing to witness.”

Inspired by her businessman father, Lyons had her sights on the corporate world early on. While insurance wasn’t yet on her radar, it turned out to be a great fit.

“The skills required in insurance include problem-solving and helping people, both of which I embody naturally,” she says.

“Creating positive working relationships has

allowed me to network with fellow brokers and gain insight and knowledge to develop my insurance ability. I also enjoy the challenges insurance broking provides and educating my clients around my particular areas of expertise. The positive feedback from clients is also something I love.”

Starting your own brokerage is no mean feat, especially after a year like 2020, and Lyons is justifiably proud. It’s a huge personal achievement – and also an important signpost for others.

“Opening up our first office in West Perth was such an exciting time; I’m so glad I had the confidence and perseverance to back myself and take the risk,” she says. “In order to facilitate professional growth for females in insurance, it is important we see strong females in leadership roles. My goal is to become a mentor to people wanting to enter the insurance industry. Additionally, I would like to continue to promote worklife balance for like-minded women and to create opportunities and development for my team.”

ALEX STEFAN

KIRSTY DOWELL

Technical Claims Manager

Office/Administration/Compliance Manager

CHU Underwriting Agencies

Stellar Insurance Brokers

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lex Stefan is an evolving leader who is well regarded by colleagues for her technical proficiency, can-do attitude and strict work ethic. Upon joining CHU in January 2018, Stefan established a specialised major loss team, providing training to upskill staff and implementing processes to ensure the management of claims and subsequent cost reduction. Her efforts resulted in a 10% reduction in the average cost of major loss claims and a 3% drop in loss ratio nationally, which consequently reduced the cost of premiums for CHU customers.

Stefan has also created a referral process for recoveries, established a national specialised building and loss adjuster panel for major losses, implemented a cash settlement procedure, drafted and implemented a national claims procedure manual for the entire CHU claims function, and piloted a recycling program with Handel Waste Management as part of CHU’s sustainability strategy. Her many responsibilities include managing the QBE internal audit for CHU claims nationally and completing the Builders Panel Review for claims.

Looking forward, Stefan is working toward her goal of joining CHU’s senior leadership team by attending extended leadership meetings and contributing to CHU’s environment and sustainability endeavours. In the near future, she hopes to establish and manage a ‘green team’ that will help CHU implement environmentally conscious solutions.

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n integral part of Stellar Insurance Brokers, Kirsty Dowell’s leadership and capabilities recently earned her a promotion to director after more than a decade with the Brisbanebased brokerage. Dowell joined Stellar in 2007 in an administration support role; since then, she has continually advanced her knowledge of the insurance industry and assumed roles with increasing responsibility.

Over the past 12 months, Dowell has essentially taken over the day-to-day leadership of the business, including leading the sales and administration teams, training and mentoring staff, ensuring compliance with HR and WH&S requirements, and managing and maintaining Stellar’s website and social media presence.

Outside the office, Dowell mentors junior aspiring leaders as part of the Future Leaders Program with the Council of Queensland Insurance Brokers (CQIB). She also played an integral role in designing, writing and rolling out the 2021 Future Leaders Program. Her insurance knowledge and outstanding contributions to the organisation led her to win the 2021 CQIB Peter McCarthy Memorial Award for Young Insurance Professional of the Year.

Dowell says being named an IB Young Gun is a “recognition and acknowledgement of all the hard work and dedication” she has contributed to the business and the industry. “It reinforces my commitment to this wonderful profession, which I have become deeply passionate about.”

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YOUNG GUNS 2021 TRYAN CHRISTOS Managing Director Interlink Insurance Brokers

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ryan Christos joined Interlink Insurance Brokers in 2007, becoming the fourth generation of his family to work in the insurance industry. He steadily rose up the ranks to assume the managing director role in September 2019. Now all senior divisional and operational personnel report directly to him, and he oversees all aspects of broking, claims, sales, marketing, injury and risk management, accounting, and compliance to ensure the company achieves its mission and goals.

Christos led his team through various challenges over the past year, including shifting the entire business to a remote work platform during the COVID-19 pandemic. He has also created new self-funding risk and injury management divisions, which not only provided Interlink with an additional income stream, but have also had a significant impact on the overall service offering to clients. His efforts netted him recognition as NIBA’s Young Professional Broker of the Year for Western Australia in October 2020.

“As broking operations manager, I work closely with Tryan and have seen the positive impact his leadership has had on the business since he assumed the MD role,” says Ian O’Sullivan, broking operations manager at Interlink. “The relationship he has with both the older and younger people within the business is excellent … [He is] both a respected and popular leader.”

TIFFANY SANGSTER Operations Manager FreightSafe

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ince joining FreightSafe as a casual employee five years ago, Tiffany Sangster has risen to operations manager, tasked with leading a team of 35 people, defining and implementing technology spend, and overseeing the management of claims. She joined FreightSafe in 2016 in a senior claims manager role and was promoted to her current role as operations manager a couple of years later.

FreightSafe CEO Jonathan Bass says Sangster’s growth over the past 12 months has been nothing short of sensational. She transformed the company’s entire operation into a digital-first paperless environment, facilitating the management of close to 50,000 claims without using a single piece of paper.

“Within five years, Tiffany has grown from a claims administrator to one of the most senior employees in our business through a passion to learn, a razor focus on detailed compliance and driving technology through the business,” Bass says. “As a result, FreightSafe is today the largest claims manager to the transport industry, managing tens of thousands of claims each year, with Tiffany’s significant efforts leading our strategy and delivery.”

Sangster will soon take on a new challenge as FreightSafe’s COO. She is being directly mentored by Bass and is currently undertaking significant study through ANZIIF to further her insurance career.

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