How will you make an impact?Are you driven by the desire to create a positive difference in the lives of our members?In this role, you will be instrumental in establishing and upholding our Quality Assurance program within the insurance claims team and providing our members with an exceptional level of customer service when managing their super.The OpportunityThe primary responsibility of this role is to establish and uphold the Quality Assurance program, ensuring that stakeholders adhere to the fund's core values and reflect our strong brand. Emphasis will be placed on continuous improvement across processes, systems, and team skills, with the role tasked with implementing necessary actions to enhance these areas. Additionally, this position will establish a comprehensive governing framework to oversee the end-to-end view, enabling the fund to understand and respond to customer expectations effectively. This proactive approach will drive future changes and the development of service and quality governance models.The key responsibilities include:
- Being responsible for the quality framework and support with evaluations for the team;
- Performing quality checks and audits to deliver improved levels of quality service through innovation and the use of best practice processes;
- Ensuring adherence with all compliance and Quality Assurance requirements;
- Providing technical knowledge on claims and insurance related matters;
- Establishing the end-to-end quality framework across all distribution models;
- Management of a framework to seek a deep understanding of the customer expectations across all servicing channels;
- Governing models across training and knowledge to ensure all relevant parties are compliant and up to date with knowledge;
- Integration of the funds brand and core values into the fund's services and distribution model;
- Participation across projects of work to ensure tracking of quality programs and outcomes are tracked and monitored;
- Identification and responsibility to drive changes that provide great outcomes for our members and employers and drives cost efficiencies;
- Identifying risks and opportunities and initiating process improvements across claims procedures;
- Conducting and participating in all applicable audits including internal quality and efficiency audits.
- Hybrid and flexible work environment
- 15% superannuation
- Additional paid leave over Christmas and New Year
- Additional 5 days paid “flex leave”, so that you can take time out when you need it
- 18 weeks paid parental leave
- 3 days community service leave
- 4 weeks paid gender affirmation leave
- Access to long service leave at 5 years
- Access to subsidised financial advice
- Dedicated per person development budget to support your growth