Operational Change, QA Frameworks, Process Governance - Insurance Underwriting - Government - Melbourne CBD

Your new company

A rare opportunity has become available for an experienced operations, quality assurance and process improvement professional to join a highly regulated insurance environment during a period of significant operational change. This role will focus on strengthening business processes, improving operational controls, enhancing quality assurance practices and providing greater visibility of workflow, productivity and data quality across a specialist underwriting function. Working closely with operational leaders and frontline teams, you will help establish structure, consistency and accountability while ensuring processes are documented, understood and embedded.

Your recent role

- Establish, document and embed business processes, procedures and business rules.
- Develop and implement quality assurance checks across operational workflows.
- Review operational data for accuracy, completeness and compliance with agreed processes.
- Analyse exception reports and operational reporting to identify process gaps, control weaknesses and improvement opportunities.
- Monitor workflow, case allocation, work in progress and turnaround times.
- Develop reporting that provides visibility of workload, productivity, output and operational performance.
- Identify recurring issues, bottlenecks and inefficiencies and recommend practical solutions.
- Support the implementation and embedding of new operational processes and controls.
- Provide regular reporting and insights to senior leadership on quality outcomes, process compliance and operational performance.

What you'll need to succeed

- Demonstrated experience designing, documenting and embedding business processes, procedures, operating models, SOPs and business rules within a complex operational environment.

- Strong quality assurance, controls or governance experience, with the ability to develop frameworks, undertake reviews,



identify control gaps and drive greater consistency across operational teams.

- Experience analysing operational data, workflow performance and exception reporting to identify trends, bottlenecks, recurring issues and opportunities for process improvement.

- Proven ability to improve operational efficiency by implementing practical solutions, strengthening controls and introducing sustainable process improvements.

- Robust stakeholder management skills, with the confidence to challenge existing practices, influence operational teams and gain buy-in for change across multiple levels of the organisation.

- Experience preparing meaningful management reporting, including productivity metrics, workload analysis, quality outcomes, compliance reporting and operational insights.

- A background within insurance, financial services, banking, risk, compliance, government or another highly regulated environment where governance, accuracy and operational discipline are critical.

- Strong analytical and problem-solving capabilities, with the ability to quickly understand complex operational processes and translate findings into practical recommendations.

What you'll get in return

- High-impact six-month engagement
- Opportunity to shape processes and operational controls within a complex government environment
- Senior stakeholder exposure
- Highly competitive day rate + super
- Melbourne CBD location, predominantly office-based
- Immediate start

This role will suit a hands-on professional who enjoys bringing structure, discipline and consistency to operational environments while leaving a lasting impact through improved processes, controls and reporting.

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. You can also email Sam Puddephatt at Hays on ••••@hays.com.au to discuss further.

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

📌 Principal Advisor - Underwriting Quality Assurance & Business Processes (Melbourne)
🏢 Hays Insurance
📍 Melbourne