Manager, Claims Quality Assurance

1 week ago

Melbourne, Victoria, Australia Tal Services Limited Full time

Company Description

From the millions of Australians we protect, to those that make it happen every day at TAL, people really are what we're all about. We want to grow with you. Achieve with you. And support you to do your best work. That's why we're focused on developing leadership, promoting diversity, rewarding excellence and retaining great talent.

We're always looking for people who want to go further with us. People who do what's right, aim high, and work smart. Why not discover where we can go?

Job Description

This role is responsible for leading the Claims Quality Assurance teamand providing quality assurance in relation to claim assessment in line with the TAL claims quality framework and risk management principles.A key focus of this role is to promote a culture of risk management and continuous improvement by providing risk based detective controls and insights relating to claim assessment.You may be required to leadthe delivery of small to medium scale projectsor well-defined tasks on major projects to enable QA remediation or continuous improvementinitiatives.

Qualifications

  • Coordination of the delivery of the required audits and associated tasks for all Claims teams
  • Implementation of the TAL Quality Assurance Framework in line with risk management principles.
  • Coordination of all activities aligned to quality assurance, identification of key trends and associated periodic reporting obligations.
  • Lead the management of processes and record keeping associated with the issuing of delegations of authority.
  • Maintaining current knowledge of life insurance guidelines, processes and policy changes. Ensure that quality assurance practices reflect industry best practice and TAL processes and policies, providing clear communication of each of these in a simple and accurate manner to team members.
  • Liaise with the Claims Governance team and TAL Claims Team Managers, to ensure quality controls up to date and consistent with current policies.
  • Act as a subject matter expert in Claims Quality Assurance, conducting process reviews and initiating change in order to contribute to continuous improvement of services.
  • Build and maintain strong key stakeholder relationships and manages expectations in order to ensure the best service is delivered to customers.
  • Ensures standards are met and the governance framework adhered to in order to maintain service levels.
  • Analyses Management Information and identifies areas of improvement to drive operational efficiency and continuous performance of service and to promote our culture and values
  • If required, oversees and coordinates remediation/ continuous improvement projects:
    • works with stakeholders to define project scope and approach
    • prepares and maintains all project plans, reports and logs
    • creates and maintains project stakeholder and governance structures.
    • convenes and runs stakeholder meetings and facilitates stakeholder decision making.
    • ensures deliverables meet stated requirements / standards.
  • ensures delivery in line with TAL project management processes, governance and frameworks.Team Management
  • Operational management including daily work allocation and monitoring performance, resource management and team communication Use of operational reporting to ensure appropriate service and operational delivery
  • People management including recruitment and performance and development coaching of Claims Consultants' technical and business capabilities in line with the TAL capability framework
  • Accountable for driving TAL's Risk Culture across the team (as defined in the RMF) Monitoring and oversight to ensure compliance/adherence to the following:
  • TAL policies, procedures and guidelines ensuring claims management is in accordance with the TAL claims philosophy
  • External regulations (eg. Privacy and Life Insurance Code of Practice) and all relevant legislation and industry guidelines.

Additional Information

At TAL we value diversity in all its forms and are committed to fostering an inclusive and equitable culture for all our people. We encourage Aboriginal and Torres Strait Islander people, individuals from all backgrounds, including those with caring responsibilities, people living with disability, and individuals from the CALD and LGBTQI+ communities to apply. Even if you don't check every box in the criteria above, we encourage you to apply today or get in touch with us here.

To provide you with the best experience, we can accommodate you at any stage of the recruitment process. Simply inform our Recruitment team at any time.

TAL is recognised by the Workplace Gender Equality Agency as an Employer of Choice. We are proud to be a member of Diversity Council Australia and the Australian Network on Disability. For information on our reconciliation journey, take a look at our Innovate Reconciliation Action Plan.

We acknowledge the Traditional Custodians of the Land in which our Head Office is based, the land of the Gadigal people of the Eora Nation, and recognise their deep connections to the land, sea, and culture.
We extend this acknowledgment to the many Traditional Lands that we operate across and pay our respects to Elders past, present, and emerging.

#LI-Hybrid #LI-Claims #InsuranceClaims

Everyone at TAL has a responsibility to do the right thing and is accountable for the way they conduct themselves. Our expectations are that you follow the principles set out in our Code of Conduct when you come to work every day. Risk management is everyone's responsibility.

If you are already a TAL employee please apply via the SmartRecruiters button in Workday and navigate to the Employee Portal. This is important to ensure that your application is recorded accurately.

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