Technical Specialist Operations

Company Description

Welcome to This Australian Life.

From the millions of Australians we protect, to those that make it happen every day at TAL, people really are what we’re all about. We want to grow with you. Achieve with you. And support you to do your best work. That's why we're focused on developing leadership, promoting diversity, rewarding excellence and retaining great talent.

We're always looking for people who want to go further with us. People who do what’s right, aim high, and work smart. Why not see where we can go?

**Job Description**:
The Operations Technical Expert role plays a key role within the Sales and Operations teams. The role is responsible for the Technical Support/Training, increasing business knowledge and skill in a governance environment through the following process:

- Facilitate & deliver Technical Training sessions across Operations with the utilization of procedure documents/templates
- Ensuring that procedure documents reflect current processes & consistently reviewing procedures for alignment across Brands
- Offering preventable solutions to strengthen of business performance and high-quality outcomes
- Support Operations TL’s and providing input to training requirements/skill matrix
- Proving Operations support to Training new, upskill, cross skill existing staff
- Work collaboratively with offshore training team for aligned approach for Training
- Integrated training framework - reduce gaps in training/processing, identify risks in current processes
- Focus on improving QA results and closing skill gaps
- Designing training materials, quick reference guides etc. expand to an online training hub (yet to be developed)
- Design and deliver training to ensure any product and regulatory changes have been effectively operationalized
- Represent Operations from a training capacity to ensure training/support is delivered to support project deliverables
- Governance framework introduced and maintained for Apollo (Procedures/Templates) Monitor and plan for skill coverage and driving outcome of 80% (min) competency level of tasks across Operations (Onshore/Offshore)
- Identify improvements for skill gaps across TAL call centre, sales etc.

**Your Key Responsibilities**:
Provide technical SME training on Operations process and providing insights to support improvements to service and quality through the
following activities.
- Technical Training Support (in a scheduled environment) & Procedures utilized for training
- Consistently reviewing procedures to ensure processes accurately reflecting processes steps
- Work with governance support role to introduce and maintain skills across ALSL/Direct & Retail (Procedures/Templates) Monitor and plan for skill coverage and driving outcome of 80% (min) competency level of tasks across Operations (Onshore/Offshore)
- Work closely with Governance Support role to provide feedback on improvements to procedures/operations skill/capabilities
- Provide Technical SME support on processes and provide feedback on opportunity areas to strengthen processes
- Identify gaps in procedures that require updating/strengthening
- Pinpoint process breaks and offering solutions to help deliver process gaps
- Collaborating with Business Units to provide support/guidance with solutions to improve quality/processes
- Maintain a good working relationship with stakeholders include business partners, users, vendors, customers, project team members and management
- Ensure adherence with TAL’s Risk framework and guidelines
- Look for ways to improve own effectiveness and productivity
- High focus on improving Procedures Manual and ensuring procedures clearly reflects processing
- Ad-Hoc support for Technical expertise
- Participate in team activities with enthusiasm, humour and respect

**Qualifications**:

- High process awareness of Operations processes
- Technical/problems solving experience with Operations processes
- Extensive Technical knowledge of Life Insurance industry
- Strong written, oral and public speaking capability across all levels of the organisation
- Ability to identify process improvement opportunities and document these utilising various techniques and formats, e.g. user stories, process flows, wireframes
- High attention to detail and a rigorous focus on delivering high quality improvements
- A minimum of 2+ years in an administration environment
- Understands the importance of building positive working relationships
- Demonstrates knowledge of own role, business principles, policies, practices and trends
- Able to demonstrate analytical data and trends and provide insights for improvements
- Thinks innovatively and challenges the status quo

Additional Information

Work is a big part of this Australian life, and we work hard to make it one of the best parts. We don’t just say it; we do it. We offer a workplace that’s inclusive and flexible, supporting our people with options that let them make the most of their careers.

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