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 Technical Specialist Support role plays a key role across Individual Life and is responsible for managing complaints escalated end to end for resolution. It will work closely with the teams to establish process breaks and driving process improvements across the wider business for preventable causes by:

- Being innovative and driving process improvements
- Offering preventable solutions to strengthen of business performance and high-quality outcomes

Your responsibilities:
Resolution and responsible for answering Complaints escalations for Operations for complex requests received (processing end to end), focusing on first point resolution
- Pinpoint process breaks and offering solutions to help deliver process gaps
- Conduct root cause analysis
- Recording and analyse escalations/quality data for process gaps and actively offering solutions for improvements
- Collaborating with Business Units to provide support/guidance with solutions to improve quality/processes
- Provide coaching, support and feedback to both onshore and offshore teams to improve the customer experience through high quality outcomes
- Manage stakeholders (internal and external) building relationships inclusive of onshore & offshore, Sales
- Demonstrate improvements resulting in NPS (voice of the customer), quality results
- Maintain a good working relationship with stakeholders includes: 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
- Provide Technical Support to Service Specialists for complex complaints
- Provide feedback on data input for complaints being logged
- Participate in team activities with enthusiasm, humor and respect
- Inbound/Outbound calling for Customers/Advisers

**Qualifications**:
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
- Strong Customer service experience
- A minimum of 2+ years in an administration environment
- Extensive Technical knowledge of Life Insurance industry
- Experience with process improvements
- 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.

We know the value of having different people from all walks of life, with varied points of view and attributes regardless of their age, ethnicity, religion, sexual orientation, gender identity, intersex status or any disabilities they might be living with. We strive for a diverse and inclusive workplace where a sense of belonging encourages people to bring their full selves to work.

Everyone at TAL has a responsibility to do the right thing and is accountable for the way they conduct themselves. Our expectations are that you follow the principles set out in our Code of Conduct when you come to work every day. Risk management is everyone’s responsibility.

Everyone at TAL has a responsibility to do the right thing and is accountable for the way they conduct themselves. Our expectations are that you follow the principles set out in our Code of Conduct when you come to work every day. Risk management is everyone’s responsibility.