C&A Knowledge Consultant

Auto & General Australia; City of Brisbane; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Location flexibility

Hybrid work

Extra leave days

Paid parental leave

Charity matching

Online courses

Employee discounts

Recognition program

End-of-trip facilities

Social events

Job summary

Auto & General Australia is seeking a Knowledge Management professional to maintain the C&A knowledge base, support regulatory needs and drive outcomes. The role sits at the intersection of technical writing, stakeholder engagement, change management and continuous improvement.

This maternity cover for 12 months emphasizes governance, risk, and cross-functional collaboration to deliver high-quality, compliant documentation and valuable knowledge assets.

Qualifications

• Technical writing experience producing and reviewing process documentation.
• Experience with Claims Knowledge is desirable.
• Ability to distill complex information into clear, actionable content.
• Project management experience desirable.
• Strong written, verbal and interpersonal communication.
• Experience applying policy and guidelines to documentation.
• Excellent analytical and organisational skills with a structured approach to problem-solving.
• Strong critical thinking and attention to detail.
• Effective time management and prioritisation of tasks.
• Ability to engage and influence stakeholders across all levels of the business.
• Track record of delivering high-quality work autonomously and in a team.
• Genuine commitment to exceptional service for internal and external customers.

Responsibilities

• Create and maintain C&A knowledge with clear, accurate, actionable workflows and procedures in HIYA.
• Be the knowledge champion—serve as a go-to expert and change champion, embedding knowledge changes across the division.
• Uphold governance standards—apply Knowledge Management design principles and style guide across assets.
• Manage risk and compliance—identify risks and champion awareness of controls.
• Engage and influence stakeholders—build relationships to gather, document and validate process information.
• Drive continuous improvement—analyse usage data and improve knowledge base effectiveness.
• Report and analyse—disseminate and analyse knowledge metrics for planning.
• Support onboarding and capability building—contribute to Accreditation program, coaching on best practices.

Skills

Technical writing

Claims knowledge

Clear writing

Project management

Communication

Policy interpretation

Analytical thinking

Attention to detail

Time management

Stakeholder engagement

Autonomy

Customer service

Job description

About the Role

This is a pivotal role focused on maintaining the integrity of the C&A knowledge base, supporting regulatory and compliance requirements, and driving outstanding customer and business outcomes.

Brief Description

About the Role

This is a pivotal role focused on maintaining the integrity of the C&A knowledge base, supporting regulatory and compliance requirements, and driving outstanding customer and business outcomes.

This role sits at the intersection of technical writing, stakeholder engagement, change management, and continuous improvement, making it an exciting opportunity for someone who thrives on variety and takes genuine pride in the quality of their work.

This role is a maternity cover for 12 months.

What You'll Do

• Create and maintain C&A knowledge — compose and update technical workflows, processes and procedures in HIYA to a high standard, ensuring content is clear, accurate and actionable within agreed timeframes
• Be the knowledge champion — serve as a go-to expert and change champion, identifying cross-functional impacts and embedding knowledge changes across the division
• Uphold governance standards — apply and monitor adherence to the Knowledge Management design principles, style guide and formatting requirements across all C&A knowledge assets
• Manage risk and compliance — identify and report potential risks or inadequate controls, and champion a culture of risk awareness and compliance across the division
• Engage and influence stakeholders — build and maintain strong relationships with subject matter experts and cross-functional teams to gather, document and validate process information
• Drive continuous improvement — advocate for HIYA, analyse usage data and reporting metrics, and proactively identify opportunities to improve the effectiveness and capability of the C&A knowledge base
• Report and analyse — extract, disseminate and analyse knowledge management metrics to inform solution planning and improvement initiatives
• Support onboarding and capability building — contribute to the C&A Knowledge Management Accreditation program, providing coaching and mentoring on knowledge best practices

What We're Looking For

• You're a clear and confident communicator with a genuine passion for turning complex information into simple, actionable content. You bring strong organisational skills, a sharp eye for detail, and the resilience to manage competing priorities without compromising quality.

You'll Bring

• Demonstrated experience in technical writing — specifically producing and reviewing process and procedure documentation to a high standard
• Experience in Claims Knowledge is desirable
• A proven ability to distil complex information into clear, logical written formats that diverse audiences can act on
• Experience in Project management is desirable
• Strong written, verbal and interpersonal communication skills, including an understanding of grammatical structure and content
• Experience applying and interpreting policy, business rules and guidelines to produce accurate, compliant documentation
• Excellent analytical and organisational skills with a structured approach to problem-solving
• Strong critical thinking and attention to detail
• Effective time management and the ability to prioritise tasks and adapt to changing demands
• The ability to engage, coordinate and influence a broad range of stakeholders across all levels of the business
• A track record of delivering high-quality work both autonomously and as part of a collaborative team
• A genuine commitment to exceptional service for both internal and external customers

Our Perks

• Location: This role can be based in North Lakes or Kawana.
• Flexible Working arrangements: Up to 2 days Work from home per week.
• Extra leave - Enjoy additional leave days on us! You’ll receive a paid ‘ME’ day and one paid volunteer leave day annually. Team members can also purchase up to two additional weeks of leave per year.
• Paid parental leave - We support our new parents with paid parental leave and other benefits.
• Workplace giving - If you’re passionate about a cause, then we are too – we offer workplace giving and we’ll dollar match your donations to registered charities.
• Development opportunities - We’re championing your development with internal programs and access to a wide range of online courses
• Employee discounts - You’ll receive discounts on Budget Direct insurance products and access to offers from over 600 top retailers, powered by Rewards Gateway.
• Reward and recognition - We reward high performance with employee recognition, reward and incentive schemes.
• Onsite facilities - There’s excellent end-of-trip facilities on offer and private spaces for nursing mothers.
• Get social - Join our vibrant social and community activities including annual celebrations, family fun days and regular events across each of our sites.

About Us

Auto & General (A&G) is the fastest-growing major Motor and Home insurer in Australia, providing insurance products and solutions to safeguard a brighter future for our customers and community.

Our range of general insurance products including Car, Motorcycle, Home, Contents Pet and Travel products are delivered through our multi-award-winning brand Budget Direct and partnerships with leading brands - ING, Qantas and Coles Insurance.

We’re excited about the future and we’re always on the lookout for talented, passionate individuals who can help us achieve our goal of being Australia’s best insurer! If this sounds like you, apply today.

Auto & General values individual differences and believes in fostering an inclusive culture that creates a great place to work for all.