We are excited to introduce Zurich’s Client Service Delivery Manager, Wendy Van.

Congratulations on your role as Client Service Delivery Manager for Group Insurance Partnerships. What has been the most exciting part of your role so far?

I am deeply passionate about working with customers and understanding their pain points. It brings me great joy to problem solve and provide solutions that help them succeed in servicing their members and growing their business.

Collaborating with the Data team and Digital Squad, I believe we can simplify insurance processes and make them more accessible to our customers. By leveraging data-driven insights and digital tools, we can enhance customer experiences and drive business growth.

The most exciting for me, to date, is dealing with customers – being able to understand their pain points and problem solve for them. How can we provide tools and services to help them succeed to service their members. How can we contribute to assist growth to their business.

What excites me is when I can make a difference and change to their business.

How did your career path steer you into the insurance industry?

With over 15 years of experience in various roles within Product Management across the Financial Services industry, including banking, financial services, and fintech, my career path naturally led me to the insurance industry.

Throughout my journey, I have gained valuable insights and knowledge about the financial landscape, which includes an understanding of risk management, customer needs, and product development.

This expertise and experience have positioned me well to contribute to the insurance sector, where I can leverage my skills in developing innovative insurance products, understanding customer pain points, and driving business growth.

The combination of my background in financial services and my passion for delivering impactful solutions has guided me towards a fulfilling career in the insurance industry.

What do you enjoy the most about working at Zurich?

I enjoy the people and culture at Zurich the most. The company fosters a collaborative and inclusive environment where individuals are valued and empowered to contribute their unique perspectives. The diverse and talented team members make the workplace vibrant and dynamic. Additionally, Zurich's commitment to its employees' growth and development allows for continuous learning and professional advancement.

Overall, the supportive and positive atmosphere at Zurich creates a fulfilling and enjoyable work experience.

What do you see as the biggest growth opportunities and challenges for group insurance in the next 12 months?

In the next 12 months, the biggest growth opportunities for group insurance lie in adapting to rapid technological changes and staying competitive in the market.
Embracing advanced technologies such as artificial intelligence, machine learning, and automation can enhance efficiency and improve customer experiences. Leveraging data analytics can also provide valuable insights to tailor products and services to meet evolving customer needs.

Additionally, staying ahead of competitors and offering better products will be crucial. This can be achieved through innovation and a deep understanding of customer pain points and preferences. Identifying gaps in the market and developing unique value propositions can give an edge over competitors.

Overall, by embracing technology, staying competitive, and continuously innovating, group insurance providers can seize growth opportunities and overcome challenges in the dynamic market landscape.

Why do you think Zurich has been fairing so well during these uncertain times?

Zurich has been faring well during these uncertain times due to its focus on product innovation and excellent customer service.

The company has demonstrated agility and the ability to adapt quickly to industry changes, allowing it to meet the evolving needs of its customers. Zurich's commitment to product innovation has enabled the company to develop and offer insurance solutions that are relevant and valuable in the current landscape.

By understanding customer pain points and market trends, Zurich has been able to introduce innovative products that provide comprehensive coverage and address emerging risks. Furthermore, Zurich's dedication to delivering exceptional customer service has played a significant role in its success.

The company prioritizes understanding and meeting the needs of its customers, providing personalized experiences, and ensuring quick and efficient claims processing. This customer-centric approach has helped build trust and loyalty among policyholders, contributing to Zurich's positive performance.

Additionally, Zurich's strong financial position and risk management capabilities have provided stability during uncertain times. This allows the company to weather economic volatility and provide assurance to its customers.

Overall, Zurich's focus on product innovation, customer service, and its ability to adapt quickly to industry changes have been key factors in its success during these uncertain times.

Do you have a mentor or someone who inspires you?

Throughout my career, I have been fortunate to meet inspiring leaders. Each mentor has taught me something different: creativity, a growth mindset, or the power of vulnerability and storytelling.

One mentor, in particular, has impressed upon me the importance of being open and telling personal stories as a tool for effective leadership, especially during change and uncertainty. I am grateful for the wisdom and diverse perspectives of my mentors, which have helped me grow both personally and professionally.

Wests Tigers Partnership

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