Knowledge Management Consultant

Auto & General; North Lakes; On-site; AUD 70,000 - 100,000; Full time

Job summary

Auto & General in North Lakes, QLD is seeking a Home Knowledge Management Consultant (TEMP) to support the Home Claims business by maintaining workflows and the HIYA knowledge base.

You will collaborate with subject experts, develop best-practice knowledge on HIYA, monitor usage data, and coach teams on knowledge management while ensuring regulatory and customer outcomes.

Qualifications

• Collaboratively support Home Claims by documenting workflows and procedures in HIYA.
• Maintain the Home knowledge base in a usable format.
• Develop, deploy and maintain best-practice knowledge through HIYA.

Responsibilities

• Provide Home Claims knowledge creation and maintenance within agreed timeframe.
• Manage and action knowledge requests within agreed timeframe.
• Liaise with key subject experts / stakeholders to gather and document process information.
• Accountable for developing, deploying, and maintaining best practice knowledge to sustain or improve the capability of Home Claims within expected timeframes.
• Apply, monitor and ensure adherence to Knowledge Management design principles for all knowledge as required in accordance with control mechanisms.
• Collaborate and support with the implementation, embedding and use of HIYA across Home Claims by building and maintaining relationships with cross business functions and stakeholders.
• Support the C&A Knowledge Onboarding / Accreditation program with ongoing coaching and mentoring in knowledge best practices.

Skills

Knowledge management

Process documentation

Stakeholder collaboration

Data analysis

Tools

HiYA platform

Job description

Cnr Memorial Drive & Endeavour Boulevard, North Lakes, QLD, 4509, Australia

Job Category

Employee Type

Temporary (TEMP)

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Secondary Hiring Leader - Matthew David Roberts

Maintain overall integrity of Home Claims Knowledge, with a focus on delivering Home strategy, regulatory and compliance requirements, and optimising business outcomes and customer experience.

A Home Knowledge Management Consultant is responsible for:

• Collaboratively supporting the Home Claims business functions with composing and maintaining technical workflows (process) and procedures in HIYA.


• Providing a central source to keep the C&A knowledge base up to date, presented in a usable format.


• Developing, deploying, and maintaining best practice knowledge, through the HiYA platform in order to sustain or improve the capability and effectiveness of Home Claims.


• Reporting and analysing data to monitor and identify continuous improvement opportunities in the effectiveness and use of HiYA for Home Claims, which may include user data and system enhancements.


• Supporting as a C&A Change Champion / Knowledge expert to identify departments, cross functional impacts and implement and embed knowledge changes as required.
  Validating and supporting the communication of knowledge (process and procedure) changes

POSITION ACCOUNTABILITIES

• Provide Home Claims knowledge creation and maintenance within agreed timeframe


• Manage and action knowledge requests within agreed timeframe


• Liaise with key subject experts / stakeholders to gather and document process information


• Accountable for developing, deploying, and maintaining best practice knowledge (quality and quantity) to sustain or improve the capability of Home Claims within expected timeframes


• Apply, monitor and ensure adherence to Knowledge Management design principles (design concepts, style guide and formatting) for all knowledge as required in accordance with control mechanisms


• Collaborate and support with the implementation, embedding and use of HIYA across Home Claims by building and maintaining relationships with cross business functions and stakeholders


• Support the C&A Knowledge Onboarding / Accreditation program with ongoing coaching and mentoring in knowledge best practices