Claudia Barata

“Only those who risk going too far can possibly find out how far one can go. ”

T.S. Eliot

Since December 2019

Compliance Officer Iberia - Spain, Portugal & Neoasistencia

Allianz Partners

 Develop, implement and manage all compliance programs

 Act as a second line of defence, supervising and monitoring the implementation of programs, procedures, reports, controls, contributing to ensure safety, integrity, and ethical behaviour at all levels of the organizations

 Work closely with key stakeholders and advise business leadership on any actions or changes that should be implemented

 Ensure and promote cross-functionally across teams to guarantee execution against regulatory requirements and internal policies

 Coordination with regulators

 Plan, implement and oversee risk-related programs

 Coordinate proper reporting channels for compliance issues

 Develop company compliance communications, awareness campaigns to promote the compliance culture

 Coordinate and promote required compliance training for employees

 Analysis of complaints filed by Business Partners / Customers;

 Support the OEs where necessary regarding the launch or modification of products to ensure regulatory requirements are met, as appropriate - analysis and evaluation of products, services and partners, to deliver a great user experience and good outcomes for customers/markets.

 Stay current with best practices

July 2015 - December 2019

Antifraud Manager & Platform Manager- Operations (OPS)

RSA, Maintenance and EW, Health, Home, Appliance Protection, Claims, CRM, Travel, Helpdesk, Training

Allianz Partners, Portugal

Operations:

 Manage and lead the OPS teams

 Determine call center operational strategies, coach, motivation and retain staff

 Forecast and analyze data. Monitor performance, track goals and KPIs, planning, budget

 Plan and supervise the daily operations, performance reviews and cost/benefit analyses;

 Develop and coordinate project plans: "rightsized" policies and procedures, implement process improvements

that ensure efficient work flow/best practices

 Assure that excellent customer service is provided

 Handle complex cases, complaints; Top amount - escalation level

 Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)

 Implementation and monitoring CRM campaigns/events

 Act as single point of contact within the BU and BP/Brokers

 Collaboration with OM and Sales in the

definition of procedures/improvements, implementation of new

products/contracts;

 Tenders Q&A

 Interaction with the Quality/Complaints Section for resolution and implementation of corrective actions;

 Head Internal and Group Projects

 Audits

Compliance /Fraud / Risk Control:

 External and internal fraud management

 Development, management and enhancement of monitoring tools

 Design and implement fraud strategy and management workflow/process

 Definition, Implementation, reviewing of KPI to track performance  

& reporting: Detection, Referral,

Investigation, Validation, Fraud savings

 Implementation of Anti-fraud Best practices/ initiatives

 Conducting ongoing analysis to identify root cause of fraud trends

 Training/coaching

 Compliance & Sanctions

Training Manager & Recruitment

 Identify training trends, developments and best practices

 Work with the trainer in order to determine training needs and requirements for the OPS team, review training

material and methodology

 Draw overall and individualized training and development plans

 Lead internal and external training sessions

 Work with HR and Recruitment to drive the recruitment & selection for OPS roles.

EDUCATION & TRAINING

 ICA - International Advanced Certificate in Regulatory Compliance

 Economic Sanctions - Allianz Partners Group Compliance

 Anti Fraud - Anti Corrupcion - - Allianz Partners Group Compliance

 Data Privacy- Allianz Partners Group DP

 Anti-Trust- Allianz Partners Group DP

 University - Sciences of Communication– Graduation Areas - Corporate Communication: Public Relations, Corporate Communication, Marketing and Advertising (1998-2003) FCSH - Universidade Nova de Lisboa

 Professional Training Certification (2004)

 Leadership Essentials for New & Emerging Leaders' - AWP Academy

 Neuro-linguistic programming - Cegoc

 Leading with Emotional Intelligence – Synergie

 Motivation & Team Management Leadership - Elevus

 Communication & Leadership – Rhmais / Nova Etapa

 CRM – Customer Relationship Management I and II - Global Estratégias

 How to create enthusiasm on Clients – IFA

 Corruption & Fraud Prevention – Allianz

 Claims & Fraud - Portuguese Insurance Academy

 Compliance & Sanctions – AGA

 Call Handler – excellence service - ADVP

 Roadside Assistance Call Handler Skills – Jaguar Land Rover Academy - UK



General Insurance Training - APS – Portuguese Insurance Academy

 Travel Insurance/Personal Accidents/ 3rd Liability - Key

 Legal Protection - Nova Etapa

 Insurance Contracts - Elevus

 Corporate Spanish - IPF

 Corporate English - 8008 – Formação e Consultoria, Lda

 Workforce Management – Key Formação

 Workshop: Change - Anticipation, Preparation, Adjustment, Way of living – Full Fill

 Agile