Operational Improvement Specialist

Auto & General; North Lakes; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Bonuses

Volunteer days

ME day

Parental leave

Additional leave to cover big stuff

Learning and development opportunities

Wellbeing support

Insurance discounts

Rewards Gateway access

On-site events

Family fun days

Annual celebrations

Job summary

Auto & General is seeking an Operational Improvement Specialist to investigate control breakdowns and implement practical changes to prevent customer harm and regulatory non-compliance. The role supports the first line of defence by upholding risk management standards, updating procedures, and embedding new controls across people, process, and data.

The ideal candidate will have at least 1 year in claims management, strong workplace communication, and the ability to analyse insurance claims and

Qualifications

• 1 year of experience in claims management is required.
• Ability to analyse insurance claims and present findings.
• Use and understand specialist terminology in insurance claims.

Responsibilities

• Support first-line prudential controls and operational improvements.
• Investigate control breakdowns to prevent customer harm or non-compliance.
• Design and implement control uplifts with stakeholders.
• Document updated procedures and monitor effectiveness of changes.
• Assist with assurance reviews and tracking uplift actions.

Skills

Claims handling

Workplace communication

Insurance claims analysis

Specialist terminology in claims

Research presentation

Job description

The Role

The Operational Improvement Specialist is a Line 1 execution role responsible for investigating control breakdowns that may result in customer harm or regulatory non-compliance and undertakes the practical work required to prevent recurrence.

Risk Accountabilities: Line of Defence

The First Line of Defence is accountable for adhering to the A&G Risk Management Framework and owns the risks, obligations, issues, and incidents within their area, including their resolution.

Key element of first line of defence:

• Accountability: Responsible for ensuring activities align with the organisation's risk management framework. First line "Accountable Executives" are accountable for the risks within their business.
• Ownership: Primary owners of risks, obligations, issues, and incidents within their operations
• Resolution: Responsible for taking action to mitigate risks, address issues, and resolve incidents.
• Support the end to end investigation of operational incidents, near misses and control failures to cease customer harm.
• Identify breakdowns across people, process, system, data and governance dimensions.

Control Uplift

• Design and implement operational changes to address identified root causes.
• Update procedures, workflows and control documentation as required.
• Partner with business stakeholders to embed new or enhanced controls.
• Validate that implemented changes are effective and sustainable.
• Monitor for recurrence and adjust controls where required.

Obligations & Assurance Response

• Analyse findings from assurance reviews, control testing and regulatory reviews.
• Translate obligation gaps into operational control requirements.
• Implement control design or process changes to strengthen compliance.
• Track and co-ordinate delivery of agreed uplift actions in the business.

System & Data Requirements

• Define business requirements for system or workflow changes required to address root causes.
• Liaise with stakeholders to implement and embed changes.
• Work with data teams to design exception reports, develop monitoring triggers and improve detection controls.
• Ensure controls are measurable and supported by reliable data.

Other Duties

• Take all reasonable directions from leaders to comply with the organisation's WHS protocols. WHS is everyone's responsibility.
• Any other ad hoc duties as reasonably directed by your leadership team.
• Ensure the Governance, Risk and Compliance system is an accurate reflection of current status and activity.

What You’ll Be Doing

Essential

• Claims Handling Capability Level 1
• Minimum 1 year of experience working in claims management
• Successful workplace communication, Analyse Insurance Claims, Use specialist terminology in insurance claims, Analyse and present research information
• Claims Handling Capability - Pack 7 - Business Improvement
• Analyse and present information, implement customer service strategies, participate in negotiations, lead effective workplace relationships, co-ordinate business operational plans, and develop personal work 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.

*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.

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