Partnership Issues and Incident Manager

Company Description

• Be part of a team that invests in your growth
• Enjoy work-life balance with flexible working options
• Work alongside diverse, passionate colleagues

Why join us?

For over 150 years, we've never stopped finding better ways to protect Australians. As one of the nation's leading life insurers, we're driven by ambition and a sense of purpose. Our responsibility to our customers, partners, and the broader community is at the heart of everything we do.

At TAL, we're empowered to experiment, innovate, and create better products and services. Backed by Dai-ichi Life, one of the world's largest insurers, we deliver financial security to millions of Australians through our care and expertise. Bring your curious mind and ambition to shape our industry and help us become the progressive, digitally enabled, leading insurer we aim to be.

Job Description

We're looking for a Partnership Issues and Incident Manager to join our Group Life and Retirement team. In this newly created role, you'll take the lead in managing complex incidents, customer remediations, and regulatory matters that affect multiple business partners. You'll be the go-to person for coordinating responses to cross-business unit issues and overseeing remediation projects involving multiple partners.

You'll work closely with our Governance & Risk team, as well as the Partnership Leadership Team, to track and deliver strategic priorities. Success in this role means balancing long-term partnership goals with responding quickly to critical incidents and regulatory challenges.

You'll advocate for our Partnership teams in internal forums, making sure partner interests are well represented. This role also requires building strong relationships with key teams including Risk, Legal, Marketing, and other business units.

In this role you will:

• Manage all internal matters relating to incidents, breaches, remediations, and regulatory issues impacting multiple partners.
• Be the designated Manager for Group Life and Retirement-owned incidents impacting multiple partners, providing execution support and maintaining comprehensive documentation in accordance with TAL's Customer Remediation Policy and Standard.
• Support the Partnership Leadership Team by preparing and reviewing business reporting and presentations for key stakeholder groups, ensuring partnership priorities are effectively communicated across TAL.
• Represent Partnership teams' interests and communicate Voice of Partner (VoP) perspectives in internal stakeholder discussions.
• Actively oversee and coordinate consistent progress activities for projects assigned across the Partnership Leadership Team to deliver on key partnership objectives, including planning, estimating and managing business/project deliverables.

Qualifications

• Minimum 5 years' experience working within Financial Services, with strong knowledge of superannuation and life insurance industries
• Deep understanding of relevant regulatory frameworks including APRA prudential standards, ASIC regulations, and industry codes affecting group life insurance and superannuation
• Demonstrated experience in incident management, customer remediation, and regulatory compliance processes
• Strong project coordination and management skills with ability to manage multiple complex initiatives simultaneously
• Experience in preparing business reporting, tracking strategic priorities, and supporting leadership teams with performance monitoring and governance
• Experience with incident management systems (preferably TRACx) and document management platforms

Additional Information

TAL is one of Australia's leading life insurers, committed to inclusion, and supporting the career growth of our diverse workforce. We're proud to be:

• An Inclusive Employer – Recognised as Employer of Choice for Gender Equality by the Workplace Gender Equality Agency and Bronze Tier Status within the Australian Workplace Equality Index
• Diversity Champions – Member of Diversity Council Australia, Australian Disability Network, Pride in Diversity and Champions of Change
• Reconciliation Advocates – Read our Innovate Reconciliation Action Plan.
• We welcome applications from people with diverse experiences, perspectives and backgrounds including Aboriginal and Torres Strait Islander people, caregivers, individuals living with disabilities, people from culturally diverse backgrounds and the LGBTIQ+ community.
• Need adjustments during the recruitment process? Let our team know by getting in touch with us here.—we're here to support you.

You're always accountable for your actions. You never give up. You strive to find the best outcomes for customers and partners. And you value working together to find the best solutions for problems.

As part of the recruitment process, there are several checks which may be conducted to demonstrate your eligibility for a role at TAL including Criminal History, Bankruptcy, Entitlement to Work, Regulatory and Reference Checks.

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.

If you are already a TAL employee please apply via the SmartRecruiters button in Workday and navigate to the Employee Portal. This is important to ensure that your application is recorded accurately.