Continuous Improvement Specialist

Job description

Continuous Improvement Specialist - Club Marine | Victoria Bayside and Melbourne CBD (12 month secondment)

As the largest provider of boat insurance in Australia, Club Marine has been protecting the needs of boat enthusiasts since 1959. We’re actively involved in the boating community and committed to helping our customers take the worry out of boating, so they can enjoy their time on the water. Underwritten by Allianz Australia Insurance Limited, a member of the global Allianz Group, Club Marine is backed by one of Australia’s largest general insurers.

Join us and be part of a passionate team dedicated to making boating enjoyable and worry-free for everyone.

We are currently seeking an energetic and passionate individual to join our Commercial team as a Continuous Improvement Specialist. The purpose of this role is to monitor and conduct activities to ensure the consistent implementation of and compliance to customer quality and service expectations, in accordance with regulator expectations and internal policies.

About the Role

• Observing, evaluating, and analysing call quality with customers, partners, and internal stakeholders.
• Evaluating emails and chat channels to support customer & partner touch points.
• Collaborating with frontline teams& account managers to support action to achieve compliance and service goals, and excellence with every interaction. Raising concerns to resolve gaps identified as issues.
• Creating effective communication while building and sustaining collaborative relationships with stakeholders.
• Holding regular meetings with key stakeholders on matters arising with clear accountability and follow up action and proactively identify opportunities for functional improvements.
• Drafting, revising, implementing, promoting, and improving monitoring and compliance policies and practices regarding insurance and compliance codes of practice & legislation.
• Promoting strong risk-aware culture through aligning and meeting the organisational risk appetite statement to support he business and inform decision making to achieve business objectives.

 About You

• Demonstrated operational experience in similar roles such as claims/ QA with a passion for continuous improvement within insurance or financial services is highly preferred.
• Ability to interpret and analyse complex information, extract meaningful insights, and evaluate options for decision making. 
• Pays high attention to detail by completing tasks with thoroughness and accuracy and has the ability to quickly identify errors or inconsistencies within information.
• Demonstrated ability to partner and collaborate effectively with stakeholders to establish strong professional relationships.
• Ability to plan and prioritise effectively, organise tasks and manage competing resources and demands. 
• Excellent verbal and written communication skills, capable of communicating with clarity, impact, and influence.
• A passion for leveraging emerging technologies to stay ahead in a rapidly evolving digital landscape.