Process Enhancement Consultant

Overview

Make a difference as a Process Enhancement Consultant – Claims Operations (RACQ Insurance)

From September 2025, RACQ’s insurance arm began a long-term strategic alliance with IAG. RACQ Insurance helps members live and move safely, securely and sustainably into the future. We’re proud to continue delivering trusted cover and local care, while embracing new opportunities to support our communities.

Your Role

Are you passionate about driving operational excellence and improving customer outcomes through smart process and knowledge design? We’re looking for a Process Enhancement Consultant to join the RACQ Insurance Strategy Capability & Delivery team and play a pivotal role in shaping how we work. This is a fantastic opportunity to influence end-to-end claims handling processes, enhance knowledge management, and support a culture of continuous improvement.

In this role, you’ll be responsible for developing and maintaining process documentation, identifying and resolving process gaps, and supporting the evolution of our Claims Knowledge Centre. You’ll work closely with stakeholders across the Insurance division to map the processes and ensure they are well-communicated, accessible, and aligned with best practice principles. Your ability to translate operational insights into actionable improvements will be key to success.

We’re seeking someone who thrives in a collaborative environment, is confident facilitating workshops, and can bring structure and clarity to complex workflows. If you’re a critical thinker with a passion for process optimisation and stakeholder engagement, we’d love to hear from you.

This is a Max-Term Contract role until 30 September 2026, and we welcome applicants from Meanjin (Brisbane).

About You

- 3+ years’ experience in process development and documentation, preferably within a claims function in a large corporate environment
- Proven ability to analyse and document business processes, including workflow modelling
- Solid experience in writing knowledge articles and support documentation
- Strong time management and prioritisation skills, with the ability to manage multiple tasks
- Ability to work within a complex stakeholder environment and to negotiate and balance conflicting ideas and opinions
- Excellent communication and interpersonal skills, with the ability to engage technical and non-technical audiences
- Demonstrated creative problem-solving and decision-making capabilities
- Proficient in Microsoft Office and experienced in SharePoint design
- Ability to work independently and collaboratively in a high-performing team environment
- Experience facilitating workshops and training sessions related to process documentation

Applications close Friday 3 October 2025, 23:59 AEST.

Make sure to discuss all internal applications with your current manager before applying

Joining RACQ Insurance, you’ll have access to a raft of benefits from across the Group:

- Boosted superannuation with 13% as standard
- Up to 50% off personal insurance, including home and motor insurance
- 5 myLeave days per year on top of annual leave
- Work from home and many more flexibility options with myFlex
- Industry-leading 20 weeks paid parental leave, available from the day you start, for both primary and secondary carers
- Dedicated career growth programs, including the award-winning IAG Academy
- Award-winning recognition and reward program

Employment type eligibility criteria apply

About Us

As part of IAG you'll enjoy a world of career opportunities, a purpose-led place focused on creating connection and belonging, and where you can create meaningful impact every day and grow your career beyond the expected. We celebrate all viewpoints shaped by life experiences and culture, and are guided by the knowledge and voice of Aboriginal and Torres Strait Islander peoples, businesses, and communities. We collaborate on Indigenous-led solutions that enable growth and create meaningful change for our customers and employees.

We’re ready for you. Apply today.

Learn more about who IAG is here.

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