Change and Implementation Manager

Helen Finnie

Meet Helen Finnie, our Change and Implementation Manager

I joined Agria Pet Insurance in November 2005, when it was formally known as Pet Partners.

Career beginnings

I joined as a Claims Administrator, logging claims in the system, (FoxPro), and then passing the claims over to the assessors. I also took calls from policyholders who had a query regarding the claim, or if they wanted to know how to make a claim.

In September 2007, the opportunity arose to move into Payments Admin. This related to administering the payments on the policy, answering queries from policyholders relating to their payments and preparing the banking files to collect the direct debits/credit cards.

From Pet Partners to Agria Pet Insurance

There were many changes when we became Agria Pet Insurance which came with great opportunities. Over the next few years, my role was absorbed into the Customer Service Team. I became the Customer Service Team Leader in 2011, and in 2014 I was promoted to Customer Service Manager.

I enjoyed the role of Customer Service Manager. It allowed me to bring the skills I had from my previous role within retail, and implement changes within the Contact Centre which focused on providing excellent service to our policyholders.

More change and opportunity

In 2017, the company went through a major technology change, introducing a new Policy Administration system, a new telephony platform and a new website. I was offered the opportunity to move to IT to support this as a Change and Implementation Manager. This new position enabled me to use the knowledge I had from having worked in various roles over the years within the company.

Initially the role was on a secondment basis for 5 months, however after the launch of the new systems it was evident that there was still the need for it. I was offered the role permanently and accepted. I attended a Change Managers course and I am now a fully accredited Change Manager!

I enjoy working at Agria, everyone is committed to the health and well-being of pets, providing excellent Customer Service, and looking after their staff’s well-being too.