Quality Assurance Manager

7 months ago

Melbourne, Australia Hostplus Full time

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**Job no**: YJEHB

**Category**: Insurance Operations, Claims

**How will you make an impact?**

Are you driven by the desire to create a positive difference in the lives of our members?

In this role, you will be instrumental in establishing and upholding our quality assurance program within the insurance claims team and providing our members with an exceptional level of customer service when managing their super.

**The Opportunity**

The primary responsibility of this role is to establish and uphold the quality assurance program, ensuring that stakeholders adhere to the fund's core values and reflect our strong brand. Emphasis will be placed on continuous improvement across processes, systems, and team skills, with the role tasked with implementing necessary actions to enhance these areas. Additionally, this position will establish a comprehensive governing framework to oversee the end-to-end view, enabling the fund to understand and respond to customer expectations effectively. This proactive approach will drive future changes and the development of service and quality governance models.

**The key responsibilities include**:

- Being responsible for the quality framework and support with evaluations for the team;
- Performing quality checks and audits to deliver improved levels of quality service through innovation and the use of best practice processes;
- Ensuring adherence with all compliance and quality assurance requirements;
- Providing technical knowledge on claims and insurance related matters;
- Establishing the end-to-end quality framework across all distribution models;
- Management of a framework to seek a deep understanding of the customer expectations across all servicing channels;
- Governing models across training and knowledge to ensure all relevant parties are compliant and up to date with knowledge;
- Integration of the funds brand and core values into the fund’s services and distribution model;
- Participation across projects of work to ensure tracking of quality programs and outcomes are tracked and monitored;
- Identification and responsibility to drive changes that provide great outcomes for our members and employers and drives cost efficiencies;
- Identifying risks and opportunities and initiating process improvements across claims procedures;
- Conducting and participating in all applicable audits including internal quality and efficiency audits.

**About you**:
Additionally, we are seeking an individual with strong interpersonal skills and a track record in process re-engineering, as well as developing governing models and frameworks.

**What can we offer you?**

Our employees are passionate about what we do and are proud to be part of an organisation which helps everyday Australians achieve a brighter future. We value diversity of thought and have an open and flexible workplace. Some industry leading benefits we offer include:

- Hybrid and flexible work environment
- 15% superannuation
- Additional paid leave over Christmas and New Year
- Additional 5 days paid “flex leave”, so that you can take time out when you need it
- 18 weeks paid parental leave
- 3 days community service leave
- 4 weeks paid gender affirmation leave
- Access to long service leave at 5 years
- Access to subsidised financial advice
- Dedicated per person development budget to support your growth

Just to name a few

**About us**:
At Hostplus, we passionately provide our over 1.7 million members with the best possible service; constantly looking for new ways to deliver better value while helping members get the most out of their super. We are inspired to help our members achieve greater security for their future and ensure they retire with dignity.

Your role at Hostplus will make a difference, whether you're in marketing, financial advice, operations or any of our other divisions - you'll be contributing to ensuring our members retire with the best possible outcomes, and what better feeling is there than knowing your role helps someone to retire with dignity and security?

**Our commitment to diversity and inclusion**:
We are passionate about creating an inclusive workplace that promotes and values diversity. We believe diversity of thought, background and experience strengthens relationships and delivers meaningful benefits to our people, our members, and the communities we operate in.

**How do I apply?

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