Brief CV NJ Behrens

1) PERSONAL DETAILS
NAME : Nicola Jean Behrens
RESIDENTIAL AREA : Randburg
NATIONALITY : South African
ID NUMBER : 730914 0172 089
AVAILABILITY : 30 Days’ Notice (Negotiable)
MEDICAL AID EXPECTATIONS : Principal only + 1 Dependant
CRIMINAL RECORD : Clear
ITC : Clear
DRIVERS LICENCE : Code 08 (Own transport)
LANGUAGES : English
Afrikaans
2) EDUCATION
NAME OF SCHOOL : Norkem Park High School
HIGHEST STANDARD PASSED : Matric
YEAR : 1991
NAME OF INSTITUTION : Kempton Park Technicon
QUALIFICATION : N4, N5 & N6 Public Relations
YEAR : 1992 - 1993
NAME OF INSTITUTION : IISA
QUALIFICATION : COP (12 credits)
YEAR : 1996
NAME OF INSTITUTION : Hollard Academy
QUALIFICATION : National Certificate Financial Services
Management at NQF Level 4 (150 credits)
YEAR : 2008
Nicola Behrens
Contact number: 082 337 1484
Email: nicolajbehrens@gmail.com

NAME OF INSTITUTION : FPI
QUALIFICATIONS : Regulatory 1 (Key Individual)
YEAR : 2015
NAME OF INSTITUTION : FPI
QUALIFICATIONS : Regulatory Representative (Re5)
YEAR : 2016
NAME OF INSTITUTION : Hollard Academy
QUALIFICATIONS : Financial Services Management at NQF
Level 5 (150 credits)
YEAR : 2009
TOTAL FAIS CREDITS : 305 credits
OTHER COURSES : MS Excel
Basic labour relations
Business Writing Skills
Pivot table workshop
Expert Negotiator Programme
Project Management Course
Nicola Behrens

3) EMPLOYMENT HISTORY
(a) NAME OF COMPANY : In Place Recruitment – Insurance Specialist
DATES EMPLOYED : February 2015 - current
POSITION : Operations Manager and Key Insurance
recruiter
REASON FOR LEAVING : This opportunity was given to me as a bridging
gap after returning from Mozambique – It was
always my intention to return to the corporate
environment.
DUTIES:
• Manage existing relationships with client Base
• Reengineering of process and operational procedure to be fully digital
• Sourcing of candidates from varies sources
• Cultivate new relationship and new business development with clients
• Interviewing of candidates/ screening
• Matching of skills to criteria for specs received
• General office management
• Executive reporting to Board of Directors and strategic initiatives to grow business
(b) NAME OF COMPANY : Hollard Mozambique (Life and Short term)
DATES EMPLOYED : January 2013 – January 2015
POSITION : Head of Claims and Operations
(Commercial, Personal lines and Life)
REASON FOR LEAVING : Ex-pat contract 2 years
Hollard Mozambique is a Division of Hollard SA however operate mostly independently. I
was sourced from a South African environment as their business requirement was to
revamp their current process and align with South Africa. The business is multi-facetted
and operates with two licences, Short term and Life. I was Operational Claims Manager
for both.
My understanding of Commercial Insurance claims was exponentially enhanced during
this period due to the hands approach required in this environment.
DUTIES:
• Reengineering of entire operations processes and procedures
• Training and development of training material across all product lines
• Broker relationship cultivation and reinforcement. Weekly meeting and difficult
discussions around rejection of claims.
• Somewhat align to SA standards of operation
• Staff motivation and mentoring (Staff 15)
• Member of Manco
• Monthly operational reporting and Quarterly Board Reporting
• Participated in Business Strategy and implementation
• Liaising with SA International team
Nicola Behrens

• Development and implementation of weekly Claims presentation for rejected claims
• Interdepartmental relationship mentoring
• Interaction and discussions with International Commercial Loss Adjusters around
complex commercial claims
• Reinsurance submission of claims (Surplus/Quota Share) and input around Treaties.
Reinsurer Interaction and report development.
• Development of reporting to manage turnaround times and individual team member
loss ratio’s. Productivity measured.
(c) NAME OF COMPANY : Discovery Insure
DATES EMPLOYED : June 2011 – December 2012
POSITION : Senior Operations Manager (Personal lines)
REASON FOR LEAVING : Opportunity presented to go to Mozambique
I was employed as a senior Operations Manager and underwriter, exposure to the power
of actuarial science in application to understanding your customers was mind altering. A
truly exceptional organisation. I was head hunted by a Recruiter for an ex-pat opportunity.
I believed, as I do now, that the role in Mozambique would be career enhancing.
DUTIES:
• Management of the entire claims value chain through an external Administrator
(Hollard Claims Services).
• The claims value chain includes emergency assistance, towing, claim intimation,
validations, investigations, salvage, liability decisions and post liability process.
(recoveries/TP Management)
• Daily operational efficiencies and monthly reporting.
• Chairing of Claims Forum weekly and consistency of liability decisions.
• Managing of external service providers.
• General management of internal claims team (Staff 12)
• Internal relationship management with legal, compliance, training, servicing,
underwriting and marketing.
• Interaction and reporting to Executive Management.
• Training and development of claims specialists.
• Ad hoc mentoring of claims management team
(d) NAME OF COMPANY : Hollard
DATES EMPLOYED : August 2004 – June 2011
REASON FOR LEAVING : New challenges and new environment
My tenure at Hollard was just short of 7 years. Within this company I was identified for
several roles that I had no previous experience in, but grew into rapidly. My experience
within the National Assessing role was primarily about staff management, understanding
motivation, leadership. Key Accounts was taking those skills to the next level and
corporate relationship management. Exceptional growth in both these areas has stood
me in great stead for future roles.
Key Account Manager, ABSA / AVAF (May 2009 – June 2011) (Personal,
Commercial, AVAF and Life)
DUTIES:
Nicola Behrens

• Relationship management at all levels and within the entire organizational structures
of ABSA. Also within Hollard Operational divisions.
• The nurturing and development of personal relationships with partners.
• Process mapping and workflow( intimate understanding across the internal business
spectrum)
• Developed understanding of product development and integration into both
immediate environment and channel partner.
• Strategic alignment between partners and Hollard. Both high level and operational.
• Presentations of product and ad hoc assignments to both internal and external
audiences.
• Monthly reporting of statistical information, from both partners and internal reporting.
• The analysis of sales figures to determine strike rates and market share.
• Identify opportunities for new product innovation and to match this with the client’s
needs.
• Staff motivation and general management
National Assessing Manager (June 2006 – May 2009) Motor Commercial and
Personal lines
DUTIES:
• Within the bancassurance and Motor Division:
o Planning and organizing of Assessing Division
o Leading and managing in general management
o Producing and interpretation of Statistical data for both the assessing teams
and administrators
o Ensuring that audits are done consistently and issues addressed to ensure
that training is continuously attended and arranged, matrix of training needs
and gaps
o Communication to both internal and external teams, business units,
management. Direct reports three team leaders, indirectly Internal staff (16)
External staff (9)
o To ensure individual growth, investment in the individual. Mentoring and
coaching.
o Dealing with complaints and resolving queries at a Management level
o Ensure interdepartmental synergy
o Producing monthly Assessing Management Report
o Team motivation
o Strategic planning
o Monthly budget analysis and proactive managing of budget, financial cost
management of key areas. Annual budget formulation for Executive
approval.
o Disciplinary actions and procedures
o Counselling sessions
o Cultivating strong supplier relationships and other business relationships
o Performance appraisals
o Negotiating with suppliers across the motor industry.
Motor Accident Team Manager, Direct Motor & Household (August 2004 – May
2006) Personal Lines
DUTIES:
• Daily underwriting of new claims submitted
• Sending instruction to investigations
• Settlement mandate of R100 000
Nicola Behrens

• Resolving daily complaints and queries
• Crisis management
• Chairing monthly team meetings
• Individual career development
• Analysis team stats
• Motivating team Claims training for division and writing of training manual
• Claims audits
• Monitoring of daily team stats
• Assisting Manager with general activities
• Approval of leave, monitoring sick Leave
• Contingency planning
(e) NAME OF COMPANY : Outsurance
DATES EMPLOYED : July 2000 – August 2004
REASON FOR LEAVING : Offer from Hollard
The period of employment with Outsurance was 4 years and exposure to new product
development with the launch of their Business product has proven invaluable. Very much
a corporate enterprise with the salary structures now being Performance Based, is
geared towards unrelenting performance.
Claims Senior Specialist, Business Outsurance (commercial) (July 2003 – August
2004)
DUTIES:
• Core initial team of development of commercial product for Outsurance
• Product development, adaption from Multimark.
• System development and construct
• Policy wording construction and development
• Personal Mandate of R500 000
• Intimation, investigation, administration of all business Commercial claims
• Liaising with all Personal lines Management
Senior Motor Accident Claims Advisor, personal Lines (July 2000 – June 2003)
DUTIES:
• Intimation, investigation and administration of motor accident claims
• Liaising with suppliers and service providers
• Daily interaction with client’s
• Resolving queries
• Dealing with confrontation on a daily basis
• Monitoring of own stats
• Ensuring service delivered
• Business written communication
• Settlement and repudiation of claims
• Calculating final settlements
• Liaising with financial institutions
(f) NAME OF COMPANY : Super Herman’s Commercial
Repairer
DATES EMPLOYED : April 2000- June 2000
Nicola Behrens

POSITION : Insurance Specialist and Relationship
Manager (Commercial HCV)
REASON FOR LEAVING : Not happy – returned to Outsurance
I was head hunted for this role as the company was gearing towards more insurance
relationship interaction and wanted a strong industry individual. The role was possible
premature and the few months I was there, the role proved a wrong fit and I was asked to
return to Outsurance.
DUTIES:
• Relationship cultivation with Multiple Insurers
• Financial responsibilities including Invoicing Insurers
• Coordinating additional and extra’s authorized by Insurers
• Ensuring balance of cash book
• General office duties and management
(g) NAME OF COMPANY : Outsurance
DATES EMPLOYED : March 1999 – March 2000
POSITION : Motor Accident Team Manager
REASON FOR LEAVING : Opportunity to explore alternative insurance
Environment
These roles were at an earlier stage in my career and gave me the grounding to
understanding claims philosophy. Incredible company to learn and grow.
Motor Drivable Accident Team Leader (October 1999 – March 2000)
DUTIES:
• Allocation of claims
• Ensuring underwriting standards adhered to
• Refer claims to investigators
• Authorise / decline claims referred
• Mandate: R125 000
• Team training / counselling
• Performance appraisals
• Team motivation
Motor Accident Claims Advisor (March – September 1999)
DUTIES:
• Intimation, investigation, administration of motor accident claims
• Monitoring of own stats
• Ensuring service delivered was of world class service
• Settlement of claims
Nicola Behrens

(h) NAME OF COMPANY : Telesure
DATES EMPLOYED : March 1995 – February 1999
REASON FOR LEAVING : Offer from Outsurance
Early in my career, Telesure (then Auto & General) was my initial education into an
Insurance world. Dealing with hard issues between Clients and Insurer, resolution and
experiencing the change within the Industry to ensure longevity of the company.
Assistant Branch Manager Auditing (December 1998 – February 1999)
DUTIES:
• Arrange random audit selection of identified branch
• Make selection of criteria needed
• Select audit sample
• Determine objectives
• Compile internal management questionnaire
• Complete worksheets
• Combine information for report
• Write final report on findings
• Suggest workable solutions
Non Motor Burglary Administrator (February – November 1998)
DUTIES:
• Intimation, investigation and administration of burglary claims
• Costing of claims
• Confirmation of information
• Concluded finding of investigations
• Liaising with client’s daily
• Formulating of evidence
• Confirming authenticity of invoices
• Issuing replacing authorization with Suppliers
Claims Underwriting Administrator, Voice Stress analysis Team (November 1997 –
January 1998)
DUTIES:
• Niche operational team
• Confirming information with client’s given to claims administrators as incident
descriptions and claimed items
• Each analysis required telephone conversation to be “grafted” and then detailed
analysis of stress reflections
• Conclusions presented where verification was identified and falsification of details /
items
Specialised motor accident claims Administrator (August 1996 – October 1997)
DUTIES:
• Intimation, investigation, administration of motor accident claims
• Ensuring service delivered was of world class service
• Business letter writing
Nicola Behrens

Specialised Non-motor All Risk Claims Administrator (May – July 1996)
DUTIES:
• Intimation, investigation and administration of all risk claims
• Costing of claims
• Confirmation of information
• Concluded finding of investigations
• Liaising with clients daily
• Formulating of evidence
• Confirming authenticity of invoices
Non motor claims administrator (September 1995 – April 1996)
DUTIES:
• Intimation and administration of burglary claims
• Assisting with costing of claims.
• Assisting with confirmation of information
• Liaising with clients daily
• Assisting with confirming authenticity of invoices
Client Care Administrator Underwriter (March – August 1995)
DUTIES:
• Amending existing policies
• Arranging refunds of premium
• Sorting out policy queries
(i) NAME OF COMPANY : JHD Brokers
DATES EMPLOYED : December 1993 - February 1995
POSITION : Claims Administrator (PL and Comm)
REASON FOR LEAVING : Career advancement
DUTIES:
• Intimation, investigation, administration of motor accident and non-motor claims
• Liaising with Insurers
• Recoveries and TP claims
• Dealt with the IEC claims (commercial)
• Business letter writing
• Analysis of assessor’s investigations
• Costing of burglary and all risk claims
Nicola Behrens

4) COMPUTER LITERACY
• MS Word
• MS Excel
• MS Power Point
• MS Outlook
• Internet
Nicola Behrens

Brief CV NJ Behrens

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