About

The Company

Europ Assistance Australia is part of a global insurance and assistance provider, with over 60 years of experience in helping millions of people worldwide. Our mission is to make customers' lives easier by providing relief during stressful situations and ensuring convenience and safety in their everyday lives. We aim to be the most reliable care company in the world, building trust through our commitment to being there at all times. The Head of Compliance of Europ Assistance Australia will directly report to the head of Legal and the role requires a hands-on individual.

The Opportunity

As the Method Analyst, you will help to ensure the highest standards of quality across operational processes within our organization. You will be responsible for auditing, evaluating and reporting on the quality of our frontline processes within the frameworks established for each role.

Key Deliverables

1. Operational Compliance, Reporting and Operating Rhythms:

- Support delivery and oversight of controls and reporting to ensure operational compliance with regulatory requirements and reporting obligations are delivered to internal stakeholders and partners.
- Work in collaboration with Risk and compliance and leadership to implement actions and changes required in response to regulatory changes, incident mitigation plans or other working groups and committee action plans.
- Participate in cross team committees, working groups and operational forums, supporting takeaway of actions and updating key stakeholders on progress.
- Prepare and submit accurate and timely compliance and quality assurance reports to internal/external partners and regulatory bodies as required.
- Support the Frontline Teams and Operational leadership (Service, Claims, Assistance) as requested during peak periods, catastrophes or similar events as required to ensure Customer service and mitigations can be met.
- Support the Team Leader and Performance Leadership in any similar administrative, quality or reporting support requirements requests on an adhoc basis.

2. Quality Assurance:

- Claims: Conduct thorough and systematic audits of claims files to evaluate accuracy, completeness, and adherence to company and product policies, regulatory requirements, and industry standards. Assess claims handling processes for compliance with Australian Insurance legislation and guidelines.
- Compliance: Ensure that all claims processing activities comply with Australian regulatory requirements such as the Insurance Contracts Act, General Insurance Code of Practice, and other relevant legislation. Identify and report on non-compliance issues and recommend corrective actions.
- Service & Assistance: Conduct Audits of Sales/Service and Assistance Calls and Cases to ensure service is delivered within the Process and quality frameworks for those areas.
- Reporting & Documentation: Prepare detailed audit reports that highlight findings, trends, and recommendations. Maintain accurate records of audit activities, findings, and corrective actions recommended. Present audit results to leadership and other stakeholders.
- Trend review & analysis: Review and analyze quality performance to ensure quality standards are met. Document findings, including any discrepancies or areas of concern, and provide actionable recommendations to functional leaders for improvement.
- Feedback: Participate in feedback sessions to ensure findings are provided to team members and leaders and can be substantiated against outcomes and frameworks.

Skills and Qualifications:

- Experience: Relevant Bachelor Level Degree or higher and at least 2 years experience in claims processing in general insurance, quality assurance, or auditing within the Australian general insurance industry. Experience with regulatory compliance and industry standards.
- Knowledge: Basic understanding of Australian insurance laws and regulations, including the General Insurance Code of Practice. Knowledge of industry best practices and quality assurance methodologies.
- Skills: Strong analytical and problem-solving skills with a keen eye for detail. Proficiency in auditing techniques, quality assessment tools, and insurance software. Ability to interpret and apply complex regulatory requirements.
- Communication: Strong verbal and written communication skills. Ability to convey complex information clearly and present audit findings effectively to management and stakeholders.
- Interpersonal Skills: Proven ability to work collaboratively with cross-functional teams and build strong relationships with stakeholders. Demonstrated ability to handle sensitive information with discretion and professionalism.

Salary: $75,000 to 80,000 base + Superannuation

We thank all applicants for their interest, however, only those selected for an interview will be contacted.

Job # V6W8R5V8