IAG

IAG is the largest general insurance group in Australia and New Zealand owning some of the region's must trusted brands and we are committed to providing a supportive, diverse and inclusive work culture for our employees.

IAG Sydney NSW, Australia
20/09/2019
Cyber Security Consultant   #CLOSER #BRAVER #FASTER   The Role As our Cyber Security Consultant, you will assist in our security consulting team across projects and BAU initiatives. You will provide our people with thought leadership, guidance, due diligence and strategic advice on cyber security matters.   This is a 6-month contract (daily rate) role with potential opportunity for extension or transition to permanent. The location for this role will be based at 201 Sussex St, Sydney.   Key Responsibilities: Lead the risk assessment of security posture for identified opportunities, software, cloud services, initiatives and partners Lead Cyber risk related activities for mergers and acquisitions (M&As) Support Line 1 with Cyber risk analysis and high-level recommendations Lead and facilitate cross-functional teams to accomplish a balance between business and security strategy goals Identify and proactively engage internal and external stakeholders Promote cyber security advisory and consulting services internally Participate in IAG business strategy planning activities and contribute thought leadership and advice on cyber threats, regulatory obligations and mitigation approaches Collaborate with Security Enterprise Architecture & Governance teams to feedback potential strategic, governance and enterprise architecture improvements and changes Monitor the market for future trends and opportunities Develop thought leadership initiatives including research, papers, conference speaking, public articles (etc) Assist in preparing reports for the CISO to present to the Board and the CRO regularly on consulting and advisory activities and outcomes   Skills & Experience 4+ years strategic-level security consulting with proven executive and SME stakeholder engagement skills Understanding of Cyber Threats, and general controls to address threats Understands fundamentals of risk assessment - Likelihood/impact, Inherent/Residual risks, Risk appetite, Treatment plans (including Alternate Treatments) to address risks Excellent interpersonal skills including communication, Questioning and analysis, Presentation of findings and recommendations Driven to succeed and highly proactive A broad network both within the enterprise and externally A passion for security and how it can positively impact business Relevant tertiary qualifications in a field related to the role (technology or commercial) Relevant professional memberships and certifications e.g. AISA, ISACA Certification (CRISC)   About Us At IAG, we believe that everyone has a unique point of view to share, shaped by their life experiences, cultures & passions. We celebrate and commit to:   #Proud to be me – we value difference, not sameness   #Together – harnessing our collective wisdom enables us to be our best for our customers & each other   #No boxes – it’s not about labels, boxes or categories. It’s about building a diverse and inclusive mindset into everything we do   IAG is the largest general insurance group in Australia and New Zealand. We own some of the region’s most trusted brands, including NRMA Insurance, CGU, SGIO, SGIC and WFI.   Let’s Talk Start your career journey with us and click ‘Apply’!   We encourage Aboriginal and Torres Strait Islanders to apply for this position.  
IAG
20/09/2019
  #CLOSER #BRAVER #FASTER The Role This role is an opportunity to make a difference within one of IAG’s largest programs of work – Project rQ (Risk Intelligence).  At IAG we are uplifting our risk maturity by conducting a top-to-bottom overhaul across our organisation, where we’ll all challenge ourselves and each other to raise our risk maturity.  The purpose of this role and your unique contribution is to to identify and support programs of work across multiple teams to increase the maturity of first line risk management in IAG’s HR division.   Key Responsibilities Apply first line risk management processes and governance activities. This includes identifying, developing, monitoring, testing and reporting risk controls, risk profiles and action plans to meet our regulatory and ethical obligations. Implement programs of work that embed Group Risk Management Frameworks Identify opportunities and recommend actions to improve risk processes Support business leaders to identify and apply effective risk remediation Deliver risk management activities within agile teams and programs of work to meet specified outcomes which increase risk maturity and effectiveness of risk management Ensure quality and timeliness of risk reporting, analysing trends and ensuring incidents are reported and appropriately followed up. Advocate for risk maturity to support uplift of risk maturity and risk culture Delegated authority – in line with Group standards   Skills & Experience Minimum 3 years’ experience working in a risk management or compliance role in a large corporate entity Demonstrated understanding of risk management frameworks and multiple risk categories Demonstrated experience in project-based environment Highly developed written and verbal communication skills   About Us At IAG, we believe that everyone has a unique point of view to share, shaped by their life experiences, cultures & passions. We celebrate and commit to: #Proud to be me – we value difference, not sameness #Together – harnessing our collective wisdom enables us to be our best for our customers & each other #No boxes – it’s not about labels, boxes or categories. It’s about building a diverse and inclusive mindset into everything we do IAG is the largest general insurance group in Australia and New Zealand, with a growing presence in Asia. IAG owns some of the region’s most trusted brands, including NRMA Insurance, CGU, SGIO, SGIC, WFI and Swann Insurance.   Let’s Talk Start your career journey with us and click ‘Apply’! Applications Close 4th October In addition to a diverse and inclusive culture, some of our benefits include 13% superannuation, 50% insurance discounts, flexible work and leave options, generous parental leave and return to work program, recognition and reward program, and various corporate partner discounts. We encourage Aboriginal and Torres Strait Islanders to apply for this position.        
IAG
20/09/2019
#CLOSER #BRAVER #FASTER The Role This role is an opportunity to make a difference within one of IAG’s largest programs of work – Project rQ (Risk Intelligence).  At IAG we are uplifting our risk maturity by conducting a top-to-bottom overhaul across our organisation, where we’ll all challenge ourselves and each other to raise our risk maturity. The purpose of this role and your unique contribution is to to identify and support programs of work across multiple teams to increase the maturity of first line risk management in IAG’s HR division.   Key Responsibilities Support the implementation and embedment of first line risk management processes and governance activities Coordinate and produce reporting and insights on risk activities, risk profiles, compliance and assurance plans Carry out recurring programs of risk control testing. Evaluate and assure Divisional compliance with standards such as Conflict Of interest. Identify opportunities and recommend actions to improve risk processes Support teams and projects to identify and apply effective risk remediation Work in agile teams to support the implementation and embedment of planned initiatives to uplift risk maturity Advocate for risk maturity and support uplift of risk culture Delegated authority – in line with Group standards   Skills & Experience Minimum 3 years’ experience working in a risk management or compliance role in a large corporate entity Demonstrated understanding of risk management frameworks and multiple risk categories Demonstrated experience in project-based environment Highly developed written and verbal communication skills   About Us At IAG, we believe that everyone has a unique point of view to share, shaped by their life experiences, cultures & passions. We celebrate and commit to: #Proud to be me – we value difference, not sameness #Together – harnessing our collective wisdom enables us to be our best for our customers & each other #No boxes – it’s not about labels, boxes or categories. It’s about building a diverse and inclusive mindset into everything we do IAG is the largest general insurance group in Australia and New Zealand, with a growing presence in Asia. IAG owns some of the region’s most trusted brands, including NRMA Insurance, CGU, SGIO, SGIC, WFI and Swann Insurance.   Let’s Talk Start your career journey with us and click ‘Apply’! Applications Close 4th October In addition to a diverse and inclusive culture, some of our benefits include 13% superannuation, 50% insurance discounts, flexible work and leave options, generous parental leave and return to work program, recognition and reward program, and various corporate partner discounts. We encourage Aboriginal and Torres Strait Islanders to apply for this position.        
IAG Sydney NSW, Australia
20/09/2019
#CLOSER #BRAVER #FASTER The Role This role is an opportunity to make a difference within one of IAG’s largest programs of work – Project rQ (Risk Intelligence).  At IAG we are uplifting our risk maturity by conducting a top-to-bottom overhaul across our organisation, where we’ll all challenge ourselves and each other to raise our risk maturity.  The purpose of this role and your unique contribution is to to identify and lead programs of work across multiple teams to increase the maturity of first line risk management in IAG’s HR division.   Key Responsibilities Build and embed first line risk management processes and governance activities, including Divisional Assurance and Compliance Plans and incident reporting Provide expert advice across all risk classes to Leaders Apply Group Risk Management Frameworks to division activities to improve risk practice in collaboration with 2nd and 3rd Line risk practitioners Proactively identify, recommend and deploy actions to increase risk knowledge, practice and risk culture across teams, and, to ensure Divisional compliance with all standards and obligations Lead agile teams of Risk Specialists, Risk Advisors and Business SME’s to deliver on identified risk objectives Monitor and report on all aspects of risk maturity to support Executive Manager and relevant Risk Committees to uplift risk capability across the Division Provide team leadership in a way that connects people to IAG’s purpose and delivers a high-performance agile culture which is role modelled through the Spirit. Ensure the safety and wellbeing for our people in the workplace Delegated authority – in line with Group standards People authority – matrix leadership of up to 6 team members   Skills & Experience Minimum 5 years’ experience working in a risk management or compliance role in a large corporate entity Advanced understanding and demonstrated application of risk management frameworks and multiple risk categories Demonstrated experience in program management Proven ability managing complex systems of work Highly developed written and verbal communication skills   Let’s Talk Start your career journey with us and click ‘Apply’! Applications Close 4th October In addition to a diverse and inclusive culture, some of our benefits include 13% superannuation, 50% insurance discounts, flexible work and leave options, generous parental leave and return to work program, recognition and reward program, and various corporate partner discounts. We encourage Aboriginal and Torres Strait Islanders to apply for this position.        
IAG Sydney NSW, Australia
20/09/2019
#Closer #Braver #Faster   The Role   We have permanent fulltime positions available for Claims Consultants to join our collaborative and engaging Satellite Team. From our Pyrmont office, you will process claims within expected delivery timeframes and provide excellent customer service, whether it be online or over the phone. We are committed to providing intuitive, fast and effective ways of making our customers claims journey one that is seamless and stress free.   Permanent opportunity, full time hours A range of shifts available, 7 days a week, 8-6pm Opportunities to WFH on weekends   Key Responsibilities   Manage motor, home or landlord claims for an array of brands that sit within Satellite Deliver exceptional customer service Confidently manage customer complaints Liaise with all key stakeholders Identify opportunities for improvement in processes Proactive management and responsibility for your claims portfolio Ensuring that customer service is at the heart of what you do   Skills and Experience   Strong customer service experience or in the insurance space A positive attitude and open mind to change and collaboration within the team Demonstrated ability to show empathy towards customers The ability to problem solve effectively and independently The ability to work within a fast-paced high-volume environment Strong interpersonal skills   About Us   At IAG, we believe that everyone has a unique point of view to share, shaped by their life experiences, cultures & passions. We celebrate and commit to: #Proud to be me – we value difference, not sameness #Together – harnessing our collective wisdom enables us to be our best for our customers & each other #No boxes – it's not about labels, boxes or categories. It's about building a diverse and inclusive mindset into everything we do IAG is the largest general insurance group in Australia and New Zealand. IAG owns some of the region's most trusted brands, including NRMA Insurance, CGU, SGIO, SGIC and WFI.   Let's Talk   Start your career journey with us and click ‘Apply'!   In addition to a diverse and inclusive culture, some of our benefits include 13% superannuation, 50% insurance discounts, flexible work and leave options, generous parental leave and return to work program, recognition and reward program, and various corporate partner discounts.   We encourage Aboriginal and Torres Strait Islanders to apply for this position.
IAG Sydney NSW, Australia
20/09/2019
The Role In this role you will be working with a PA and another TA to assist several Directors with their travel arrangements, diary management, invoicing, onboarding and all-round team assistance.  You will have the opportunity to develop your capabilities and skills within the Digital and Analytics team as the needs of the business evolve.   Key Responsibilities Efficient and proactive diary management Manage travel arrangements, process invoices, credit card statements and expenses Screen, receive and direct communication on behalf of the manager Distribute reading material as directed and follow up any responses / replies Plan events, workshops and meetings including invite management, catering and room booking/organisation Manage the preparation of high-quality reports, documents and presentations Assist with recruitment and on boarding and off boarding of staff members   Skills & Experience Experience in diary management Strong computer literacy is essential in Microsoft Word, PowerPoint, Excel, Outlook Organised, proactive and professional with an ability to multitask Strong written and verbal communication skills Strong work ethic with a patient and easy going attitude     About Us   At IAG, we believe that everyone has a unique point of view to share, shaped by their life experiences, cultures & passions. We celebrate and commit to: #Proud to be me – we value difference, not sameness #Together – harnessing our collective wisdom enables us to be our best for our customers & each other #No boxes – it's not about labels, boxes or categories. It's about building a diverse and inclusive mindset into everything we do IAG is the largest general insurance group in Australia and New Zealand. IAG owns some of the region's most trusted brands, including NRMA Insurance, CGU, SGIO, SGIC, WFI and Swann Insurance.   Let's Talk Click ‘Apply' and start your career conversation with Talent Acquisition! Make sure to discuss all internal applications with your current manager before applying. Please note, your eligibility for release on secondment opportunities is dependent approval from your current manager. Should your application proceed to reference check stage, your current manager will be contacted. 
IAG Sydney NSW, Australia
20/09/2019
#CLOSER #BRAVER #FASTER   The Role   This is an amazing opportunity for a Junior and Senior Pricing/Actuary Analysts to join us. You will be assisting in developing the Pricing and Analytics for the capabilities of our 4 year old insurance business IAL. Our team are focused on delivering products in a low-cost and innovative way will be Working in a  small collaborative and supportive internal team, you will work closely with a range of internal and external business stakeholder, providing a unique perspective on how an insurance business operates from end-to-end.   Who is IAL?   IAL provides comprehensive Home, Motor & Landlord Insurance products exclusively through our preferred distribution partners. We are proudly backed by Insurance Australia Group (IAG) - the largest general Insurer in Australia and New Zealand, but very much have our own unique culture. We have a culture of empowerment, innovation and responsiveness and pride ourselves on our lean operating model and agility. Customers and brokers have access to our most senior managers; and we will employer you as an employee to respond swiftly to our business partners. We recognize that ongoing engagement with our customers is crucial to the success of our business, along with leveraging a combination of targeted analytics and real engagement with our customers to refine and continually improve our business offering and customer experience. Key Responsibilities   Efficient extraction and subsequent analysis of internal data for both ad-hoc analysis and reporting purposes Provide key insights for consulting and implementation projects Develop strong working relationships with internal and external stakeholder to develop the IAL brand Working with Pricing Manager to develop Pricing recommendations to drive margin and growth targets Regularly review pricing data to ensure data integrity   Skills & Experience   At least 3+ year's  experience in General Insurance Relevant qualifications in Actuarial Sciences or Bachelor in either Mathematics, Finance, Accounting or Statistics Strong technical/analytical skills  - VBA, SQL and R Advanced knowledge of Microsoft applications including Excel Confident communication skills - You must have the ability to dissect and communicate technical concepts to non-technical stakeholders Be commercially minded - Ability to manage models within real life parameters and not just hypothetical models Be excited by the challenges of   working through scaling up products and utilising technology Happy to work in a small team with a variety of personalities   Let’s Talk   In return, we offer you the opportunity to work closely with an experienced Pricing Manager in a non-traditional insurer. You will be joining us on a journey and will  receive mentorship and opportunity grow your technical skills. So if this sounds like the exciting opportunity you are ready to take on, then apply online today with an up to date resume.
IAG Sydney NSW, Australia
19/09/2019
#Closer #Braver #Faster   The Role The purpose of the role and your unique contribution is to provide specialist, compliant and trusted Employee Relations/Industrial Relations recommendations and advice to People and Culture ( P&C) , IAG leaders and their teams. The role ensures our people can perform at their best through ensuring a safe and inclusive place to work supported by fit-for-purpose policies and procedures that enable the future of work, embrace IAG’s Purpose and promote the achievement of the IAG strategic priorities. Key Responsibilities Champion IAG’s purpose and delivers a high performance, agile culture which is role modelled through the Spirit Execute employee relations initiatives that promote the future of work, flexibility, an exemplary employee experience, diversity and inclusion, trust across the organisation, safety, ethical decision making and a culture of doing the right thing Identify risk management opportunities through partnering with P&C and business leaders on all (basic to complex) employee relations matters as part of project work and or business as usual work activity Represent IAG at various industrial tribunals Maintain people policies, procedures and documentation to the agreed quality standards and ensure they are purpose aligned and drive the best people experience Monitor external trends and the legislative, case law and regulatory environment to ensure a contemporary approach to employee relations and ongoing compliance Proactively engage with and influence key internal and external stakeholders and partners, relevant unions and regulators Skills & Experience Experience as an employee relations practitioner Experience working with New Zealand employee relations matter will be looked at favourably Proven ability to translate complex and technical employee relations issues into pragmatic and plain language solutions Proven ability to advise on the people components of business transactions and projects Ability to work autonomously and proactively, as well as part of a high performing team Strategic mindset – able to anticipate employee relations issues and take an active approach resolving them Courage and ability to challenge and influence stakeholders Demonstrated experience coaching and upskilling leaders and HR practitioners in employee relations issues Proven ability to actively keep abreast of changes in external environment and translate into internal environment Proven ability to work collaboratively across whole of function and broader group to reach common approach Mediation and settlement expertise About Us At IAG, we believe that everyone has a unique point of view to share, shaped by their life experiences, cultures & passions. We celebrate and commit to: #Proud to be me – we value difference, not sameness #Together – harnessing our collective wisdom enables us to be our best for our customers & each other #No boxes – it’s not about labels, boxes or categories. It’s about building a diverse and inclusive mindset into everything we do IAG is the largest general insurance group in Australia and New Zealand. IAG owns some of the region’s most trusted brands, including NRMA Insurance, CGU, SGIO, SGIC and WFI. Let’s Talk Start your career journey with us and click ‘Apply’! In addition to a diverse and inclusive culture, some of our benefits include 13% superannuation, 50% insurance discounts, flexible work and leave options, generous parental leave and return to work program, recognition and reward program, and various corporate partner discounts. We encourage Aboriginal and Torres Strait Islanders to apply for this position.
IAG West Perth WA 6005, Australia
19/09/2019
#CLOSER #BRAVER #FASTER   The Role The Team Leader, Technical Claims Support is responsible for leading a team of Technical Advisors. Key deliverables for success in this role include the continuous improvement of claims outcomes through best practice liability management across all underwritten workers compensation portfolios. The role is responsible for driving consistent, proactive and strategic claims practices through ad-hoc and scheduled review processes, provider partnerships, process improvement and the development of claims staff. The role reinforces IAG’s reputation as a model litigant and enables a ‘one CGU’ approach to liability management. As part of Claims Operations, the role is responsible for driving staff, customer, financial and risk outcomes that contribute to the overall success of WCRS Claims. Key Responsibilities: Optimise claims and portfolio outcomes via best practice liability management Drive consistent, proactive and strategic claims management through ad-hoc and scheduled claims review processes, provider partnerships, process improvements, staff coaching/training, and more Provide regular reporting, insights and recommendations to improve liability practices and outcomes Recommend and lead claims initiatives that enhance segment purpose and outcomes Provide ad-hoc advice and support to staff, customers and regulators Actively support staff competency review processes Own and maintain the contentious claims and large loss registers Lead and support business projects as required Lead and support regulator engagements and projects as required  Reinforce IAG’s reputation as an industry leader and model litigant   Skills & Experience Minimum 5 years of technical claims experience in workers compensation People and performance management experience Experience successfully interacting with and influencing senior stakeholders Ability to balance the drive for improvement with Customer, Regulator, and Community expectations Strong leadership skills through change – the ability to achieve through others Strong management resource allocation skills   About Us At IAG, we believe that everyone has a unique point of view to share, shaped by their life experiences, cultures & passions. We celebrate and commit to: #Proud to be me – we value difference, not sameness #Together – harnessing our collective wisdom enables us to be our best for our customers & each other #No boxes – it’s not about labels, boxes or categories. It’s about building a diverse and inclusive mindset into everything we do IAG is the largest general insurance group in Australia and New Zealand. We own some of the region’s most trusted brands, including NRMA Insurance, CGU, SGIO, SGIC and WFI.   Let’s Talk Start your career journey with us and click ‘Apply’!   In addition to a diverse and inclusive culture, some of our benefits include 13% superannuation, 50% insurance discounts, flexible work and leave options, generous parental leave and return to work program, recognition and reward program, and various corporate partner discounts.   We encourage Aboriginal and Torres Strait Islanders to apply for this position.  
IAG Sydney NSW, Australia
19/09/2019
#Closer #Braver #Faster   The Role The purpose of the Claims, Operations & People Analytics team is to infuse advanced analytics & A.I. into IAG’s business operations; in order to create effortless experiences for our claimants & employees.   Reporting to the Director of Claims, Operations & People Analytics, the purpose of this role is to: Design & build model-driven machine decisioning products and contribute to customer claim optimisation programmes. Advance claims analytics within IAG by partnering with stakeholders within Customer Labs, Claims and Supply Chain.   Key Responsibilities Build digital machine-decisioning products embedded in production applications. You will contribute to a shared analytics architecture and plan for claims optimisation and machine decisioning, and manage components of delivery to that plan. You will scope and develop analytical methodologies to generate training data and build predictive models at high-value points in IAG customer claim processes. You will utilise a product management approach to deliver valuable improvements often, continuously improve and meet stakeholder needs.  Activate and advance claims analytics within IAG You will build models and conduct analysis to understand claims processes and the impact of changes to the claims experience that IAG can make, with a view to aiding critical business decisions. You will build tools and processes supporting the activation of claims and/or fraud detection analytics within IAG. Mentor and upskill team members Guidance and peer review of proposed approaches and completed work for data scientists, analysts and senior analysts in the team.   Skills & Experience Degree qualification in a related field; e.g. Statistics, Data Science, Mathematics, Computer Science, Engineering, Physics or other relevant technical field. Advanced programming and statistical modelling experience (including extensive use of modelling software such as R and Python). Advanced knowledge of analytics and data processing technologies and architectures. Excellent ability to communicate complex concepts with technical and non-technical audiences. Proven ability to coach, mentor and develop junior colleagues to ensure their ongoing technical and leadership development. Strong strategic thinking, grounded in a hands-on ability to deliver. Problem solving skills combined with a curious mindset are highly valued. Experience in building analytics applications for production deployment is desirable.   About Us At IAG, we believe that everyone has a unique point of view to share, shaped by their life experiences, cultures & passions. We celebrate and commit to: #Proud to be me – we value difference, not sameness #Together – harnessing our collective wisdom enables us to be our best for our customers & each other #No boxes – it’s not about labels, boxes or categories. It’s about building a diverse and inclusive mindset into everything we do   IAG is the largest general insurance group in Australia and New Zealand. IAG owns some of the region’s most trusted brands, including NRMA Insurance, CGU, SGIO, SGIC and WFI.   Let’s Talk Start your career journey with us and click ‘Apply’! In addition to a diverse and inclusive culture, some of our benefits include 13% superannuation, 50% insurance discounts, flexible work and leave options, generous parental leave and return to work program, recognition and reward program, and various corporate partner discounts.   We encourage Aboriginal and Torres Strait Islanders to apply for this position.   #-LI-AU
IAG Sydney NSW, Australia
19/09/2019
One of Australia’s leading general insurers Join a company where strong relationships are our foundation Part time position in our Bathurst office About NRMA NRMA Insurance is one of Australia’s most iconic and established brands. When you join us, you’re joining a respected and trusted general insurer who has been serving Australian individuals, families and businesses for generations.  NRMA is a part of IAG, the largest general insurance group in Australia and New Zealand, with a growing presence in Asia.   The Role This is a sales focused role, which requires achievement of business targets. You will need to display a high level of commitment towards customer service and be able to work as part of a dynamic and driven team. The role is part time, Monday – Friday (with rostered Saturdays) commencing 20 hours per week. Overtime may be required as needed, to cover annual and sick leave. Key Responsibilities: Face to face customer service Telephony customer service Daily Banking Dealing in Insurance Products, including Business Insurance Meeting set sales targets Cash Handling Meeting training and compliance requirements Community involvement   These are the skills and experience we’re looking for: High level of customer service and proven experience working in a customer facing role Able to deliver sales results and meet targets Good written and verbal communication skills Strong attention to detail Strong business acumen     How to Apply   To submit your interest in this role, please click the ‘Apply’ button below or Forward resume to:   fsc_leanne.attwater@iag.com.au                     Applications close:  Friday 27th September 2019   Disclaimer: The successful applicant will be employed by Camerons Motorist Services and not NRMA Insurance. Terms and Conditions apply.
IAG Melbourne VIC, Australia
18/09/2019
Senior Service Designer 12 month FTC, ideally Melbourne based   #Closer #Braver #Faster   The Role: As a senior service designer within our design practice you are responsible for running programs of work delivering customer centred products and services. The service design stream will see you managing programs of work that develop quality service experiences with clear business outcomes, delivering IAG customer centred products and services.   You use human centred and evidence-based design methodologies and tools to create and anticipate deliver customer and business value through human experiences.    You will direct teams on multiple projects using human-centred and participatory design methods to facilitate service improvement and new service design efforts.   You are responsible for connecting the dots between customer needs, technology, business and design.      Key Responsibilities: The position will lead streams of work across the design practice both bringing to life innovative products and services and supporting the ongoing evolution of our existing ones.   You will be working with a team of designers in collaboration with business, channel and product experts to bring to life new products and services that deliver beautiful customer experiences and business outcomes.    1) Design Practice  Continuously build your craft and skills in Service Design through formal learning, and practice and networking.   Continue to build practical craft and skills in service design and build the team through execution in practice, internal and external networks.  Lead a team of expert designers in the delivery of beautiful customer experiences.  Have skilled knowledge in at least 8 of the areas below, with the ability to apply and understand the others to high quality.  User research techniques:  Plan and conduct research activities with confidence engaging with customers and business using ethnographic and participatory methods, mediating between customer and business needs. Customer focussed validation:  Plan and run sessions that validate customer needs.   Behavioural design: Use discovery, user goal mapping, motivational analysis, behavioural change models and behavioural economics to map pathways to transformational customer experiences.   Communication: Be a storyteller, translating and communicating results in way that articulates the value, relevance and impact of new ideas.  Systems thinking: Use techniques such as service blueprinting, root cause analysis, and lean approaches to ensure service design deliverables connect end user experience and business operations.  Data analysis:  Ability to reference and apply data from key artefacts including journey maps, root cause analysis, segmentation to define problems.  Synthesis : Use a range of problem-solving techniques, including process improvement, innovation, and key research techniques to deliver actionable service proposals.  Prototyping: Ability to apply a range of prototyping techniques that make intangible future service experiences tangible.  Continually extend your knowledge of methodology and the best application to use for each problem - (Wayfinding, bodystorming, modelling, and use of tools including Sketch, Balsamiq, Axure, Adobe Creative Suite.) Workshop facilitation:  Facilitate and support workshops enabling diverse groups of stakeholders to share the valuable information from which original concepts can be developed.  User testing: Plan and conduct user interviews, synthesise and gather data and avoid key biases.  Use customer insights to drive and guide the development of new offerings, anticipate customer needs to build original hypotheses that offer to exceed customer expectations.  Simplify complex ideas into easily understood concepts using frameworks and other design artefacts.  Move beyond traditional ways of doing things, continually finding new ways to solve problems by combining and recombining knowledge, approaches and skills. Understand emerging service design techniques and when to use them.  Demonstrate visionary thinking and the ability to articulately paint credible pictures and visions of future experiences.  Encourage peers and stakeholders to explore alternative views building excitement in others to explore creative options, including encouraging constructive dissent.  Find and champion the best creative ideas and actively move them into implementation.  Try multiple, varied approaches to innovative ideas.  Ensure proposed solutions will benefit customer and business, balancing innovation and pragmatism.   2) Coaching & Mentoring  Coach team and community to enhance proficiency in design and business practices and approaches.   Champion and coach high quality design practice and theory to evolve design maturity.  Apply knowledge of personalities and team dynamics to solve problems and drive results.  Give credit and guidance regularly, even if the messages are difficult.  Recognise significant results in a way that motivates teams to high achievement.   Facilitate a culture of continuous improvement.  Promote high visibility of shared contributions to goals. Monitor relevant innovations in service design, presenting internally and externally to build shared knowledge.  Mentor others to investigate factors that will both help and hinder progress Maintain Service Design Practice body of knowledge, including updating and applying key tools.    3) Efficiency & Delivery  Apply critical work standards and expectations for project teams and hold team members accountable, escalating systemic problems affecting team performance.  Continually assesses the market potential of an innovative idea or solution  Work with ambiguity, staying focussed on plans while improvising as required to deliver a result.    Regularly sees the possibility in unknown situations converting them to tangible results.  Develop clear work plans based on realistic estimations to ensure timelines are met and outcomes achieved.  Develop robust experiments that can be validated through a range of metrics.   Work cross-functionally to execute design that meets business and customer requirements.  Make significant progress and remains calm and composed, even when things are uncertain.  Present with confidence in a range of internal and external situations, including client presentations and conferences.  Confidently elaborate and defend ideas, documenting results with stories that inspire.  Manage the build, application and maintenance of key tools and frameworks (journey maps, blueprints customer segments, pattern libraries etc).   4) Strategy & Business Acumen  Continually seek ways to understand the operation of the business and how design services strategy.   Formulate clear program strategy mapping aggressive steps that will clearly accelerate the delivery of customer goals.  Validate the alignment of programs of work to organisational vision and strategy Recognise and lead the need to pivot and reframe a problem to maintain progress.  Collaborate with an extended professional network of contacts to help identify, plan for and accomplish objectives.  Articulate credible pictures and visions of possibilities to assist stakeholders in understanding how design work that will create sustainable business and customer value.  Proactively communicate with stakeholders delivering salient points that deliver the most impact to demonstrate progress to key milestones.  Model collaboration across the organization.    Skills & Experience: Identify, frame and challenge problems Collaborate with the business, experts and customers to identify evidence-based opportunities that improve customer experience and deliver business value Design fit-for-purpose solutions that meet customer desirability and align to business viability and feasibility Support the delivery of road maps that enable the business to successfully execute on design opportunities Create frameworks that enable the business to make strategic decisions Champion HCD within the business Create and manage tools and templates for the service design team Design practice gained through a mix of environments including agency, preferably some experience within a large corporate design team. e.g. Insurance, Financial Service, Customer Service – no need to state actual years   Qualifications: Undergraduate degree or advanced diploma in a design related discipline.  Involvement in design networks to support your own practice.  Experience in leading successful outcome driven project teams. Strong history of delivery with tangible project outcomes and portfolio.   About Us At IAG, we believe that everyone has a unique point of view to share, shaped by their life experiences, cultures & passions. We celebrate and commit to: #Proud to be me – we value difference, not sameness #Together – harnessing our collective wisdom enables us to be our best for our customers & each other #No boxes – it’s not about labels, boxes or categories. It’s about building a diverse and inclusive mindset into everything we do IAG is the largest general insurance group in Australia and New Zealand. IAG owns some of the region’s most trusted brands, including NRMA Insurance, CGU, SGIO, SGIC and WFI.   Let’s Talk Start your career journey and join an inclusive culture that celebrates YOU! We offer 13% superannuation, flexible work and leave options. To find out more, click Apply.   We encourage Aboriginal and Torres Strait Islanders to apply for this position.   Please note, applications will close Wednesday 2nd October.   #LI-AU
IAG Brisbane QLD, Australia
18/09/2019
#CLOSER #BRAVER #FASTER   The Role The purpose of the role and your unique contribution is to use your blend of business, data & technical skills to analyse performance and consolidate insights across the Customer Relations value chain to support business decision making to reduce customer irritants and drive customer advocacy. As a subject matter expert, you will lead a team to identify trends; sub optimal service delivery and commercial performance; perform deep dive analysis to deliver critical insights; and importantly to make recommendations for improvement based on the same. The role has responsibility for working closely with specific business functions to close gaps & improve performance.   Key Responsibilities Act as the point of contact for Customer Relations and ensure the delivery of all Data, Analytics, Reporting and Insights requirements. Measure and evaluate core operational data and service performance to identify process improvement opportunities to drive innovation and support the CR and IAG business to make decisions that will reduce customer irritants and drive customer advocacy. Perform and facilitate ad-hoc analysis & deep dives to generate business cases that will support decisions that will reduce customer irritants and drive customer advocacy across IAG. Co-ordinate responses for holistic views of IAG Complaints and Dispute data regulatory, operational performance and other requests requiring information. Work with key stakeholders across IAG and/or third parties to prioritise reporting and insights requests and to design, deliver & uplift CR Insights and Reporting Build and maintain a mutually supportive, consistent and transparent relationship with the supported business function and relevant stakeholders and peers across IAG to drive a collaborative working environment Working with teams and other members of IAG to develop and deliver the CR Insights & Harmonised Reporting Strategy   Skills & Experience 7-10 years’ experience with analytical role using data to provide recommendations to business Sound understanding of data governance frameworks and protocols to support the delivery of analytics and insights Experience leading a high performing team and deliver capability uplift within a changing environment Able to build and maintain collaborative working relationships with both internal and external stakeholders Effective participation in leadership team environment Sound negotiation and influencing skills Excellent PC skills, including reporting & analysis tools such as SQL, Tableau, Cognos, SAS, MS Excel Tertiary qualification/s in business, finance, management or related fields   About Us At IAG, we believe that everyone has a unique point of view to share, shaped by their life experiences, cultures & passions. We celebrate and commit to: #Proud to be me – we value difference, not sameness #Together – harnessing our collective wisdom enables us to be our best for our customers & each other #No boxes – it's not about labels, boxes or categories. It's about building a diverse and inclusive mindset into everything we do IAG is the largest general insurance group in Australia and New Zealand. We own some of the region's most trusted brands, including NRMA Insurance, CGU, SGIO, SGIC and WFI.   Let's Talk Start your career journey with us and click ‘Apply'! In addition to a diverse and inclusive culture, some of our benefits include 13% superannuation, 50% insurance discounts, flexible work and leave options, generous parental leave and return to work program, recognition and reward program, and various corporate partner discounts. We encourage Aboriginal and Torres Strait Islanders to apply for this position.  
IAG Melbourne VIC, Australia
18/09/2019
#CLOSER #BRAVER #FASTER   The Role The purpose of the role and your unique contribution is to use your blend of business, data & technical skills to analyse performance and consolidate insights across the Customer Relations value chain to support business decision making to reduce customer irritants and drive customer advocacy. As a subject matter expert, you will lead a team to identify trends; sub optimal service delivery and commercial performance; perform deep dive analysis to deliver critical insights; and importantly to make recommendations for improvement based on the same. The role has responsibility for working closely with specific business functions to close gaps & improve performance.   Key Responsibilities Act as the point of contact for Customer Relations and ensure the delivery of all Data, Analytics, Reporting and Insights requirements. Measure and evaluate core operational data and service performance to identify process improvement opportunities to drive innovation and support the CR and IAG business to make decisions that will reduce customer irritants and drive customer advocacy. Perform and facilitate ad-hoc analysis & deep dives to generate business cases that will support decisions that will reduce customer irritants and drive customer advocacy across IAG. Co-ordinate responses for holistic views of IAG Complaints and Dispute data regulatory, operational performance and other requests requiring information. Work with key stakeholders across IAG and/or third parties to prioritise reporting and insights requests and to design, deliver & uplift CR Insights and Reporting Build and maintain a mutually supportive, consistent and transparent relationship with the supported business function and relevant stakeholders and peers across IAG to drive a collaborative working environment Working with teams and other members of IAG to develop and deliver the CR Insights & Harmonised Reporting Strategy   Skills & Experience 7-10 years’ experience with analytical role using data to provide recommendations to business Sound understanding of data governance frameworks and protocols to support the delivery of analytics and insights Experience leading a high performing team and deliver capability uplift within a changing environment Able to build and maintain collaborative working relationships with both internal and external stakeholders Effective participation in leadership team environment Sound negotiation and influencing skills Excellent PC skills, including reporting & analysis tools such as SQL, Tableau, Cognos, SAS, MS Excel Tertiary qualification/s in business, finance, management or related fields   About Us At IAG, we believe that everyone has a unique point of view to share, shaped by their life experiences, cultures & passions. We celebrate and commit to: #Proud to be me – we value difference, not sameness #Together – harnessing our collective wisdom enables us to be our best for our customers & each other #No boxes – it's not about labels, boxes or categories. It's about building a diverse and inclusive mindset into everything we do IAG is the largest general insurance group in Australia and New Zealand. We own some of the region's most trusted brands, including NRMA Insurance, CGU, SGIO, SGIC and WFI.   Let's Talk Start your career journey with us and click ‘Apply'! In addition to a diverse and inclusive culture, some of our benefits include 13% superannuation, 50% insurance discounts, flexible work and leave options, generous parental leave and return to work program, recognition and reward program, and various corporate partner discounts. We encourage Aboriginal and Torres Strait Islanders to apply for this position.  
IAG Brisbane QLD, Australia
18/09/2019
The Role The purpose of the role and your unique contribution is to enable the Concierge Team to deliver a great experience for customers lodging complaints and disputes. This will include reshaping the current functionality to meet emerging requirements regarding triaging and allocation of complaints and the development of a clear digital strategy to drive greater efficiency and effectiveness. Key Responsibilities: Partner with key stakeholders from across the IAG Group to ensure the Concierge team provides key services to Customers, Stakeholders and other members of Customer Relations, including the creation of new functionality to deliver recording and triaging of all complaints, file allocation, workflow management for all of Customer Relations & full call metric reporting. Accountable for developing and managing the resourcing and scheduling plan for all of Customer Relations to ensure the right amount of people are available when our customers need them. Develop the Customer Relations Customer Complaint Management Contact Roadmap by working collaboratively with broader IAG stakeholders. Identify continuous improvement opportunities, and influence and partner with relevant stakeholders to make changes and embed in the Concierge Team new ways of working, i.e.  digitisation, text analytics, virtual hold options & designated quick contact lines to relevant areas such as operational partners & NRMA Motor Services. Influence and ensure long term strategic projects regarding customer contact about Complaints and Disputes are fit for purpose. Work collaboratively as a member of the Customer Relations leadership team to prioritise activity to achieve overall business performance. Build and maintain mutually supportive, consistent and transparent relationships within Customer Relations and with relevant stakeholders and peers across IAG to drive a collaborative working environment. Coach and develop people to assist them to capitalise on existing skill sets and develop additional skills.   Skills & Experience 7+ years leadership experience in complex and large corporate environments, including but not limited to running large teams, business improvement, project delivery, leading sales/service/claims/support function teams. Advanced collaboration, relationship-building and effective influencing skills, inclusive of multiple stakeholders and functions across the business. Demonstrated ability to assess and link operational decisions to business plans and strategic goals. Demonstrated ability in the management of contact centre metrics/technology. Action orientated with demonstrated ability to achieve performance outcomes by delivering results to agreed timeframes and milestones in pressured and changing environments. Highly effective influencing and communication skills. Skilled in budget and benefit identification and ownership within a complex operating environment. Experience in identifying, managing and mitigating risks. Able to build and maintain collaborative working relationships with both internal and external stakeholders. Effective participation in leadership team environment Relevant tertiary qualification/s and/or relevant industry experience. Relevant industry or specialist qualifications e.g. ANZIIF, Lean 6 Sigma.   About Us   At IAG, we believe that everyone has a unique point of view to share, shaped by their life experiences, cultures & passions. We celebrate and commit to: #Proud to be me – we value difference, not sameness #Together – harnessing our collective wisdom enables us to be our best for our customers & each other #No boxes – it’s not about labels, boxes or categories. It’s about building a diverse and inclusive mindset into everything we do IAG is the largest general insurance group in Australia and New Zealand. We own some of the region’s most trusted brands, including NRMA Insurance, CGU, SGIO, SGIC and WFI.   Let’s Talk Start your career journey with us and click ‘Apply’! In addition to a diverse and inclusive culture, some of our benefits include 13% superannuation, 50% insurance discounts, flexible work and leave options, generous parental leave and return to work program, recognition and reward program, and various corporate partner discounts. We encourage Aboriginal and Torres Strait Islanders to apply for this position.  
IAG Melbourne VIC, Australia
18/09/2019
#Closer #Braver #Faster   Permenant Role Open to candidates from Melbourne or Sydney   The Role   The purpose and unique contribution of the Manager Platform Services role is to be a key contributor to the planning and execution of the technology strategy for some of IAG’s most business-critical and strategic platforms. You will provide exceptional leadership to an agile platform delivery and operations team, whilst ensuring the stable operation of the platform is maintained as you transform the platform in line with our strategic priorities. You will lead the technology change within your platform and collaborate with other platforms and stakeholders to deliver great business outcomes.   This role sits within the Claims Platform and will be responsible for modernising our support model as well as designing and building the core roles and processes to build our “Guidewire Practice”. You will be a key player as we shape ourselves and the organisation to operate a true Strategic Platform. You would have up to 200 people working on this platform (Trans-Tasman) at any given point in time.   You will be responsible to develop and -ensure technical, design and QA standards are in place and adhered to whilst delivering operational and performance excellence and anoptimised  run cost for the platform. To be successful in this role you will be an experienced leader with strong technical skills and knowledge, customer focussed, results driven and able to work collaboratively with our people, customers and partners. You will cultivate innovation within your team and partners and will demonstrate and encourage life-long learning.   Key Responsibilities   Support the development and execution of the platform application strategy ensuring alignment to the enterprise strategy and Technical roadmaps Proactively manage demand and capacity across platform to deliver on prioritised and approved demand, whilst reducing key person dependencies Govern and ensure high availability and reliability of the platform as per the agreed service levels Manage an ethical business with adherence to IAG’s governance and risk policies Build strategic relationships across IAG and partners to ensure high quality outcomes in platform delivery and support   Skills & Experience   Prior experience running enterprise-wide platform services teams (preferably Insurance Claims or Policy related) People management including talent development Experience working with Partners and Suppliers Leadership experience in application development and operations Experience leading agile delivery teams Workforce planning, budgeting and forecasting Technology strategy development and execution   About Us   At IAG, we believe that everyone has a unique point of view to share, shaped by their life experiences, cultures & passions. We celebrate and commit to: #Proud to be me – we value difference, not sameness #Together – harnessing our collective wisdom enables us to be our best for our customers & each other #No boxes – it’s not about labels, boxes or categories. It’s about building a diverse and inclusive mindset into everything we do IAG is the largest general insurance group in Australia and New Zealand. IAG owns some of the region’s most trusted brands, including NRMA Insurance, CGU, SGIO, SGIC and WFI.   Let’s Talk   Start your career journey with us and click ‘Apply’! Applications Closing on 2nd of October 2019   In addition to a diverse and inclusive culture, some of our benefits include 13% superannuation, 50% insurance discounts, flexible work and leave options, generous parental leave and return to work program, recognition and reward program, and various corporate partner discounts.   We encourage Aboriginal and Torres Strait Islanders to apply for this position.   #LI-AU
IAG Sydney NSW, Australia
18/09/2019
#Closer #Braver #Faster   Permenant Role Open to candidates from Melbourne or Sydney   The Role   The purpose and unique contribution of the Manager Platform Services role is to be a key contributor to the planning and execution of the technology strategy for some of IAG’s most business-critical and strategic platforms. You will provide exceptional leadership to an agile platform delivery and operations team, whilst ensuring the stable operation of the platform is maintained as you transform the platform in line with our strategic priorities. You will lead the technology change within your platform and collaborate with other platforms and stakeholders to deliver great business outcomes.   This role sits within the Claims Platform and will be responsible for modernising our support model as well as designing and building the core roles and processes to build our “Guidewire Practice”. You will be a key player as we shape ourselves and the organisation to operate a true Strategic Platform. You would have up to 200 people working on this platform (Trans-Tasman) at any given point in time.   You will be responsible to develop and -ensure technical, design and QA standards are in place and adhered to whilst delivering operational and performance excellence and anoptimised  run cost for the platform. To be successful in this role you will be an experienced leader with strong technical skills and knowledge, customer focussed, results driven and able to work collaboratively with our people, customers and partners. You will cultivate innovation within your team and partners and will demonstrate and encourage life-long learning.   Key Responsibilities   Support the development and execution of the platform application strategy ensuring alignment to the enterprise strategy and Technical roadmaps Proactively manage demand and capacity across platform to deliver on prioritised and approved demand, whilst reducing key person dependencies Govern and ensure high availability and reliability of the platform as per the agreed service levels Manage an ethical business with adherence to IAG’s governance and risk policies Build strategic relationships across IAG and partners to ensure high quality outcomes in platform delivery and support   Skills & Experience   Prior experience running enterprise-wide platform services teams (preferably Insurance Claims or Policy related) People management including talent development Experience working with Partners and Suppliers Leadership experience in application development and operations Experience leading agile delivery teams Workforce planning, budgeting and forecasting Technology strategy development and execution   About Us   At IAG, we believe that everyone has a unique point of view to share, shaped by their life experiences, cultures & passions. We celebrate and commit to: #Proud to be me – we value difference, not sameness #Together – harnessing our collective wisdom enables us to be our best for our customers & each other #No boxes – it’s not about labels, boxes or categories. It’s about building a diverse and inclusive mindset into everything we do IAG is the largest general insurance group in Australia and New Zealand. IAG owns some of the region’s most trusted brands, including NRMA Insurance, CGU, SGIO, SGIC and WFI.   Let’s Talk   Start your career journey with us and click ‘Apply’! Applications Closing on 2nd of October 2019   In addition to a diverse and inclusive culture, some of our benefits include 13% superannuation, 50% insurance discounts, flexible work and leave options, generous parental leave and return to work program, recognition and reward program, and various corporate partner discounts.   We encourage Aboriginal and Torres Strait Islanders to apply for this position.  #LI-AU
IAG Melbourne VIC, Australia
18/09/2019
#CLOSER #BRAVER #FASTER     Permanent Role Open to Sydney or Melbourne CL Digital, API Enablement     The Role   This is a newly created role in Customer Labs Digital, API Enablement Team. The primary focus of this role would be to build on the first iteration of the IAG API strategy. As a Developer you will work with business and technical leaders to establish new capability with our teams, create autonomy in our platforms with an API first approach to integration and become an evangelist for progressive thinking on API’s as a product both internally and externally.     Key Responsibilities: Build out and continually enhance the API strategy, evolving the internal architectural considerations and incorporating business priorities. Partner with platforms, providing capability uplift and engineering support to assist platforms with their roadmaps to realise the concept of ‘smart endpoints’ with ‘dumb pipes’. Support the Integration Ops team, in conjunction with platforms, in simplifying the legacy integration infrastructure Be an evangelist for APIs both internally and externally to raise the awareness of the value IAG APIs. Develop and maintain the Customer Identity and Access Management system for our consumer brands.     Skills & Experience Strong Application/Software Development Background Relevant IT industry experience in within a complex technology operating environment. Strong communication skills, including the ability to translate deep technical concepts into simple and easily understood business terms Must be independent and self-directed but able to work and lead a team of both technical individuals Knowledge across architecture disciplines, application development methodologies, tools and modern DevOps ways of working Demonstrated hands-on practical implementation experience with modern integration practices and patterns such as SOA, EAI/MOM, ESB, micro services, REST Deep understanding of building out modern architectures using approaches that favour choreography over orchestration using REST application architectures Understanding of IaaS, SaaS, PaaS Knowledge of Identity & Access Management Exposure to AWS would be beneficial     A bout Us   At IAG, we believe that everyone has a unique point of view to share, shaped by their life experiences, cultures & passions. We celebrate and commit to: #Proud to be me – we value difference, not sameness #Together – harnessing our collective wisdom enables us to be our best for our customers & each other #No boxes – it’s not about labels, boxes or categories. It’s about building a diverse and inclusive mindset into everything we do IAG is the largest general insurance group in Australia and New Zealand. We own some of the region’s most trusted brands, including NRMA Insurance, CGU, SGIO, SGIC and WFI.     Let’s Talk   Start your career journey with us and click ‘Apply’! Applications Closing on 2nd of October 2019   In addition to a diverse and inclusive culture, some of our benefits include 13% superannuation, 50% insurance discounts, flexible work and leave options, generous parental leave and return to work program, recognition and reward program, and various corporate partner discounts.   We encourage Aboriginal and Torres Strait Islanders to apply for this position. #LI-AU
IAG Sydney NSW, Australia
18/09/2019
#CLOSER #BRAVER #FASTER •    6-12 months’ Contract Opportunity •    Sydney CBD •    Injury Coder - Australia Division   The Role  We have an exciting opportunity for an Injury Coder to join our team at IAG and work in our new offices in Sydney CBD. The Opportunity IAG is the largest general insurance group in Australia and New Zealand. IAG owns some of the region’s most trusted brands, including NRMA Insurance, CGU, SGIO, SGIC and WFI. Specifically, we have an exciting opportunity for an Injury Coder to join the CTP Claims team based in Sydney. The primary purpose of the Injury Coder role is to support CTP claim outcomes through the timely identification, assessment and recording of accident related injuries through assigning appropriate injury codes, also used for reporting to the Regulator (SIRA).  As an active and empowered team member, you will provide well developed and accurate classification for injury claims, with a focus on exceptional service and delivery timelines, claims segmentation outcomes and working towards the goal of one LTC team.     Key Responsibilities •    Review, analyse, interpret and accurately input injury code CTP claims using the Abbreviated Injury Scale (AIS) 2005 ed. System in accordance with legislative requirements •    Provide accurate rehabilitation screening of all new CTP claims. •    Maintain a high level of personal commitment by enthusiastically providing service and support to all relevant parties •    Drive customer focus and opportunities for improvement through the Customer experience by ensuring injury coding, as part of the claims cycle, is managed and actioned effectively and appropriately for our customers; with alignment to the Personal Injury thinking and the shared vision. •    Participate and support a team culture which drives a continuous improvement mindset to continue to develop capability to deliver improved outcomes for the company.   Skills & Experience •    Bachelor of Health Science (Majoring in Health Information Management) or allied health qualification •    Injury Coding experience, preferably AIS •    Excellent analytical skills including the ability to develop solutions and courses of action by identifying key issues and determining cause-effect relationships •    Exceptional attention to detail •    Proficient keyboard skills and knowledge of Microsoft Office (preferred) About Us  At IAG, we believe that everyone has a unique point of view to share, shaped by their life experiences, cultures & passions. We celebrate and commit to:  #Proud to be me – we value difference, not sameness #Together – harnessing our collective wisdom enables us to be our best for our customers & each other #No boxes – it’s not about labels, boxes or categories. It’s about building a diverse and inclusive mindset into everything we do IAG is the largest general insurance group in Australia and New Zealand. We own some of the region’s most trusted brands, including NRMA Insurance, CGU, SGIO, SGIC and WFI.  Let’s Talk  Start your career journey with us and click ‘Apply’! In addition to a diverse and inclusive culture, some of our benefits include 13% superannuation, 50% insurance discounts, flexible work and leave options, generous parental leave and return to work program, recognition and reward program, and various corporate partner discounts.  We encourage Aboriginal and Torres Strait Islanders to apply for this position. #LI-AU  
IAG Melbourne VIC, Australia
18/09/2019
The Role The purpose of the role and your unique contribution is to enable the Concierge Team to deliver a great experience for customers lodging complaints and disputes. This will include reshaping the current functionality to meet emerging requirements regarding triaging and allocation of complaints and the development of a clear digital strategy to drive greater efficiency and effectiveness. Key Responsibilities: Partner with key stakeholders from across the IAG Group to ensure the Concierge team provides key services to Customers, Stakeholders and other members of Customer Relations, including the creation of new functionality to deliver recording and triaging of all complaints, file allocation, workflow management for all of Customer Relations & full call metric reporting. Accountable for developing and managing the resourcing and scheduling plan for all of Customer Relations to ensure the right amount of people are available when our customers need them. Develop the Customer Relations Customer Complaint Management Contact Roadmap by working collaboratively with broader IAG stakeholders. Identify continuous improvement opportunities, and influence and partner with relevant stakeholders to make changes and embed in the Concierge Team new ways of working, i.e.  digitisation, text analytics, virtual hold options & designated quick contact lines to relevant areas such as operational partners & NRMA Motor Services. Influence and ensure long term strategic projects regarding customer contact about Complaints and Disputes are fit for purpose. Work collaboratively as a member of the Customer Relations leadership team to prioritise activity to achieve overall business performance. Build and maintain mutually supportive, consistent and transparent relationships within Customer Relations and with relevant stakeholders and peers across IAG to drive a collaborative working environment. Coach and develop people to assist them to capitalise on existing skill sets and develop additional skills.   Skills & Experience 7+ years leadership experience in complex and large corporate environments, including but not limited to running large teams, business improvement, project delivery, leading sales/service/claims/support function teams. Advanced collaboration, relationship-building and effective influencing skills, inclusive of multiple stakeholders and functions across the business. Demonstrated ability to assess and link operational decisions to business plans and strategic goals. Demonstrated ability in the management of contact centre metrics/technology. Action orientated with demonstrated ability to achieve performance outcomes by delivering results to agreed timeframes and milestones in pressured and changing environments. Highly effective influencing and communication skills. Skilled in budget and benefit identification and ownership within a complex operating environment. Experience in identifying, managing and mitigating risks. Able to build and maintain collaborative working relationships with both internal and external stakeholders. Effective participation in leadership team environment Relevant tertiary qualification/s and/or relevant industry experience. Relevant industry or specialist qualifications e.g. ANZIIF, Lean 6 Sigma.   About Us   At IAG, we believe that everyone has a unique point of view to share, shaped by their life experiences, cultures & passions. We celebrate and commit to: #Proud to be me – we value difference, not sameness #Together – harnessing our collective wisdom enables us to be our best for our customers & each other #No boxes – it’s not about labels, boxes or categories. It’s about building a diverse and inclusive mindset into everything we do IAG is the largest general insurance group in Australia and New Zealand. We own some of the region’s most trusted brands, including NRMA Insurance, CGU, SGIO, SGIC and WFI.   Let’s Talk Start your career journey with us and click ‘Apply’! In addition to a diverse and inclusive culture, some of our benefits include 13% superannuation, 50% insurance discounts, flexible work and leave options, generous parental leave and return to work program, recognition and reward program, and various corporate partner discounts. We encourage Aboriginal and Torres Strait Islanders to apply for this position.