Group Administrator

Company Description
**Welcome to This Australian Life.**

We believe life insurance has a special role in our community, and that Australian families place their trust in TAL.

This purpose is at the heart of our business and it is why we come to work each day.

We believe that the most important part of life isn't the things we own, but the experiences we share with the people we love.

That's why we do what we do, protect what matters most, so that our Fund Partners' members and their families have the freedom to keep living the life they planned, no matter what happens.

**Job Description**:
As an administrator for the Group Administration Team, you will be assisting the Team Leader and the Underwriting Teams in the delivery of service against key metrics (SLA and Quality), while also driving a high performance culture within the team. You will also work closely will all business units to ensure ongoing growth and success.

With the increasing legislative changes and heightened regulatory expectations, governance of processes and procedures is becoming fundamental to business practices. The Group Administrator will assist the Team Leader in the development of the group operations to ensure KPI’s are achieved.

Your main accountabilities:

- Managing day to day workflow to ensure meeting set KPI targets (SLA’s and quality)
- Working with the team alongside the team leader to identify knowledge gaps and create plans to address any issues
- Ensure day to day compliance requirements are met, as per TAL guidelines with emphasis on the protection of sensitive customer information and develop frameworks to monitor this when quality checking
- Identify, investigate and manage compliance incidents. Undertaking root cause analysis and providing feedback / findings to leadership team
- Handling complex cases and complaint escalations and workflow monitoring
- Manage stakeholder (internal and external) relationships. Relationships with stakeholders include:

- Underwriting
- Member Services
- Client Partnership team
- Fund partners and Fund Administrators
- users,
- Service providers
- Members of Fund partners
- Project team members and management leaders
- Communicates with positive impact across wider business areas. Informs with timeliness and setting context
- Proactively identifies customer issues and opportunities to resolve them
- Implements changes that create value for customers and partners
- Communicates openly to engage customers, peers & partners using a variety of communication strategies (face-to-face, written, telephone, group presentation)
- Explore solutions to improve effectiveness and productivity across the team
- Assist team leader to ensure any activities performed provide measurable outcomes with the customer in mind

**Qualifications**:
Qualifications and Experience

**Essential**
- Experience in group administration,
- Demonstrated ability to ‘think laterally’ and proactively ‘problem solve’

**Desirable**
- Strong technical knowledge of Life Insurance business
- Demonstrated experience in Superannuation and / or Insurance Industry

**Knowledge and Technical Skills**
- Strong interpersonal and relationship building skills
- Proven achievement as a cultural change agent
- Excellent negotiation, consultation and collaboration skills demonstrated at internally and externally
- Ability to effectively manage concurrent projects and initiatives at once and to deadlines
- Strong written, oral and public speaking capability across all levels of the organisation
- Demonstrates a positive can-do attitude and approach
- Ability to work autonomously
- High attention to detail
- Ability to identify process improvement opportunities
- Good attention to detail and a rigorous focus on delivering quality output
- Strong technical knowledge of Life Insurance and / or Superannuation business

Additional Information
**What are our employee benefits?**
- A generous company paid life insurance and super plan
- Recognition and reward programs that acknowledge great work
- Coaching, mentoring and training programs
- Flexible work and leave options to support study, family and lifestyle
- A focus on wellbeing including health and product discounts

At TAL, we look for people who represent our diverse Australian community; people who embrace our spirit and inspire confidence in their colleagues, customers and community.

We offer a workplace that’s inclusive and flexible, supporting our people with options that let them make the most of their careers.

**Please note**

Applicants must be an Australian or New Zealand Citizen or Permanent Resident to apply.

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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 i