QBE’s Kathryn Wood believes bringing your whole self to work translates to career success.
“Moving from the role of expert to that of a leader has been one of my biggest career challenges,” says QBE Insurance’s Claims Transformation Leader Kathryn Wood. “I’ve discovered that leadership means having the capability to be vulnerable, to admit you’re no longer the specialist and can be reliant on other people.”
Originally based in Melbourne, Kathryn’s career shifted direction when she accepted an international assignment to head up QBE’s Claims Transformation team in its Global Shared Services Centre in Manila. Wood’s team is mandated with mapping out and tracking the customer experience to enhance effectiveness and deliver improved results for QBE’s customers. The move to the Philippines has provided Wood with many growth opportunities, deepening and broadening her leadership skills.
Coupled with years of exposure to a broad range of functions at QBE, Wood has seen her leadership style mature, possessing a vision and having the confidence to make decisions which benefit the company and its customers.
“I’ve always taken opportunities as they’ve arisen rather than being fixed on exactly which job came next. This flexibility has allowed me to gain exposure to different parts of the organisation, which has given me critical insights that have benefited my more senior roles” she says.
An open mind to success
Wood didn’t necessarily start out with a set career plan, but knew she wanted her career to go upwards and thrive.
As a result, she has enjoyed a myriad of roles in Australia such as the National Manager of Customer Care in the consumer space and the Head of Short Tail Claims, accountable for all facets of general insurance claims management.
Wood says QBE has empowered her to lead many divisions and departments and to implement change, most notably assisting the insurer to move from a process-centric to a customer-centric organisation as Head of Short Tail Claims.
“QBE has always been very supportive, providing me with the freedom to take ownership and lead some aggressive change programs. We have re-engineered the entire general insurance claims process, from how we interact with our supply chain, they ways that we support our people, which in turn is delivering improved services to our customers,” she says.
But learning leadership has taken real courage because it means you are relying on other people, says Wood. It doesn’t happen overnight.
“Making the leadership transition has been the most challenging aspect of my career. The path to being an effective and competent leader is about continuing to learn and grow.”
Leading with passion
An important priority throughout Wood’s career has been approaching every role with an abundance of energy. This has inspired focus and motivation from colleagues as opposed to just delivering results.
“I love the people I work with and this combination of passion, tenacity and resilience makes it easier to accomplish goals,” she says.
Like anybody, Wood can spend far too many hours in the office but believes making yourself present when you’re in someone’s company helps you appreciate every moment.
“I have two very young children and whenever I’m with them, whether it’s an after school pick-up or playing Lego on a Saturday morning, it’s about ensuring your mobile phone is turned off and that you’re actually sitting and interacting with them.”
This sense of immediacy should spill over into all areas of your life, she says.
“Often people feel they can’t bring their personality to work or show off that sense of ‘daggy’ humour you have at home, but it’s critical to bring your entire self into the office.
“Most importantly, back yourself. Be comfortable and confident you know what you’re doing and that you’re good at your job.”
Have fun, she advises, because people around you in the workspace feed off that energy.
Written by: Thea Christie