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SalaryQuality Assurance Leader - iCare Claims
- 22 month secondment
- Sydney/Newcastle Location
The purpose of this role is to manage the Quality Assurance team to deliver a targeted and insightful Quality Assurance program which ensures the delivery ICO's strategic business objectives.
The Quality Assurance program also acts as controls designed to ensure compliance with regulatory requirements, licence to insure conditions, respective State by State legislation and internal process/procedures.
This role is responsible for providing leadership through role modelling, consistent coaching to strengthen skills and productivity; and drive activity that builds team engagement and employee satisfaction.
In this role you will demonstrate positive management and stakeholder relationship techniques to co-ordinate activities; meet and maintain required standards, manage stakeholder expectations and demonstrate continuous improvement in the execution of processes in line with the QA standard.
What you'll do:
- Drive a culture of ownership and accountability over the ICO Quality Assurance Program
- Ensure effective delivery of the QA Program, adhering to the Suncorp QA Standard and accepted industry practice and assurance design principles
- Continually refine and improve the service offering of the Quality Assurance Team assessing the availability of reporting and other controls. Proactively managing scope and design drift of the Quality Control
- Sets clear objectives and targets for the team linked to the strategy and proactively manages underperformance.
- Attract, coach, develop and manage diverse, flexible and distributed team members in an inclusive way, while showing genuine care in managing an environment of safety and wellbeing to ensure staff are engaged and accountable for performance levels
- Keeps things simple while driving innovation to achieve Optimisation strategies, differentiation, continuous improvement and supporting teams to adapt quickly and readily to change.
- Embody and lead a team responsible for promoting and fostering highly effective relationships with key internal stakeholders to promote quality, ensuring Business Leaders, Managers and their teams understand the intent, purpose and importance of quality
- Represent the ICO business and act as a liaison point on quality related matters between our shared services areas and strategic partners
- Support uplift of the business performance by providing advice and guidance to lift quality results to meet agreed quality standards
- Role model the Suncorp Code of Conduct and Behaviours and embed these across the team
- Help 1st Line Risk's ambition statement of #knowriskknowreward come to life. When we and the business truly “know” and understand risk, obligations and controls (through building capability and maturity), we and the business also “know” the reward for Suncorp and its Customers from avoiding and managing risks and through meeting our obligations
- Degree in Business, Commerce or related field - Desired
- Diploma of Management - Desired
- Experience in Quality assurance, risk management or similar experience
- Previous experience in leading a team of specialists in a high change environment
- Demonstrated experience in compliance and governance strategy design and execution (Desired)
- Sound knowledge of Risk Management methodologies and practices and their application in a 1LOD environment
- Strong understanding of quality assurance design and execution principles
- Good understanding of the insurance industry, including insurance products, market environment and customer segments
- Strong ability to contribute to and understand complex and strategic perspectives and translate to tactical solutions.
- Advanced communication (verbal and written) and negotiation skills with a constructive and collaborative style.
- Advanced influencing and negotiation skills
- Support and further develop a collaborative work environment to achieve team and department goals
- Financial / commercial acumen and seasoned business judgement.
- Flexibility and resilience in responding to multiple changing priorities and complexity.
- Advanced analytical skills - ability to develop solutions and courses of action by using an information base to identify key issues, compare with other data and determine cause-effect relationships.
- Change management capability - ability to recognise, understand and support need for change and anticipated impact on both the team and self.
- Coaching & development - ability to identify developmental needs of team members and tailor development activities to achieve positive outcomes using a coaching methodology.
- Customer experience-focused - proven commitment to delivering a continually improving, quality, differentiated experience.
- Time Management Skills - ability to prioritise work without supervision and to lead teams to deliver the programs as required
That comes with all kinds of exciting opportunities for you to grow your own career. Whether you're guiding people through life's biggest moments or providing them with support in times they need it most, you'll be driven forward by our shared customer-obsession and supported at every step of the journey.
What we can offer you
- Discounts and offers on a range of retail favourite stores as well as banking and insurance products.
- A range of flexible working and leave options, including 16 weeks paid parental leave and unlimited paid emergency response leave.
- Invest in your brighter future with ongoing study support and career development programs.
- Give back to our communities with payroll giving, donation matching and paid volunteer leave.
- Prioritise your work/life balance with our robust employee assistance program and dedicated employee council.
