Knowledge Writer

Auto & General Australia; City of Brisbane; On-site; AUD 95,000 - 120,000; Full time

Benefits offered by this job

Bonuses

Volunteer days

ME day

Parental leave

Learning & development

Wellbeing program

Job summary

Auto & General Australia is seeking a Recoveries & Settlements Knowledge Writer to drive operational excellence by improving motor claims procedures across the Third Party Recoveries & Settlements team. You will collaborate with consultants, leaders and managers to maintain workflows in HIYA and ensure knowledge is current.

The role focuses on best-practice knowledge, regular reviews with SMEs, and engaging a broad set of stakeholders to achieve optimal business outcomes.

Qualifications

• Technical writing experience producing, reviewing and documenting procedures to a high standard and aligned with style guides.
• Ability to translate complex information into clear written format.
• Strong analytical, problem solving and decision-making skills.
• Excellent verbal and written communication and interpersonal skills.
• Ability to tailor communication to different stakeholders and teams.
• Effective time management, planning and prioritisation, with adapting to changing priorities.

Responsibilities

• Knowledge Writing & Maintenance: compose and maintain technical workflows (process) and procedures in HIYA; ensure procedures align with C&A Design principles and present in an easy-to-find format.
• Best Practice: develop, deploy, and maintain knowledge to sustain or improve capability.
• Develop & Implement a Knowledge Review Strategy: collaborate with stakeholders and SMEs to refresh procedures regularly.
• Stakeholder Engagement, Collaboration, & Communication: build relationships with managers, leaders, consultants and other departments to ensure alignment and outcomes.
• Change Champion: act as Recoveries & Settlements change champion to identify impacts and embed knowledge changes.
• Data Analysis & Reporting: monitor HIYA usage and identify continuous improvement opportunities.

Skills

Technical writing

Information gathering

Translate complex info

Analytical thinking

Communication

Stakeholder engagement

Time management

Job description

The role

The Recoveries & Settlements Knowledge Writer will play a crucial role in driving operational excellence to support delivering exceptional service and strong cost outcomes through continuous improvement of motor claims procedures across the Third Party Recoveries & Settlements team.

Brief Description

The role

The Recoveries & Settlements Knowledge Writer will play a crucial role in driving operational excellence to support delivering exceptional service and strong cost outcomes through continuous improvement of motor claims procedures across the Third Party Recoveries & Settlements team.

The role will collaborate with various stakeholders across the Third Party Recoveries & Settlements team, including consultants, leaders and managers along with other stakeholders from across the group as required.

Business Function

• Knowledge Writing & Maintenance: Support the Recoveries & Settlements business functions with composing and maintaining technical workflows (process) and procedures in HIYA. Ensure procedures align with the C&A Design principles and it is presented in an easy to find and user friendly format.
• Best Practice: Developing, deploying, and maintaining best practice knowledge in order to sustain or improve the capability and effectiveness of Recoveries & Settlements.
• Develop & Implement A Knowledge Review Strategy: Working with key stakeholders and SMEs to complete a regular review of procedures to ensure knowledge is always being refreshed and kept up to date
• Stakeholder Engagement, Collaboration, & Communication: Foster effective relationships with key stakeholders to support engagement. It will be essential to gather feedback, address concerns, and ensure smooth implementation of procedures. There will be a need to collaborate and communicate with a broad range of stakeholders, including managers, leaders, consultants, and other relevant departments to ensure alignment and optimal outcomes are delivered for the business.
• Change Champion: Support as a Recoveries & Settlements Change Champion/Knowledge expert to identify department, cross functional impacts and implement and embed knowledge changes as required.
• Data Analysis & Reporting: Monitor and identify continuous improvement opportunities in the effectiveness and use of HIYA for Recoveries & Settlements, this may include user data and system enhancements

What Experience You’ll Bring

• Demonstrated experience in technical writing including producing, reviewing and documenting to a high standard specific to process and procedure writing, and ensuring accuracy and adherence to relevant style guides and standards from effective information gathering.
• Proven ability to translate complex information into a clear and logical written format.
• Excellent analytical, problem solving and decision making skills.
• Exceptional communication (both verbal and written) and interpersonal skills, with the ability to liaise effectively with various stakeholders.
• The ability to work effectively with all levels of business and technical teams, and to be able to tailor your communication style accordingly.
• Effective time management, planning, and prioritisation and the ability to manage changing priorities.

The Benefits Of Working At A&G

• Be rewarded - we recognise high performance and reward our people for their hard work through bonuses and other perks.
• Options for leave - life happens, so we’ve got volunteer days, an additional paid ‘ME’ day, paid parental leave and the opportunity to purchase additional leave to cover all of the big stuff.
• Grow with us - we’ve got learning and professional development opportunities to suit everyone.
• Give back - our A&G Difference program gives you the power to change our community for the better through volunteering, fundraising and donation opportunities for causes that you’re passionate about.
• Take care of yourself - your wellbeing is important to us and our healthy mind and body hub, mental-health support and fitness discounts will help you be your best self.
• Celebrate the wins - we love sharing our successes and celebrating together - join us and you’ve got a ticket to our many on-site events throughout the year, family fun days and annual celebrations.
• Save money - as well as discounts on insurance products, we’ve teamed up with some incredible retailers, hospitality providers and others to bring you discounts on your purchases, no matter where you are in Australia.
• Access to A&G’s employee reward and recognition platform, powered by Rewards Gateway - Enjoy a wide range of benefits, including personalised rewards & peer-to-peer recognition, exclusive discounts & savings across more than 600 top retailers and a comprehensive recognition program that celebrates milestones and achievements - helping you feel valued every step of the way.

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!

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

• A note from Auto & General to recruitment agencies: We politely ask that you avoid making any approaches or sending any unsolicited resumes to our Recruitment Team or Hiring Leaders across our business. Auto & General is not responsible for any fees related to unsolicited resumes.