victor caballero

At Commonwealth Bank Health Fund I created and launched a market-first, experiential wellbeing platform, delivering health technology, health services and health retail to 24,000 CBA staff across Australia. To deliver unique health experiences for staff, I built and managed a network of health professionals, established and managed a national team of on-site Wellness Consultants and developed a digital ecosystem to capture user experiences and generate real-time health risk insights. In 18 months we achieved over 50,000 interactions across a range of services and recorded significant, positive health behaviour change. In addition, the programs delivered through the platform created new brand awareness and acquisition channels, ultimately nurturing a database of active subscribers. Lastly, I developed strategic partnerships with leading universities, health technology providers and start-ups to enhance the customer experience and deliver services at scale.

I was brought in to design and execute the market entry strategy for a new B2B health fund, advising the business on all elements of customer experience including digital acquisition, on-boarding & sales fulfilment (incorporating HICAPS) and phone-based servicing. Completed independent customer research testing to successfully validate the strategy.

Initially contracted to launch amexlife.com.au, I delivered a new suite of term life and accident products, designed a multi-channel strategy, on-boarded a new call centre capability (Sykes) and financial systems integration with Zurich Direct Life. I then re-launched Amex Travel Insurance, expanding the segmentation strategy and integrating new partnerships to deliver an optimised customer experience and market-leading digital sales platform. I also created the first direct corporate insurance product for Amex within Asia, launching Amex Business Insurance across face to face, digital and phone-based channels and reducing the purchasing process to around 3 minutes. During my time at Amex, I also designed and executed the product and distribution strategy for cross-market (JAPA) solutions within the Global Network Partners group. I developed new strategic partnerships with banks, airlines and affinity groups, including ANZ, Credit Saison Bank, Korean Air and online trade platform Alibaba.

I was brought in to optimise the insurance operating model and marketing strategy for the mobile phone handset insurance product (a $40M portfolio). I also managed insurance risk for the physical Vodafone network and infrastructure with accountability for approx. $3.2b assets. Managed placement of the insurance program across all corporate classes using local, captive and London markets. In addition developed and delivered training on insurance products (professional, public, EMR and directors liability), risk and vendor agreements for legal and procurement teams.

I worked with industry leaders to design and deliver innovative digital products and platforms that enhance the overall customer experience. I collaborated with startups, business owners and large financial institutions in order to find innovative solutions to everyday business challenges.

I saw an opportunity to develop a specialised social network to connect like-minded insurance professionals. This culminated in the development and launch of Insurance Passport - the world's first dedicated online insurance networking hub.

I was recruited to help build and develop Zurich's portfolio/schemes & affinity underwriting capabilities from the ground up, establishing underwriting protocols, deal management processes as well as building the opportunity pipeline. Early successes included the development of new products across multiple lines of business including financial lines, commercial property and motor and from there moving onto the creation of product solutions for non-financial institution, third-party distributors such as telco's, affinity groups and franchise organisations (including Subway, Telstra, IKEA, Toyota and Jim's Group). My team consisted of cross-functional subject matter experts across product management, actuarial, compliance, IT and finance through which I was tasked with the assessment and delivery of new portfolio opportunities. Through my work, I was also fortunate enough to have worked on projects in markets abroad including Hong Kong, Singapore, New York and London.

I joined Vero as a junior analyst and was soon promoted to the position of Financial Analyst and later to the position of Pricing & Portfolio Analyst. During my time with Vero, my main focus was on the pricing and portfolio management within financial lines classes (including Professional Indemnity, Directors & Officers Liability and Management Liability). My core responsibilities included building pricing models and analysing claims trends (down to an occupation/ANZSIC level) as well as reviewing and optimising underwriting models across all product lines.. Key achievements included the development of Vero's business intelligence capability, creation of user-friendly reporting/analytic suites and project managing the delivery of underwriting systems.

At Asteron, I managed and developed Group Salary Continuance & Group Life portfolios with a focus on new business pricing and policy re-rates. My core responsibilities also included providing technical service and product support to Brokers, Financial Advisers and direct clients.

Activities and Societies: Director, Macquarie University Union