Case Management Skills –Starting with the End in Mind

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 2 of 3: Starting with the End in Mind

Initiating change can often feel daunting, but understanding how to overcome inertia is the first step. This presentation explores the concepts of change talk to identify and foster readiness for change. Participants will learn to recognize what behavior change sounds like and to help individuals navigate and grow comfortable with the process of change, setting the stage for meaningful progress in a case management setting.

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Host or Publisher VRA Canada