Team Leader Optimisation

About the Role

Leading a team of Home Knowledge Content Writers and Subject Matter Experts (SMEs) to maintain overall integrity of Home Claims Knowledge and support all initiatives to ensure Home is correctly represented, with a focus on delivering Home strategy, regulatory and compliance requirements, and optimising business outcomes and customer experience.

Position Accountabilities

• Supporting the Home Claims Knowledge Writers and SMEs with composing and maintaining procedures in HIYA and providing knowledge across all initiatives that affect Home.
• Developing, deploying, and maintaining best practice knowledge, through the HiYA platform and Initiatives to sustain or improve the capability and effectiveness of Home Claims.
• Reporting and analysing data to monitor and identify continuous improvement opportunities for Home Claims, including the effectiveness and use of HIYA for Home Claims, and system enhancements.
• Coaching and supporting the Knowledge Writers and to meet all KPIs.
• Demonstrating the A&G Behaviours at all times, leading by example, and increasing engagement with direct reports and the wider Home Claims team.
• Validating and supporting the communication of knowledge for process, procedure and system changes.
• Provide Home Claims knowledge creation and maintenance within agreed time frames.
• Liaise with key stakeholders, including Delivery teams across Home, C&A and A&G.
• Accountable for developing, deploying, and maintaining best practice knowledge to sustain or improve the capability of Home Claims within expected timeframes.
• Collaborate and support the implementation, embedding and use of HIYA across Home Claims by building and maintaining relationships with cross business functions and stakeholders.
• Support the C&A Knowledge Onboarding / Accreditation program with ongoing coaching and mentoring in knowledge best practices.

• Support all delivery teams across Home, C&A and A&G.

• What experience you'll bring

• Demonstrated experience in technical writing including producing, reviewing and documentation to a high standard specific to process and procedure writing.

• A minimum of 12 months experience in Home Claims.
• The ability to work effectively with all levels of business and technical teams, and to be able to tailor your communication style accordingly
• Apply quality written, verbal and interpersonal skills, including the ability to interpret and apply policy, guidelines, business rules, analyse system processes and process map solutions
• Effective oral and written communication and presentation skills including knowledge of grammatical structure and content
• Demonstrated skills in critical thinking; attention to detail; and problem-solving skills
• Effective time management, planning, and prioritisation and the ability to manage changing priorities
• Proven ability to work effectively both autonomously and in a team-based environment.

• Demonstrated understanding of the Legislative, Regulatory, and Compliance obligations to operate in the FSR environment.

• Our Perks

• Location – This role is based at our Kawana or North Lakes office - a convenient location close to local retail, restaurants and other amenities.

• 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.
• Save money - as well as discounts on insurance products, we've teamed up with some incredible retailers, hospitality providers and others to bring you discounts on your purchases, no matter where you are in Australia.
• Reward and recognition - We reward high performance with employee recognition, reward and incentive schemes.
• Get social - Join our vibrant social and community activities including annual celebrations, family fun days and regular events across each of our sites.

About us

Auto & General (A&G) is the fastest-growing major Motor and Home insurer in Australia, providing insurance products and solutions to safeguard a brighter future for our customers and community.

Our range of general insurance products including Car, Motorcycle, Home, Contents Pet and Travel products are delivered through our multi-award-winning brand Budget Direct and partnerships with leading brands - ING, Qantas, Virgin Money and Coles Insurance.

We're excited about the future and we're always on the lookout for talented, passionate individuals who can help us achieve our goal of being Australia's best insurer If this sounds like you, apply today.

If you are seeking a new challenge and would enjoy the opportunity to work in a growing and changing business, click on the APPLY NOW button and submit your application.

Auto & General values individual differences and believes in fostering an inclusive culture that creates a great place to work for all.

• A note from Auto & General to recruitment agencies: We politely ask that you avoid making any approaches or sending any unsolicited resumes to our Recruitment Team or Hiring Leaders across our business. Auto & General is not responsible for any fees related to unsolicited resumes.