MetLife

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