Employee Spotlight – Lauren Walls, Associate Director of Operations

Q: Can you share a bit about your professional background and what led you to join Windley Ely?

A: I have always had a passion for Law, and research, and I was curious about Workers Compensation, so on a whim, I applied for a Claims Specialist position at Windley Ely. 16 years later, I know I made the right choice. In 3 months, I was promoted to a Team Leader position, followed by a promotion to an Account Manager position, which lead me to the Associate Director of Operations role. I am extremely passionate about leading people, driving positive change, and developing processes. A work smarter, not harder type of person.

Q: What are your primary responsibilities as the Associate Director of Operations at Windley Ely, and what does a typical day look like for you?

A: My primary responsibilities typically involve overseeing the day-to-day operations of our London and Montreal offices to ensure that processes run smoothly, efficiently, and align with strategic goals. A typical day for me is dynamic and involves a mix of strategic planning, team management, and problem-solving. We manage claims across all provinces in Canada and there’s a lot of nuances – it’s important that I equip our team with all the tools they need to support our clients as effectively as possible.

My current focus is a project that I feel very passionate about, re-building an optimal claims management platform for our team. I love staying busy and being involved in as much as possible.

Q: Can you describe a project or achievement that you’re particularly proud of, and how it has positively impacted Windley Ely’s clients?

A: I’m particularly proud of leading the Client Experience Enhancement Initiative in our Montreal office, a project aimed at significantly improving the overall experience not only for our clients, but for the team. The initiative involved a comprehensive review of our service delivery processes, client feedback mechanisms, and communication strategies. The project not only resulted in better support, training, and development for our staff, it also enhanced our service delivery and reinforced our commitment to putting our clients first. It’s been incredibly rewarding to see how these improvements have positively impacted our staff and clients and how it contributed to the overall success of our Montreal office.

Q: What do you think differentiates Windley Ely as a disability management partner?

A: We are deeply committed to solving unique and challenging problems for our clients, helping them achieve their goals, and fostering strong, lasting relationships. We truly work as an extension of our clients’ business and customize our service to meet their unique needs. Over my 16 years at Windley Ely, I’ve had the privilege of working with clients across various industries, some of whom have partnered with me throughout my entire tenure. Even when clients move on to new opportunities, they often reconnect with the team at Windley Ely because they know they can trust us to deliver consistent, reliable service. Our team brings a wealth of technical expertise to the table, ensuring that every solution is not only effective but also expertly tailored to each client’s unique needs. No matter how challenging an issue or claim might seem, we’ve likely seen it and can help determine the best path forward.

Q: How has the company culture at Windley Ely influenced your work, and what do you enjoy most about being part of the team?

A: The company culture at Windley Ely has influenced me in many ways, and I have been extremely lucky to have some of the best mentors, and team members. For almost 17 years there has been one specific person that has pushed me to my limits, and when needed, reminded me that the cream always rises to the top. We have a good work-life balance at Windley Ely, which enables all staff to feel more in control of their working life, which in return leads to increased productivity, better time management, improved personal, physical, and mental health and wellbeing. All which have been a huge influence on how I balance my day-to-day tasks. One of the things I enjoy the most about being part of the team, is the fact that it isn’t just a team, it’s a family. We have each others backs, we work well together, and we don’t let each other sink; we swim together.

Q: Can you recall a memorable or fun moment you’ve had at Windley Ely?

A: Memorable moment, some of the staff signed up to eat crickets for a fundraiser. Now that is team spirit at its finest!

Q: Beyond professional life, what hobbies or interests do you enjoy?

A: Going East to visit my son, camping, travelling, and reading.