Process Optimisation Specialist

2 weeks ago

North Lakes, Queensland, Australia Auto & General Full time
Operational Excellence Lead

Purpose of Role

The Operational Excellence Lead will play a pivotal role in driving process excellence and delivering exceptional service and strong cost outcomes through continuous improvement and optimisation of motor claims processes across the motor claims journey.

This role will be responsible for analysing and identifying areas of improvement, implementing effective strategies and optimising workflows across the end-to-end motor claims journey.

Key Responsibilities

  • Process Analysis: Conducting thorough analysis of existing claims processes to identify bottlenecks, gaps, handoffs and areas for improvement that drive efficiency and accuracy and improve overall claim outcomes.
  • Development and implementation of optimisation strategies: Working with key stakeholder groups across the business to identify automation opportunities, implement digital solutions and leverage technology to enhance efficiency, reduce costs and improve claim outcomes.
  • Performance monitoring and reporting: Develop performance metrics and implement tracking systems to monitor the effectiveness of process optimisation initiatives.
  • Stakeholder engagement, collaboration and communication: Foster effective relationships with key stakeholders to support engagement and effective optimisation outcomes. It will be essential to gather feedback, address concerns and ensure smooth implementation of optimisation initiatives and monitoring to assess embedment. There will be a need to collaborate and communicate with a broad range of stakeholders including managers, leaders, consultants and other relevant departments to ensure alignment, knowledge sharing and the optimal outcomes are delivered for the business.
  • Training and change management: Provide process training and support to team members on new processes, systems and tools implemented as part of the optimisation initiatives. This involves leading change management efforts, identifying training needs and ensuring that employees are adequately prepared to adopt the new ways of working.
  • Data Analysis and Reporting: Utilise data analysis tools and techniques to develop process insights and provide accurate and insightful reports that support successful embedment of optimisation initiatives.
  • Leadership and Influence: Exhibit strong leadership skills by inspiring, motivating and influencing team members to identify process and system opportunities by fostering a culture of continuous learning, collaboration and excellence.

About You

  • Well-developed and demonstrated understanding of the legislative, regulatory and compliance obligations to operate in Motor Claims
  • Excellent analytical, problem solving and decision making skills
  • Exceptional communication (both verbal and written) and interpersonal skills, with the ability to liaise effectively with various stakeholders.
  • Demonstrated ability to effectively engage, influence and develop others
  • High level conceptual, analytical and problem-solving skills and the ability to develop innovative solutions.
  • High level project management experience i.e. an ability to deliver results to agreed timeframes.

Benefits

  • Location – This will be based in either Kawana or North Lakes office.

Auto & General values individual differences and believes in fostering an inclusive culture that creates a great place to work for all.

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