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Ubicaciones
  • Ubicaciones de publicación: Sydney, New South Wales

País
Australia
Acuerdo de trabajo
Tiempo completo
Esquema de Trabajo
Híbrido
Asistencia de reubicación disponible
No
Fecha de publicación
09-Abr-2025
ID del trabajo
6563

Descripción y requisitos


Key responsibilities of the Quality Assurance and Risk Associate includes evaluating the call against the Quality Call Standards and developing Risk Management policies, conducting risk assessments, and implementing risk mitigation strategies. This is a critical role that requires a proactive approach to risk management and the ability to think strategically about potential risks and the impact to Operations. This role also requires the Quality Assurance and Risk Associate to manage the risk events via Tickit on Demand, collaborations with various stakeholders and assist to build a deep understanding of Operations risk areas.

  

Summary of Responsibilities (not limited to):

  • Evaluating the call against the Quality Call Standards across Service and Administration, supporting implementation of quality improvement 
  • Maintaining privacy and secrecy when handling customer and staff information, in accordance with the Privacy Act 1988
  • providing feedback that focuses on aspects of the call that were done well and identifies areas for improvement
  • Reporting the levels of product or service quality
  • Establishing and putting into practice inspection requirements 
  • Develop and implement risk management policies and procedures.
  • Review and update risk management policies regularly.
  • Identify and assess emerging risks.
  • Identify and assess emerging risks.
  • Conduct regular risk assessments and identify potential risks.
  • Develop contingency plans for potential risks.
  • Develop and implement risk mitigation strategies.
  • Monitor and report on risk exposure via Tickit on Demand.
  • Ensure compliance with regulatory requirements.
  • Work closely with different departments to integrate risk management strategies.
  • Conduct detailed claims cause analysis to identify trends and drivers
  • Prepare risk management reports for Senior Management.
  • Analyse risk data and provide insights to Senior Management (including VP Service and Operations).
  • Ensure that risk management practices are aligned with organisational goals.
  • Make recommendations to proactively manage/ prevent future risk 
  • Communicate risk management strategies to stakeholders.
  • Develop and implement risk awareness programs.
  • Support the development of a risk-aware culture within the organization.
  • Provide training and support to staff on risk management practices.
  • Stay up-to-date with industry trends and best practices in risk management.

 

Knowledge/Skills/Competencies’ Required:

  • Strong understanding of risks, controls, systems (Metflow and AXE and Tickit on Demand), standards and supporting business processes and practice
  • Develop preliminary findings using root cause analysis.
  • Undertake consulting and advisory engagements to provide proactive advice to management to facilitate continuous improvement and contribute to best practice processes, systems, and controls.
  • Perform effective risk and control assessments
  • Participate and undertake the review, development of policies and procedures.
  • Work with management to develop acceptable solutions to address issues or gaps identified and follow-up with management to ensure remediation is implemented.
  • Interact with company’s key stakeholders to build / maintain ongoing business relationships by utilsing strong interpersonal and communication skills.
  • Ability to engage and communicate with influence across a wide range of stakeholders both internal and external.
  • A growth mindset, a strong track record in assurance/risk/controls and a solid set of core skills and competencies around stakeholder management, communication, and time management.
  • Excellent communication skills (both written and verbal)
  • Good problem solving skills
  • Excellent Analytical skills
  • Accuracy and attention to detail
  • Good understanding of Service and Administrative processes and procedures 
  • Ability to work well within a team environment
  • Rapport building & interpersonal skills
  • Self-management skills to comply with provided schedules
  • Computer literacy and confidence in using systems, as well as advanced Microsoft office skills

 

Qualifications/Experience: 

  • Recent minimum 2 years’ experience in Life Insurance /Quality Assurance role
  • RG 146 accreditation highly regarded 
  • Customers service, Call Centre and/or administration experience in the insurance industry (Required)
  • Risk experience (Required) 

 

 Key Business Relationships:

  • VP Service and Operations
  • Risk & Controls Manager
  • Head of Service, Governance and Performance
  • Claims and Underwriting Governance Teams 
  • Head of Claims and Underwriting 
  • Call Centre Manager
  • Administration Manager 
  • MetLife Risk & Compliance Officers
  • Team Managers 

 

 

 

 

 

 

Benefits We Offer

When you join MetLife Australia, you are joining a company that demonstrates holistic care and wellbeing for employees with benefits and programs that address physical, mental, social and financial health.  We offer life insurance benefits, generous paid parental leave, market leading menopause and fertility leave, car leasing and more. As well as Employee Assistance Program (EAP), access to 360Health medical support, volunteer leave and study assistance.


Acerca de MetLife

Reconocida en la lista de la revista Fortune de las "Empresas más admiradas del mundo" de 2023, MetLife, a través de sus subsidiarias y afiliadas, es una de las empresas de servicios financieros líderes en el mundo; proporcionando seguros, anualidades, beneficios para empleados y gestión de activos a clientes individuales e institucionales. Con operaciones en más de 40 mercados, ocupamos posiciones de liderazgo en Estados Unidos, América Latina, Asia, Europa y Medio Oriente.

Nuestro propósito es simple: ayudar a nuestros colegas, clientes, comunidades y al mundo en general a crear un futuro más seguro. Unidos por un propósito y guiados por la empatía, estamos inspirados para transformar el próximo siglo en servicios financieros. En MetLife, es #AllTogetherPossible. ¡Únete a nosotros!