Scaling Insurance Claims Teams
Claims handling has become an increasingly visible part of the insurance experience. Customers expect timely, fair outcomes, and insurers are balancing service delivery with evolving expectations across the industry.
Today we hosted a HAYLO exclusive breakfast panel discussion on managing a multigenerational workforce.
We were lucky enough to be joined by an expert panel of thought leaders, who brought a wealth of knowledge and experience. This consisted of Dr Marian Baird – Professor of Gender & Employment Relations, University of Sydney, Shailendra Tripathi, Senior Director, Health, Safety, WC & Wellbeing at Optus, Mikhara Ramsing, Co-Founder & CEO at Capyble, and Guy Davy, Senior Manager, Talent Solutions at LinkedIn.
The panel shared their tips and insights on how businesses can harness the diversity of a multigenerational workforce to drive innovation, collaboration, and long-term success.
With five generations now working side by side, HAYLO, as a recruitment partner to businesses across the industry, have seen firsthand the complexity, but also the huge potential this brings to workplaces.
In our own SME team, we are living this experience too, and are excited to have four generations working alongside each other.
HAYLO frequently hear from leaders who are finding it tough to shape an Employee Value Proposition (EVP) that truly connects with all generations. Our upcoming 2025 Salary & Insights Survey—due out in early July—echoed this.
If you want to retain a multigenerational workforce, your EVP can’t be one-size-fits-all. It needs to flex and adapt to different life stages.
At the end of the session, we asked the panel to share their advice for business leaders to take back to their organisations after today’s meeting.
Here’s what they had to say:
There’s an appetite for change, and we need to embrace it.
When managing a team as a younger leader, it all comes down to respect and remembering the connection points as humans.
Go and challenge your businesses to learn. The ability to learn is a gift.
Ensure you’re having open conversations about careers and skills development in the workplace.
Create space to adapt.
Focus more on fixing systems, rather than trying to fix people.
Create space to work on the business and how you are going to show up to be a better leader.
Create well-structured two-way mentoring schemes to enable knowledge to be learned and shared.
Get to know your people and your team. Give them the space to do the things they’re passionate about outside of work.
If you enjoyed today’s session, we’re pleased to say that we’ll be launching the next leadership session in the next quarter. To register your interest in advance, please contact: jo.aitken@haylopeople.com.au

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