Knowledge Manager

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Brief Description

About the Role

As the Knowledge manager, you will be responsible for leading the Claims & Assessing Knowledge program of work by;

• Leading a central team of knowledge professionals and support co-authors from various C&A departments in the creation, development and use of internal knowledge content and governance framework.
• Leading quality assurance program across other knowledge writers, SME, reviewers and approvers
• Set and communicate clear targets for defining, measuring and improving business operations.
• Working with the broader Change Delivery Leadership Team, and C&A sponsors, to effectively prioritise and resource the C&A agreed portfolio of work
  
  

As the A&G Business Owner for the HIYA Platform;

• Coordinate and execute on contractual obligations (vendor management)
• Lead A&G community practice
• Accountable for user access and administration
• Accountable for development of BCP and operational incident processes
• Direct leadership accountability for the knowledge management team.
  
  

Position Accountabilities

• Partner with key stakeholders and business functions regulate and prioritise the ongoing development of knowledge content for publication (transition, develop and change management)
• Regulate and prioritise the ongoing change/new requests development of C&A knowledge for publication to meet go live dates or timelines
• Accountability for the overall C&A knowledge base integrity and relevance by routinely auditing to ensure all content remains relevant and up to date and aligns to business strategy and knowledge governance frameworks.
• Work closely with the C&A business functions, A&G KMS Group and knowledge consultant's/authors to maximise in-built reporting capabilities which detail uptake, productivity, governance, compliance and operational KPIs.
• Work with our KMS Vendor and A&G Knowledge Forum to ensure we remain up to date on database practices, capability and efficiency.
• Partner with business to onboard and train new end users in the KMS usage expectations and leverage benefits provided by the KM platform
• Work closely with the C&A business functions and A&G KMS Group to establish and maintain a cohort of knowledge professionals.
• Identify and report potential risks or inadequate controls related to compliance or operational risks.
• Champion a culture of risk and compliance across the division
• Maintain awareness, understanding and compliance with Company policies and procedures, including the on-time completion of mandatory training.
  
  

What experience you'll bring;

• Experience with Insurance terminology and an understanding of Claims Process.
• Well-developed and demonstrated understanding of the Legislative, Regulatory, and Compliance obligations to operate in the FSR environment.
• Understanding of Project and change management
• 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
• Demonstrated ability to apply quality written, verbal and interpersonal skills, including the ability to interpret and apply policy, guidelines, business rules, analyse system processes and process map solutions
• Experience leading and working with knowledge teams, including strong leadership skills, KPIs, targets and deliverables
• Demonstrated high level collaboration and communication skills exposure to a Contact Centre environment highly desirable
• Experience in Verint KM Pro (HIYA) is desirable
• Experience with Atlassian tools – Confluence & JIRA
  
  

The Benefits of working with us;

• Location – This role will be based at our Kawana or North Lakes office - a convenient location close to local retail, restaurants and other amenities.
• 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.
• 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

At Auto & General (A&G), we provide great products and services to safeguard our customers in their time of need. Our range of general insurance products protect customers on the road, at home and on holiday with various Car, Motorcycle, Home, Contents, Pet products as well as Roadside Assistance.

Our culture of 'high performance with high integrity' underpins our values and the way we interact with our customers, the community and each other. 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.

If you are seeking a new challenge and would enjoy the opportunity to work in a growing and changing business, click on the APPLY NOW button and submit your application.

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.

Seniority level

• Seniority levelMid-Senior level

Employment type

• Employment typeFull-time

Job function

• Job functionInformation Technology
• IndustriesInsurance

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