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Claims Process Analyst
2 months ago
About Us
At Auto & General (A&G), we are dedicated to delivering innovative products and services that protect our customers during critical moments. Our diverse portfolio of general insurance offerings includes Car, Motorcycle, Home, Contents, Pet, and Travel Insurance, along with Roadside Assistance.
Our ethos of 'high performance with high integrity' shapes our values and guides our interactions with customers, the community, and each other. We are enthusiastic about the future and continuously seek talented, passionate individuals who can contribute to our mission of becoming Australia's premier insurer.
Role Purpose
The primary objective of the Claims & Assessing Division is to oversee the Claims Process, ensuring cost control while delivering a seamless experience for our customers.
The Claims Process Analyst will play a crucial role in the successful design and implementation of solutions for claims and assessment processes. This will involve analyzing new business workflows, product introductions, and operational enhancements. The analyst will be responsible for defining and documenting business needs, modeling business workflows, outlining IT functional specifications, and coordinating user acceptance testing.
Key Responsibilities
Requirements Gathering and Solution Design:
- Facilitating workshops and collaborating with relevant stakeholders and subject matter experts;
- Conducting comprehensive research, including user interviews, surveys, competitor analysis, and web analytics;
- Creating detailed business process maps to ensure clarity for all stakeholders;
- Translating requirements into user stories for the delivery team;
- When IT solutions are involved, converting business needs into functional and system specifications for the IT department.
Quality Management:
- Effectively managing issues and change requests to balance quality with cost and time considerations;
- Overseeing testing processes, including developing testing protocols and ensuring solutions meet original requirements;
- Monitoring post-implementation changes to ensure successful outcomes.
Project Contribution:
- Ensuring all documentation aligns with business understanding and adheres to A&G guidelines;
- Taking ownership of assigned deliverables and maintaining clear communication with the delivery team;
- Leading elaboration sessions and supporting the delivery team during sprints.
Stakeholder Engagement:
- Identifying and assessing process improvement opportunities and collaborating with the business to recommend solutions;
- Promoting a culture of continuous improvement and supporting change initiatives;
- Networking with internal and external resources to integrate best practices into projects.
Post-Implementation Support:
- Developing policy, procedure, and training materials as needed;
- Creating business process maps and reference materials to clarify system functionalities;
- Ensuring the Support & Testing Team is equipped with the necessary knowledge to assist with changes.
Qualifications & Experience
- 2 - 5 years of experience as a Business Analyst in transformation programs within an agile environment;
- Proficient in business process modeling and data mapping;
- Experience in regulated environments is advantageous;
- Strong stakeholder management skills with the ability to unify diverse viewpoints;
- Excellent interpersonal skills across all organizational levels;
- Ability to work collaboratively and independently, maintaining focus on objectives;
- Demonstrated experience in requirement elicitation and facilitation of workshops;
- Strong analytical and organizational skills, adept at implementing new processes;
- Exceptional problem-solving abilities, comfortable managing change and complexity;
- Passionate about enhancing customer and user experiences;
- Highly developed written and verbal communication skills;
- Experience in user acceptance testing management;
- Tertiary qualifications in a related field are preferred but not mandatory.
Our Benefits
- Location Flexibility – This role offers flexibility in work location.
- Additional Leave - Enjoy extra leave days, including a paid 'ME' day and volunteer leave.
- Parental Support - Paid parental leave and additional benefits for new parents.
- Community Engagement - Opportunities for workplace giving with matched donations.
- Professional Development - Access to internal programs and online courses for career growth.
- Employee Discounts - Discounts on insurance products.
- Recognition Programs - Employee recognition and reward schemes for high performance.
- Facilities - Excellent end-of-trip facilities and private spaces for nursing mothers.
- Social Activities - Engage in vibrant social and community events.
If you are looking for a new challenge and wish to contribute to a dynamic and evolving business, we encourage you to explore this opportunity.
