- Coordination of the delivery of the required audits and associated tasks for all Claims teams
- Implementation of the TAL Quality Assurance Framework in line with risk management principles.
- Coordination of all activities aligned to Quality Assurance, identification of key trends and associated periodic reporting obligations.
- Lead the management of processes and record keeping associated with the issuing of delegations of authority.
- Maintaining current knowledge of life insurance guidelines, processes and policy changes. Ensure that Quality Assurance practices reflect industry best practice and TAL processes and policies, providing clear communication of each of these in a simple and accurate manner to team members.
- Liaise with the Claims Governance team and TAL Claims Team Managers, to ensure quality controls up to date and consistent with current policies.
- Act as a subject matter expert in Claims Quality Assurance, conducting process reviews and initiating change in order to contribute to continuous improvement of services.
- Build and maintain strong key stakeholder relationships and manages expectations in order to ensure the best service is delivered to customers.
- Ensures standards are met and the governance framework adhered to in order to maintain service levels.
- Analyses Management Information and identifies areas of improvement to drive operational efficiency and continuous performance of service and to promote our culture and values
- If required, oversees and coordinates remediation/ continuous improvement projects:
- works with stakeholders to define project scope and approach
- prepares and maintains all project plans, reports and logs
- creates and maintains project stakeholder and governance structures.
- convenes and runs stakeholder meetings and facilitates stakeholder decision making.
- ensures deliverables meet stated requirements / standards.
- ensures delivery in line with TAL project management processes, governance and frameworks.Team Management
- Operational management including daily work allocation and monitoring performance, resource management and team communication Use of operational reporting to ensure appropriate service and operational delivery
- People management including recruitment and performance and development coaching of Claims Consultants' technical and business capabilities in line with the TAL capability framework
- Accountable for driving TAL's Risk Culture across the team (as defined in the RMF) Monitoring and oversight to ensure compliance/adherence to the following:
- TAL policies, procedures and guidelines ensuring claims management is in accordance with the TAL claims philosophy
- External regulations (eg. Privacy and Life Insurance Code of Practice) and all relevant legislation and industry guidelines.
We extend this acknowledgment to the many Traditional Lands that we operate across and pay our respects to Elders past, present, and emerging.#LI-Hybrid #LI-Claims #InsuranceClaimsEveryone at TAL has a responsibility to do the right thing and is accountable for the way they conduct themselves. Our expectations are that you follow the principles set out in our Code of Conduct when you come to work every day. Risk management is everyone's responsibility.If you are already a TAL employee please apply via the SmartRecruiters button in Workday and navigate to the Employee Portal. This is important to ensure that your application is recorded accurately.