KISHA REDDISH
Brampton,ON
Summary
Experienced consultant, providing strategic guidance to enhance operational efficiency and profitability. Utilizes analytical skills and project management expertise to implement effective solutions. Track record of fostering client relationships and driving collaborative team efforts for successful project outcomes. Skilled in strategic planning and process improvement, ensuring consistent achievement of organizational goals.
Overview
18
18
years of professional experience
Work History
National Account Executive
Crawford and Company Canada Inc
08.2024 - Current
- Establish clear lines of communication between departments involved in servicing national accounts, fostering collaboration toward common goals.
- Cultivate a deep understanding of each client''s unique business challenges, offering tailored solutions in reporting to accurately track contractual obligations.
- Curate and streamline monthly KPI reviews with internal partners, sharing progress updates on account performance metrics and action plans to meet contractual obligations.
- Attend industry conferences and networking events to expand professional connections and generate leads for new business opportunities and enhance existing accounts.
Senior Business Consultant
FINEOS
03.2020 - 08.2024
- Manage multiple agile implementation and upgrade of clients' insurance claims software solution in Canada and the United States
- Champion enhancement sessions for Disability Insurance, Absence Management, Policy and Billing to ensure deliverables are brought in on time and within scope
- Maintain relationships with other global business areas to ensure prioritization in resource allocation for assigned SaaS projects
- Gather and document requirements based on business needs then translate into user stories for client and SCRUM team sign off
- Develop and configure solution for promotion into dev test environments and then promotion to UAT
- Coordinate with technical teams to translate business needs into code solution when configuration is not an option while remaining within scope
- End of sprint and new feature demos, training and education on agile methods for clients
- Participate in project activities and post implementation support to ensure accurate resolution of issues and mitigate project risks
Manage Group Claims
La Capitale Insurance
10.2017 - 02.2020
- Lead collaborative claims team to improve customer service levels and client retention
- Engage, empower and motivate team by identifying their strengths and interests then aligning them with region objectives
- Developed and implemented KPIs for region with targeted and measurable action to improve performance management
- Leveraged data and analytics to identify and mitigate gaps and risks resulting in the 1st profitable fiscal year
- Execute operating plans and functional processes that promoted collaboration with Brokers, TPAs and plan sponsors, resulting in improved client satisfaction while meeting business objectives and targets
- Successful Agile implementation of new operating system
- Develop and execute customer focused strategies/culture resulting in continuous compliance with Service Level Agreements
- Collaborate with other members of the Leadership, Actuarial, Sales and Underwriting teams to integrate processes and complementary functions to meet regional and company goals
Manager Insurance Services
Housing Services Corporation Non-Profit
12.2014 - 10.2017
- Effectively market the Tenant Insurance Program via multiple mediums as a risk management tool to a variety of stakeholders resulting in a 33% increase in the adoption rate and 20% increase in new business
- Manage the operation of HSC Property and Casualty Group Insurance and Risk Management Program for over 600 social housing providers with 47 Provincially appointed Service Managers
- Procure and oversee all insurance program vendors through RFPs
- Eliminate redundancies, standardization of processes and provide leadership to internal and external partners
- Champion collaborative relationships with Municipalities, Provincial Government Agencies and Housing Providers through networking and consistent communication to ensure engagement and compliance of legislated policies and regulations
- Collaborate with Broker partners, MGAs and Underwriters on the development and marketing of new products and services to meet the changing needs of our diverse clients
- Create and monitor annual operating budget for HSC Insurance Brokerage (subsidiary owned by HSC)
- Create and deliver progress reports to CEO, Board of Directors and numerous committees
Administration Operations Manager
Zurich Canada
03.2013 - 11.2014
- Manage all incoming claims set up and inquiries via Claims Centre from Broker Partners with staff in Toronto, Vancouver and Montreal while assuring adherence to account specific protocols
- Call centre operations management using CMS Avaya, recruiting, onboarding and training of all Claims Administrative staff in a matrix environment with budgetary and head count restrictions
- Satisfy multiple internal business partners in Canada and the United States
- Develop new and enforce existing standards/procedures and design/implement additional administrative/organizational policies and workflows which resulted in consistent compliance with audit requirements and Service Level Agreements
- Monitor Best Practice compliance through monthly and quarterly audits, communicate results and construct, implement and monitor action plans to address any deficiencies
Accident Benefits Supervisor
Crawford & Company Canada
10.2010 - 02.2013
- Co-ordinate and lead implementation legislative changes and regulatory requirements
- Recruitment, training and performance management of Accident Benefits professionals and Administrative staff
- Develop and conduct regular audits to ensure compliance with both the client's and the organization's governance, Service Level Agreements and Best Practices
- Monitor and approve Accident Benefit professionals' fees to ensure billing compliance and revenue target
Unit Manager, Claims
The Dominion of Canada
06.2007 - 10.2010
- Evaluated employee performance regularly for professional growth opportunities, accountability measures, and feedback-driven improvement strategies.
- Ensured compliance with regulations and standards through regular audits, staff education, and policy updates.
Education
Lean Yellow Belt -
Zurich (Six Sigma)
Toronto, ON06.2015
Political Science Degree -
York University
Toronto, ON06.2014
Chartered Insurance Professional Designation -
Insurance Institute of Canada
Toronto, ON12.2004
Canadian Risk Management -
U of T
Skills
- CLIENT ENGAGEMENT
- PROCESS EFFICIENCY AND PRODUCTIVITY IMPROVEMENT
- TEAM BUILDING AND STAKEHOLDER ENGAGEMENT
- RISK MANAGEMENT STRATEGIES
- PERFORMANCE MANAGEMENT & COACHING
- DATA-DRIVEN INSIGHTS
Timeline
National Account Executive
Crawford and Company Canada Inc
08.2024 - Current
Senior Business Consultant
FINEOS
03.2020 - 08.2024
Manage Group Claims
La Capitale Insurance
10.2017 - 02.2020
Manager Insurance Services
Housing Services Corporation Non-Profit
12.2014 - 10.2017
Administration Operations Manager
Zurich Canada
03.2013 - 11.2014
Accident Benefits Supervisor
Crawford & Company Canada
10.2010 - 02.2013
Unit Manager, Claims
The Dominion of Canada
06.2007 - 10.2010
Canadian Risk Management -
U of T
Lean Yellow Belt -
Zurich (Six Sigma)
Political Science Degree -
York University
Chartered Insurance Professional Designation -
Insurance Institute of Canada
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