Knowledge Writer

Brief Description
About the Role
The Knowledge Writer is responsible for maintaining the accuracy and integrity of the Home Claims knowledge base, ensuring alignment to the Home C&A strategy, and regulatory and compliance requirements. They will act as a change champion and knowledge expert, identifying cross-functional impacts of changes and ensuring their successful implementation across relevant teams.

Key aspects of this role include creation of compelling content, including procedures within the HiYA system and developing engaging communications for the process changes. This involves collaborating with Home Claims and Assessing business functions to maintain an up-to-date and accessible knowledge base. Using the HiYA platform, the Knowledge Writer will act as a central resource for the C&A knowledge base, presenting information clearly and developing, deploying, and maintaining best-practice knowledge to continue to optimise our business and make it easier for our people.

Position Accountabilities

• Craft clear, concise, and compelling procedures for our Home Claims HiYA system, ensuring accuracy, relevance and alignment to the HiYA framework.
• Leverage your deep understanding of Home Claims to help inform a best-in-class knowledge base.
• Work effectively with team members, subject matter experts, and stakeholders to validate requirements and ensure alignment.
• Translate technical jargon into simple, effective procedures that can be easily understood by the intended audience.
• Foster strong, collaborative relationships with stakeholders across the organisation.
• Contribute to the development and creation of all necessary project documentation.
• Provide proactive support for change initiatives and ensure clear, effective communication of updates.
• Manage and action knowledge requests efficiently, ensuring all Home Claims and Assessing knowledge creation and maintenance is completed within agreed timeframes.
• Proactively identify and implement best practices to continually enhance the capability and effectiveness of Home Claims teams.

What Experience You'll Bring

• Minimum 12 months' experience thriving within A&G's Home C&A Department, with a solid understanding of insurance best practices and compliance.
• Experience in process and procedure documentation and writing preferred.
• Excellent communication skills, adapting your style to effectively interact with all levels of business and technical teams.
• Strong analytical skills to interpret policy, guidelines, and business rules, mapping system processes and creating effective solutions.
• Demonstrated ability to manage multiple priorities effectively, working both independently and collaboratively within a dynamic team.
• Proactive approach to continuous improvement, actively seeking feedback and support to enhance your skills and knowledge.

The Benefits Of Working With Us

• Location – This role is based at our North Lakes office - a convenient location close to local retail, restaurants and other amenities.
• Be rewarded - we recognise high performance and reward our people for their hard work through bonuses and other perks.
• Options for leave - life happens, so we've got volunteer days, an additional paid 'ME' day, paid parental leave and the opportunity to purchase additional leave to cover all of the big stuff.
• Grow with us - we've got learning and professional development opportunities to suit everyone.
• Give back - our A&G Difference program gives you the power to change our community for the better through volunteering, fundraising and donation opportunities for causes that you're passionate about.
• Take care of yourself - your wellbeing is important to us and our healthy mind and body hub, mental-health support and fitness discounts will help you be your best self.
• Celebrate the wins - we love sharing our successes and celebrating together - join us and you've got a ticket to our many on-site events throughout the year, family fun days and annual celebrations.
• 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.

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 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.