Key Account Development Manager

24 hours ago

North Lakes, Queensland, Australia Auto & General Full time

About us

We are the fastest growing major Motor and Home insurer in Australia. Our mission is to safeguard a brighter future for our customers through innovative insurance products and solutions, delivered through our multi-award-winning brand Budget Direct and partnerships with leading brands like ING, Qantas and Virgin Money.

Our range of general insurance products protects customers' most valued possessions on the road, at home, and on holiday, including Car, Motorcycle, Home, Contents, Pet and Travel Insurance, as well as Roadside Assistance.

Ours is a culture of 'high performance with high integrity', where we interact with our customers, the community, and each other based on shared values. We're excited about the future and always look out for talented individuals who can help us achieve our goal of being Australia's best insurer.

The role

The core purpose and function of the Claims & Assessing Division is to manage the claims process efficiently while ensuring seamless customer experiences.

We aim to provide prompt service with personal attention to all customers while remaining vigilant in managing incurred costs.

The C&A Change Delivery Team's objective is to:

  • E nsure delivery of initiatives using project and change management expertise
  • Work with the business to deliver problem definition and solution design with business and process analysis expertise
  • Enable every member of the C&A team to understand the skills and processes required to implement change successfully in the business
  • Deliver excellence in day-to-day operational support

Reporting to the Delivery Manager, the Business Analyst will ensure the successful design and development of solutions for Claims and Assessing, including analysis activities for new business processes, new products, and operational process improvements.

This involves defining and documenting business requirements, modeling business processes, defining and documenting IT functional specifications, and coordinating user acceptance testing.

Gathering system and process requirements and designing innovative solutions to business problems requires facilitating workshops and engaging with relevant stakeholders and subject matter experts; conducting field and desk research, including user/stakeholder workshops, interviews, onsite observations, user surveys, competitor analysis, and web analytics; developing business process maps to ensure clarity around processes for all stakeholders;

and translating business requirements into functional and system/I.T. requirements and specifications, briefing these into the IT department.

Delivering a quality outcome involves effectively managing issues, change requests, and testing, including:

  • Effectively managing any issues and subsequent change requests to balance the need for quality with cost and timeliness impacts;
  • Testing, including developing the testing and approval process, briefing the testing team(s), and ensuring that the solution fully meets original requirements;
  • Monitoring changes post-implementation to ensure success;

Contributing to project and program delivery includes actively managing artefacts, such as user/business requirements, sitemaps, wireframes, proposals, scopes, and project plans; taking accountability for assigned deliverables and ensuring effective and transparent communication with the project team.

Building confidence with stakeholders, creating positive relationships, and credibility involves working collaboratively through investigating and measuring process-improvement opportunities and working with the business to recommend and implement solutions;

supporting the continuous improvement culture by acting as a strong supporter of change; remaining a positive and proactive contributor; networking with internal/external resources to bring best practices to projects/organisation;

ensuring changes are effectively supported once implemented, including policy, procedure, and training material/user guides as appropriate; business process maps; reference material to provide clarity of system functionality; and ensuring the Support & Testing Team have the necessary knowledge to support the change.

Any other reasonable duties to ensure effective delivery of changes across C&A.

What experience you'll bring

  • Tertiary qualifications in a related discipline
  • Minimum of 2-5 years' experience as a Business Analyst
  • Strong business process modelling (BPMN, Visio), As-Is/To-Be process mapping, and data models
  • Highly developed written and verbal communication skills
  • Facilitation skills
  • Stakeholder management
  • Excellent interpersonal and relationship management skills, with the proven ability to work at all levels of an organisation
  • A superior level of attention to detail and accuracy
  • The ability to work autonomously while maintaining focus
  • Experience in managing and completing user acceptance testing
  • Must be a strong problem solver, comfortable with complexity and ambiguity
  • A passion for User Experience

Our perks

  • 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
  • Perks App - Access to an employee benefits and discounts app called 'Perks' offering great discounts, offers, and programs across a range of areas

We value individual differences and believe in fostering an inclusive culture that creates a great place to work for all.

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