The role: As our new Knowledge & Optimisation Specialist, you will play a critical role in driving strategic initiatives across Home Claims and the wider Claims & Assessing department. In this role, you'll provide essential knowledge & experience in business processes, ensuring solutions align with business outcomes, are accurately reflected in HiYA procedures, and are successfully embedded through comprehensive knowledge, training, and implementation support. You will: Apply expert knowledge and analysis to support the delivery of Home Claims initiatives, ensuring adherence to current business rules, requirements, processes, and operational practices Work closely with Business Owners and stakeholders to provide insight into business problems, scope, requirements, and proposed solution designs Contribute to the development of detailed designs, ensuring alignment with agreed scope, solution design, and expected business outcomes, and verifying operational viability Contribute to the development of process maps & execution of User Acceptance Testing Support communication & training, including developing material and delivering training Where required, lead out Post Implementation Reviews Lead the creation, maintenance, and optimisation of Home C&A knowledge within HiYA, ensuring accuracy, usability, and adherence to Knowledge Management design principles Manage and action knowledge requests within agreed timeframes Liaise with key subject matter experts and stakeholders to gather and document process information Be accountable for developing, deploying, & maintaining best practice knowledge to sustain or improve the capability and effectiveness of Home C&A Collaborate and support the implementation, embedding, and use of HiYA across Home C&A by building and maintaining relationships with cross-business functions and stakeholders Support the Home C&A Knowledge Onboarding / Accreditation program with ongoing coaching and mentoring in knowledge best practices Work effectively with all levels of business and technical teams, tailoring communication style accordingly What experience you’ll bring: 12 months experience in insurance, financial services or business optimisation, preferred Demonstrated experience in technical writing, including producing, reviewing, and documenting processes & procedures to a high standard Solid understanding of insurance industry practices, standards, regulation, and compliance requirements Ability to interpret & apply policy, guidelines, business rules, analyse system processes, and process map solutions Demonstrated understanding of the Legislative, Regulatory, and Compliance obligations to operate in the FSR environment Excellent written, verbal, & interpersonal communication skills, with the ability to tailor communication effectively and in an engaging manner to diverse stakeholders Strong critical thinking, attention to detail, & problem-solving skills Effective time management, planning, and prioritisation, with the ability to manage changing priorities and multiple tasks effectively and efficiently Our perks: Location: North Lakes - Save the long commute to Brisbane and work for a growing company close to home and within walking distance to some of the north side’s best retail outlets, 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 discount - You’ll receive discounts on Budget Direct insurance products. Reward and recognition - We reward high performance with employee recognition, reward and incentive schemes. Onsite facilities - There’s excellent end-of-trip facilities on offer and private spaces for nursing mothers. Get social - Join our vibrant social and community activities including annual celebrations, family fun days and regular events across each of our sites. Perks App - Access to an employee benefits and discounts app called ‘Perks’ offering your great discounts, offers and programs across a range of areas. About us: Auto & General (A&G) is the fastest growing major Motor and Home insurer in Australia. We provide insurance products and solutions to safeguard a brighter future for our customers, delivered through our multi award-winning brand Budget Direct and partnerships with leading brands - ING, Qantas and Virgin Money. Our range of general insurance products protect customer’s most valued possessions on the road, at home and on holiday with various Car, Motorcycle, Home, Contents, Pet and Travel Insurance products as well as Roadside Assistance. Our culture of ‘high performance with high integrity’ underpins our values and the way we interact with our customers, the community and each other. 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.
