Quality & Compliance Officer

6 months ago

Melbourne, Australia AIA Full time
Risk and Compliance Specialist

At AIA we do things differently to make a healthy difference in people’s lives. That difference starts with every individual at AIA. We provide an environment and culture that helps our people live well
and enjoy a meaningful life, at work and at home. We’re serious about helping people live Healthier, Longer, Better Lives by encouraging them to make positive lifestyle changes one step at a time. If you want to make a healthy difference everyday - for yourself and others - then we want to hear from you.

The opportunity:

As a Risk and Compliance Specialist, you will be responsible for delivering on AIAH’s purpose, vision and strategy by developing, supporting and championing a high performing risk culture. This role will also be responsible for supporting the Senior Customer Resolution Specialist in investigating and resolving member complaints.

Please note that this role is a fixed term contract ending July 2025.

To do this successfully you will:

Identify and investigate incidents, providing assistance and coordination through to the rectification and closure. This includes working with the business to identify the root cause, obtain complete and accurate data extracts, and source legal advice where required. Support the management of risk and audit issues identified, ensuring all quality root cause analysis is conducted and corrective action is taken to improve the customer experience. Develop strong relationships with key stakeholders across the Health Insurance business unit. Identifies and addresses gaps in business knowledge of risk and compliance frameworks. Support the Health Insurance risk function to ensure customer obligations are met through effective processes, procedures, controls, and reporting. Support appropriate frameworks and controls, to ensure the Health Insurance business unit operates within the enterprise risk appetite and complies with required standards and regulations. Support in the delivery of Risk and Compliance plans for the Health Insurance business unit. Investigate and resolve escalated internal and external complaints in a fair, reasonable, empathetic and member focused manner, considering the individual circumstances of members and in line with SLAs in accordance with AIA Health’s complaint management standards, frameworks and principles. These complaints may be received directly from members or escalated by frontline teams in the AIA Health and AIA Vitality businesses. Assist both the Senior Customer Resolution Specialist and the Senior Manager, Risk and Compliance with preparing timely complaints reporting and trend analyses for presentation in routine business forums, to internal and external customers, and independent review committees (as required), ensuring all areas of the business have visibility on complaints received and to identify improvement opportunities. Ensure member complaint information is correctly captured in the Complaint’s Register to achieve and maintain data integrity. Performs other tasks and duties as required, assigned by the Senior Manager, Risk and Compliance to meet reasonable operational and business requirements.

Successful applications will have:

Experience in a risk and compliance role, preferably within Health insurance. Experience in driving a customer and risk focused culture and delivering shared value outcomes for customers, partners and the enterprise. Proven track record of identifying, managing and mitigating risks in an operational environment, achieving business delivery outcomes and exceptional customer service. Understanding of the key moments of truth within operations across claims, underwriting, administration and contact center. Robust knowledge of risk and compliance frameworks, methodologies and approaches. Effective consulting and stakeholder management skills. Sound influencing skills required to engage with stakeholders at various levels of the organization. Ability to effectively prioritise and execute tasks in a high-pressure environment. The ability to manage difficult conversations including but not limited to having empathetic discussions with complainants.

Why choose AIA:

At AIA, we’ve made a promise to help people live healthier, longer, better lives. And it starts with our own people.

Access our training and development to build on your current skills Career development through internal mobility opportunities Work for a business helping millions of Australians and make a difference to someone’s life everyday Access additional leave days a year to recharge and refresh yourself Enjoy wonderful Health and Wellbeing initiatives that support you Work with supportive and inclusive managers Flexible working arrangements

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