Case Management Skills – Creating Momentum Through Conversation

Carola Moore is an accomplished leader in the insurance and claims management sector with over two decades of experience spanning Australia, Canada, and South Africa. Currently serving as the Head of Group Claims at AIA Australia, Carola leads a high-performing team in delivering strategic initiatives and operational excellence in claims management. She oversees claims operations with a focus on excellence, efficiency, and customer-centric solutions. She has completed post-graduate training in Leadership and Organizational Psychology and is the current Director on the ALUCA Board, as well as the chair of the ALUCA Education Committee. She has previously held leadership roles as Claims Learning and Development Manager and People and Change Lead, spearheading initiatives to modernize and enhance case management processes.

Carola contributed as an Associate Faculty member, teaching and mentoring graduate students in leadership practices. Carola worked as a Vice President of Strategic Projects, driving organizational growth through innovative solutions in workplace health and disability management. She has also worked as a General Manager overseeing strategic and operational goals to enhance educational and professional development services. Carola holds a deep commitment to fostering transformative leadership and enhancing operational outcomes in the insurance and claims industry. Her expertise in claims transformation, people development, and strategic projects has consistently delivered impactful results across multiple geographies.

This is a three-part series (1.5 hours each session). Details as follows:

Session 3 of 3: Creating Momentum Through Conversation

Outcomes-focused conversations are key to driving meaningful change, especially when overcoming resistance. This presentation delves into the mechanics of guiding a conversation through its key phases, and summarizing insights to maintain clarity and momentum. Participants will learn strategies to address common forms of resistance, and practical tools to navigate challenges and keep conversations on track toward positive outcomes.

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Host or Publisher VRA Canada