The Role

The Operational Improvement Specialist is a Line 1 execution role responsible for investigating control breakdowns that may result in customer harm or regulatory non-compliance and undertakes the practical work required to prevent recurrence.

Risk Accountabilities: Line of Defence

The First Line of Defence is accountable for adhering to the A&G; Risk Management Framework and owns the risks, obligations, issues, and incidents within their area, including their resolution.

Key element of first line of defence:

- Accountability: Responsible for ensuring activities align with the organisation's risk management framework. First line "Accountable Executives" are accountable for the risks within their business.
- Ownership: Primary owners of risks, obligations, issues, and incidents within their operations
- Resolution: Responsible for taking action to mitigate risks, address issues, and resolve incidents.

Incident Investigation

- Support the end to end investigation of operational incidents, near misses and control failures to cease customer harm.
- Identify breakdowns across people, process, system, data and governance dimensions.

Control Uplift

- Design and implement operational changes to address identified root causes.
- Update procedures, workflows and control documentation as required.
- Partner with business stakeholders to embed new or enhanced controls.
- Validate that implemented changes are effective and sustainable.
- Monitor for recurrence and adjust controls where required.

Obligations & Assurance Response

- Analyse findings from assurance reviews, control testing and regulatory reviews.
- Translate obligation gaps into operational control requirements.
- Implement control design or process changes to strengthen compliance.
- Track and co-ordinate delivery of agreed uplift actions in the business.

System & Data Requirements





- Define business requirements for system or workflow changes required to address root causes.
- Liaise with stakeholders to implement and embed changes.
- Work with data teams to design exception reports, develop monitoring triggers and improve detection controls.
- Ensure controls are measurable and supported by reliable data.

Other Duties

- Take all reasonable directions from leaders to comply with the organisation's WHS protocols. WHS is everyone's responsibility.
- Any other ad hoc duties as reasonably directed by your leadership team.
- Ensure the Governance, Risk and Compliance system is an accurate reflection of current status and activity.

What You'll Be Doing

Essential

- Claims Handling Capability Level 1
- Minimum 1 year of experience working in claims management
- Successful workplace communication, Analyse Insurance Claims, Use specialist terminology in insurance claims, Analyse and present research information

Desirable

- Claims Handling Capability - Pack 7 - Business Improvement
- Analyse and present information, implement customer service strategies, participate in negotiations, lead effective workplace relationships, co-ordinate business operational plans, and develop personal work priorities

The benefits of working at A&G;

- Be rewarded - we recognise high performance and reward our people for their hard work through bonuses and other perks.
- Options for leave - life happens, so we've got volunteer days, an additional paid 'ME' day, paid parental leave and the opportunity to purchase additional leave to cover all of the big stuff.
- Grow with us - we've got learning and career development opportunities to suit everyone.
- Give back - our A&G; Difference program gives you the power to change our community for the better through volunteering, fundraising and donation opportunities for causes that you're passionate about.
- Take care of yourself - your wellbeing is important to us and our he

📌 Operational Improvement Specialist (Rockhampton Regional)
🏢 Auto & General
📍 Rockhampton Regional