Claims Transformation Specialist

3 weeks ago

North Lakes, Queensland, Australia Auto & General Full time

About Us

Auto & General is Australia's fastest-growing major Motor and Home insurer. We provide insurance solutions to safeguard a brighter future for our customers, delivered through our multi-award-winning brand Budget Direct and partnerships with leading brands - ING, Qantas, and Virgin Money.

We protect our customers' most valued possessions on the road, at home, and on holiday with Car, Motorcycle, Home, Contents, Pet, and Travel Insurance products as well as Roadside Assistance.

We value 'high performance with high integrity' and strive to interact with our customers, community, and each other in alignment with our values. If you're passionate about helping us achieve our goal of being Australia's best insurer, let's work together.

The Role

The Claims & Assessing Division aims to manage the Claims Process effectively while providing our customers with a seamless experience. Our primary objective is to offer prompt service with personal attention to all customers while managing incurred costs vigilantly.

The C&A Change Delivery Team focuses on delivering initiatives with project management expertise, working with the business to define problems and design solutions with analysis expertise, enabling team members to understand change implementation requirements, and ensuring day-to-day operational support excellence.

Reporting to the Delivery Manager, the Claims Transformation Specialist will ensure successful solution design and development for Claims and Assessing, including analysis activities for new business processes, new products, and operational process improvements.

This role involves defining and documenting business requirements, modeling business processes, defining IT functional specifications, and coordinating user acceptance testing. Key responsibilities include:

  • Facilitating workshops and engaging stakeholders and subject matter experts;
  • Conducting research, such as user/stakeholder workshops, interviews, onsite observations, user surveys, competitor analysis, and web analytics;
  • Developing business process maps to clarify processes for all stakeholders;
  • Where IT system solutions are included, translating business requirements into functional and system requirements and briefing these into the IT department.

Key Deliverables

  • Gathering system and process requirements and designing innovative solutions to business problems;
  • Facilitating workshops and engaging relevant stakeholders and subject matter experts;
  • Conducting field and desk research;
  • Developing business process maps;
  • Defining and documenting business requirements;
  • Modeling business processes;
  • Defining IT functional specifications;
  • Cordinating user acceptance testing.

You will also contribute to project and program delivery by actively managing artefacts, taking accountability for assigned deliverables, and ensuring effective communication with the project team.

We value collaboration, positive relationships, and credibility by working proactively, investigating process-improvement opportunities, and recommending solutions. We foster a continuous improvement culture by acting as strong supporters of change and remaining proactive contributors.

We ensure changes are supported post-implementation, including policy, procedure, training material/user guides, business process maps, reference material, and necessary knowledge for the Support & Testing Team.

We seek experienced professionals who can help us achieve our goal of being Australia's best insurer. Apply today if you're looking for a new challenge and would enjoy working in a growing and changing business.

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

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