Total 50 job vacancies by TAL

The Claims Consultant is responsible for the proactive management of a portfolio of life insurance claims in accordance with TAL’s claims philosophy, claims handling procedures, policy terms & conditions and in accordance with the Life Insurance Code of Practice and other legislative and regulatory requirements.  

This may include but is not limited to;

• Adhering to external regulations (e.g. Privacy and Life Insurance Code of Practice) and all relevant legislation and industry guidelines.
• Ensuring all interactions with Customers, Advisers and other internal and external stakeholders adhere to TAL’s Customer Service Culture through the provision of high-quality, accurate and compliant work.
• Contributing to department and company projects as required.
• Gathering and interpreting relevant information to form an appropriate claims strategy.
• Effective determination of correct benefit entitlement ensuring that legitimate claims are paid in a timely manner in accordance with policy terms and conditions.
• Working collaboratively with Technical Specialists, Recovery & Support Specialists, Health Services and other internal stakeholders.
• Arranging and participating in case conferences and peer case discussions, including preparation of documentation, record keeping and completion of agreed actions.
• Providing exceptional customer service, including proactively managing communication with customers and clients relating to the management of the claim and initiating support options, where appropriate.
• Customer and partner stakeholder management (e.g. advisers, trustees, fund administrators) whilst monitoring service delivery and quality.

• Provide ongoing coaching and mentoring to Case Managers (and/or external stakeholders) on the claims management process, enabling them to provide exceptional customer service to clients, including guidance on handling communication with clients relating to the management of their claim and attending to client’s enquiries;
• Being the escalation point for technical advice for Case Managers, undertake duties including:
  • Authorise and review claims (and associated benefits payments), including where above delegated authority of Case Managers;
  • Interpretation and advice regarding hypothetical claims scenarios;
  • undertake quality assurance reviews of claims files;
  • provide advice on the technical interpretation of policies and contract requirements; and
  • take accountability for the resolution of customer complaints or requests for decision reviews (within authority);
• Continuously support the Claims Team Manager (or Senior Claims Specialists), including acting as the second-in-charge for the relevant Claims Team, triaging of claims files to Case Managers, providing feedback to the Claims Team Manager on the successes and development opportunities for Case Managers, as required;
• Liaising with internal and external stakeholders, to ensure the timely and quality management of claims, including participating in case conferences, peer case discussions and working closely with the Claims Technical Training team to identify and develop training package needs;
• Generation of reports for the Claims Team and Claims Leadership Team (such as Traffic Light reports), to enable the efficient and effective management of the team;
• Continuously reviewing Claims processes and frameworks to seek out opportunities for improvement in the overall claims experience for customers;
• Participate in business area and/or Company projects as required

The Reporting and Data Analyst plays a crucial role by transforming raw data into meaningful insights that drive decision-making. The primary responsibilities include collecting, analysing, and interpreting data from various sources. They create detailed reports, visualisations, and storytelling to highlight key metrics and trends, making complex data more accessible and understandable for stakeholders. This role often involves working with tools like SQL, Excel, and data visualisation software such as Tableau and/or Power BI.

In addition to reporting, data analysts delve deeper into the data to uncover patterns and insights that can inform strategic decisions. They perform tasks such as data cleaning, data mining, statistical analysis, and predictive modelling. By interpreting data within the context of business objectives, they help to identify opportunities for improvement, optimise
operations, and predict future trends, while maintaining a focus on data governance and quality. This dual focus on reporting and analysis ensures that businesses not only understand their current performance but also have business insights needed to plan and document.

A Reporting and Data Analyst in data and analytics typically has several key accountabilities:

Data Governance

• Understanding of data policies, standards, and regulations.

Data Quality, Integration and Management

• Data Mining: Skills in extracting patterns and insights from large datasets.
• Data Collection: Gather data from various sources, including databases, APIs, and flat files.
• Data Cleaning: Ensure data quality by cleaning and preprocessing data to remove inconsistencies and errors.
• Data Warehousing: Design and maintain data warehouses to store and organise large volumes of data.

Data Architecture

• Knowledge of data structures, databases, and storage solutions.
• BI Solutions: Develop and implement BI solutions, including dashboards, reports, and data visualisations.

Reporting and Visualisation

• Dashboard Creation: Create interactive and user-friendly dashboards using tools like Power BI and/or Tableau.
• Data Storytelling: the ability to communicate your insights through compelling narratives.
• Report Generation: Develop reports that provide actionable insights to stakeholders, helping them make informed decisions.
• Data Visualisation: Use data visualisation techniques to present complex data in an easily understandable format.

Agile Practices

• Demonstrate the success of a product release, encompassing a shared understand of finished quality product.

Drives Results

• Organises workload and priorities to adhere to agreed timeframes and service standards.
• Explores alternative solutions to improve effectiveness and productivity within the team.
• Makes informed and timely decisions when appropriate, weighing up risks and outcomes using sound risk awareness and management practices.

As part of the Line 2 Risk Office, you will work in a diverse and varied capacity to continue to uplift risk management capabilities at TAL.

This role is responsible for the oversight of TAL’s financial risks including the management of the Risk Appetite Statement, ICAAP Summary Statement, Recovery Plan and other risk policies and frameworks. You will work closely with business and actuarial teams to
provide advice and oversight to strengthen financial and insurance risk governance and play a key role in overseeing product sustainability for TAL’s existing and new businesses.

• Provide risk and compliance advice, insights and challenge to support the embedment of the Risk Management Framework with a focus on financial risks.
• Lead the design, implementation and maintenance of the Risk Appetite Statement and the Recovery Plan.
• Partner with the Capital team to enhance and challenge the Internal Capital Adequacy Assessment Process (ICAAP) framework.
• Provide insights and coordinate the development of stress scenarios.
• Establish strong relationships with business stakeholders to embed and increase awareness of the Risk Management Framework.
• Provide risk advice on projects relating to the financial risk portfolio.
• Conduct reviews on emerging risks and other focus areas.
• Present the outcomes of reviews to senior management and at Board or committee meetings.
• Provide guidance and support to direct report and other members of the broader Risk Office.

This role is responsible for improving and maintaining TAL’s Business Continuity capabilities through:

• Assisting key representatives within the Business to enhance TAL’s Business Impact Analysis and Business Continuity Plan documentation in accordance with concepts defined within CPS 230 (e.g. impact tolerance levels)
• Working with representatives from Technology and the Business to enhance developed process maps and related dependencies (e.g. applications, third parties, other teams and key personnel)
• Strengthening TAL’s Business Continuity practices in the refinement of potential disruption scenarios relevant to TAL’s business to help guide and inform workaround/recovery strategies to be considered by the business
• Serving as a Business Continuity and Crisis Management liaison, responsible for information sharing and developing relationships with key internal and external stakeholders

This role is a 12-month Fixed Term Contract.

Recruiting now for a start date of Monday 13th January 2025.

The role of a Claims Consultant is a challenging and rewarding role within the Life Insurance Industry. It requires you to assess and adjudicate on claims made by individuals under their policies who are at their most vulnerable (sick or injured) efficiently, fairly, and honestly. As a part of the role, you will at times interact with a variety of customers, doctors, accountants, lawyers, rehabilitation experts with a goal to make decisions.

It is different every day. We recognise that when our customers come to us with a claim, they’re setting out in a direction they didn’t expect. As the experts, our Claims team offers guidance and support and help them navigate something they’ve probably never experienced before. We make sure we’re providing clarity and certainty every step of the way.

Recruiting now for a start date of Monday 13th January 2025.

The role of a Claims Consultant is a challenging and rewarding role within the Life Insurance Industry. It requires you to assess and adjudicate on claims made by individuals under their policies who are at their most vulnerable (sick or injured) efficiently, fairly, and honestly. As a part of the role, you will at times interact with a variety of customers, doctors, accountants, lawyers, rehabilitation experts with a goal to make decisions.

It is different every day. We recognise that when our customers come to us with a claim, they’re setting out in a direction they didn’t expect. As the experts, our Claims team offers guidance and support and help them navigate something they’ve probably never experienced before. We make sure we’re providing clarity and certainty every step of the way.

Office administrative support duties, including handling mail, electronic filing, and indexing. Operates office equipment such as folding machine, photocopier, faxing and scanning. Please note, this role is 100% onsite.

Your Primary responsibilities:

• Open and sorting of daily mail (in and outbound)
• Scanning and indexing of inbound correspondence
• Banking of incoming money
• Delivering and picking up mail from across the building
• Allocated work completed within agreed Service standards with high quality output
•  Assist other Service teams in other areas (including call center) to help achieve departmental goals during peak periods
• Ability to demonstrate organisation skills and communicate effectively with the team and peers to achieve team objectives and goals
• Participate in team meetings and personal development discussions
• Identify opportunities for process improvements
• Input into the development of procedure
• Ensure adherence with TAL’s Risk framework and guidelines 
• Looks for ways to improve own effectiveness and productivity
• Resolves customer problems and complaints, escalating where required
• Participate in team activities with enthusiasm, humor and respect

• 12 month opportunity

This position helps develop and implement multi-channel mandatory communications (cover letters, policy documentation, forms and policy schedules) to keep customers informed about their policy details throughout their lifecycle. The role works with the Customer Correspondence team and business stakeholders (Product, Legal, Compliance etc) to write and implement clear and concise mandatory communications and collateral, ensuring TAL meets our regulatory and compliance requirements.

• 12-Month Fixed Term Contract

Are you ready to help shape the future of insurance? Join us at TAL as a Claims Policy & Communications Consultant, where you’ll play a key role in supporting the transformation of our claims process through best-in-class collateral that ensures compliance with regulatory requirements.

In this dynamic 12-month project role, you’ll be responsible for driving the delivery of claims correspondence into our cutting-edge digital platform.

What you’ll be doing:

• Leading the transformation of claims correspondence delivery in partnership with Continuous Delivery and Claims Effectiveness teams.
• Managing and maintaining our letter and form catalogues, ensuring key regulatory compliance, including the Life Insurance Code of Practice.
• Building strong relationships with stakeholders to ensure we deliver exceptional service and outcomes for our customers.
• Administering change briefing sessions to keep key players informed and engaged throughout the project.
• Staying up to date with industry trends to anticipate business impacts and maintain excellence in claims collateral management.

This role is your opportunity to contribute to meaningful change and help protect the lives of millions of Australians through innovative, customer-focused solutions.

This position is responsible for supporting Quality Assurance for Claims. You will provide claims administrative support services to other parts of the business within specified guidelines and may be directly supervised.

In addition to this the Claims Quality Assurance Officer will provide ongoing file maintenance and administrative support to Quality Assurance Managers, Specialists and Consultants as well as supporting the overall quality assurance process.

In this role you will:

• Provides Claims Quality Assurance administrative support service within specified guidelines and TAL values.
• Responds to QA enquiries where basic analysis and the provision of information is needed in order to resolve the issue, escalating where necessary.
• Records all information accurately on appropriate systems.
• Responsible for spotting opportunities for service and process improvement and feeding suggestions to manager.
• Offers support to team members, sharing learning and best practice in order to contribute to overall team effectiveness.
• Understand the responsibility of TAL in relation to the Privacy law and compliance guidelines and execute QA within these laws and guidelines.
• Proactively raise and support rectification of compliance breaches.
• Produce high-quality, accurate and compliant work.
• Ensure adherence to regulatory and TAL’s policies and procedures.
• Raise potential risk issues in daily operations across systems, policies and procedures that may result in TAL being exposed to financial instability, fraud, not fulfilling regulatory requirements or litigation including behaviours that may be discriminatory or undermine TAL’s core values.
• Collaborates with others to ensure that the customer gets a flawless product or service.

The Senior Claims Consultant is responsible for the proactive management of a portfolio of complex life insurance claims in accordance with TAL’s claims philosophy, claims handling procedures, policy terms & conditions and in accordance with the Life Insurance Code of Practice and other legislative and regulatory requirements.  A key focus of this role involves providing a best-in-class customer and client (e.g. advisers, trustees, fund administrators) experience, including regular communication in relation to the status of claims and managing expectations, to deliver on quality health and claim outcomes.

Accountabilities include:

• Manage a portfolio of complex life insurance claims in a proactive, cost-effective manner

• Ensure accurate claim assessment in line with policy terms and conditions

• Gathering and interpreting relevant information to form an appropriate claims strategy

• Effective determination of correct benefit entitlement ensuring that legitimate claims are paid in a timely manner

• Work collaboratively with Technical Specialists, Recovery & Support Specialists, Health Services and other stakeholders

• Provide support to the team, through guidance on the claims management process, procedures, contract requirements

• Role modelling effective case management and best practice portfolio management

• On an as needs basis support the Team Manager with the development of less experienced Claims Consultants

• Delivering exceptional customer service

The Claims Consultant is responsible for the proactive management of a portfolio of life insurance claims in accordance with TAL’s claims philosophy, claims handling procedures, policy terms & conditions and in accordance with the Life Insurance Code of Practice and other legislative and regulatory requirements.  

This may include but is not limited to;

• Adhering to external regulations (eg. Privacy and Life Insurance Code of Practice) and all relevant legislation and industry guidelines.
• Ensuring all interactions with Customers, Advisers and other internal and external stakeholders adhere to TAL’s Customer Service Culture through the provision of high-quality, accurate and compliant work.
• Contributing to department and company projects as required.
• Gathering and interpreting relevant information to form an appropriate claims strategy.
• Effective determination of correct benefit entitlement ensuring that legitimate claims are paid in a timely manner in accordance with policy terms and conditions.
• Working collaboratively with Technical Specialists, Recovery & Support Specialists, Health Services and other internal stakeholders.
• Arranging and participating in case conferences and peer case discussions, including preparation of documentation, record keeping and completion of agreed actions.
• Providing exceptional customer service, including proactively managing communication with customers and clients relating to the management of the claim and initiating support options, where appropriate.
• Customer and partner stakeholder management (e.g. advisers, trustees, fund administrators) whilst monitoring service delivery and quality.

As a Business Analyst within the Claims environment, you will provide strategic business analysis services that are critical to our success. Your primary focus will be to collaborate closely with stakeholders, gaining a deep understanding of our processes, services, and the broader context in which the Claims business operates. In this role, you will be instrumental in driving regulatory and strategic business initiatives within Claims.

Key Responsibilities:

• Business Analysis Excellence: Conduct detailed analyses to identify challenges, opportunities, and solutions that enhance our business.
• Project Leadership: Lead small to medium-sized projects, and support the Process Improvement and Automation Manager on more complex initiatives related to the Claims Strategic Roadmap.
• Stakeholder Engagement: Utilize your strong stakeholder management skills to deliver comprehensive business analysis services that drive value across the Claims Business Unit.

This role is part of the Claims Effectiveness team and works closely with multiple business units and IT teams to ensure the successful delivery of project benefits.

The Manager, Claims Operational Risk will lead delivery of day-to-day operational risk management across claims. 

The role is responsible for executing the Line 1 risk management framework, including but not limited to, RCSA actions & controls, control assurance & testing, identification and tracking of Incidents, Risk Committee oversight and reporting, along with relevant risk-based reporting & analytics. 

This role will also be involved in supporting the business to satisfy their responsibilities in complying with TAL risk frameworks and processes.  In addition, this role will contribute to the analysis and implementation of various identified risk & compliance initiatives.

This role is pivotal in leading a team of Claims Consultants, Claims Service Consultants, and Officers to deliver an outstanding claims experience, in line with TAL's claims philosophy, procedures, and risk management framework.

You will focus on delivering a market-leading customer experience while effectively managing risk and ensuring regulatory compliance. This will be achieved through strong operational discipline, portfolio management, stakeholder engagement, and building capability within the team. Additionally, you will handle escalated issues and customer complaints, ensuring outcomes that align with TAL's claims philosophy.

Key Responsibilities:

• Champion Process Improvement: Drive localized process enhancements and lead effective change management initiatives to embed improvements within the team, ensuring best practices in claims handling.
• Contribute to Strategic Projects: Support departmental and company-wide projects as required, ensuring alignment with TAL’s goals.
• Stay Informed: Keep up-to-date with life insurance guidelines, processes, and policy changes, ensuring our claims handling and service approach reflects industry best practices and TAL’s standards.
• Ad-hoc Duties: Perform other tasks as required to support the team and the business.

The Manager, Customer Solutions will lead a dedicated team in delivering critical customer remediation activities. This includes conducting root cause analysis and developing rectification strategies while collaborating closely with key stakeholders to drive the implementation of remediation initiatives. These initiatives, which include identified remediation and operational resilience projects, will be executed in alignment with TAL’s commitment to outstanding customer outcomes and our Customer philosophies within the risk management framework.

In this role, you'll also support the business in meeting its responsibilities under TAL's risk frameworks and processes. Additionally, you’ll play a pivotal role in analysing and implementing various identified risk and compliance initiatives, ensuring we continue to uphold the highest standards across the organisation.

Start Date: Monday - 07 October 2024

The role of a Claims Consultant is a challenging and rewarding role within the Life Insurance Industry. It requires you to assess and adjudicate on claims made by individuals under their policies who are at their most vulnerable (sick or injured) efficiently, fairly, and honestly. As a part of the role, you will at times interact with a variety of customers, doctors, accountants, lawyers, rehabilitation experts with a goal to make decisions.

It is different every day. We recognise that when our customers come to us with a claim, they’re setting out in a direction they didn’t expect. As the experts, our Claims team offers guidance and support and help them navigate something they’ve probably never experienced before. We make sure we’re providing clarity and certainty every step of the way.

Elevate your career with TAL! We're seeking a visionary leader to steer the strategy and implementation of our claims proposition for Aware Super. In this role, you'll drive continuous improvement, lead a team of claims experts, and ensure our services exceed expectations. You’ll play a pivotal role in delivering excellence, fostering growth, and strengthening our partnerships.

Beyond strategy and operations, you’ll be a people-focused leader, inspiring your team and promoting a culture of engagement and collaboration. By nurturing talent and empowering your team, you'll ensure they thrive and deliver exceptional results.

Your focus will be on optimising systems and operations while upholding TAL’s reputation for outstanding service. Success means not only meeting but exceeding the expectations of Aware Super and our valued customers.

Key Objectives:

• Deliver service excellence that drives retention and growth.
• Ensure all commitments are fulfilled with high satisfaction.
• Provide strategic advice and oversight to ensure top-tier performance.
• Cultivate a positive, engaged team that is motivated to achieve and exceed goals.

If you’re ready to make a significant impact and lead with excellence, this role is for you!

Start Date: Monday - 07 October 2024

The role of a Claims Consultant is a challenging and rewarding role within the Life Insurance Industry. It requires you to assess and adjudicate on claims made by individuals under their policies who are at their most vulnerable (sick or injured) efficiently, fairly, and honestly. As a part of the role, you will at times interact with a variety of customers, doctors, accountants, lawyers, rehabilitation experts with a goal to make decisions.

It is different every day. We recognise that when our customers come to us with a claim, they’re setting out in a direction they didn’t expect. As the experts, our Claims team offers guidance and support and help them navigate something they’ve probably never experienced before. We make sure we’re providing clarity and certainty every step of the way.

Reporting to the Talent Acquisition Partner, you will play a key support role function, working closely with the Talent Acquisition Partner in your business areas to gain a deep understanding of client needs and assist in providing strategic recruitment guidance. You’ll also be responsible for managing   multiple business areas, helping to ensure a seamless Talent Acquisition process.

We’re looking for someone with a positive attitude, who is eager to learn and grow, with a desire to develop their career in Talent Acquisition and Recruitment Marketing.

This role is accountable for handling the process aspects of claims assessing required by Claims Consultants to assess claims. The Claims Assistant will also assess low complexity claims as well as assessing and initiating appropriate support options tailored to the customer’s needs where appropriate.

This role is integral to meeting the quality and service standards which ensure the functions are meeting TAL’s Customer and Claims requirements.

• Ensure compliance with TAL policies, procedures and guidelines procedures, ensuring claims management is in accordance with the TAL claims philosophy
• Adhere to external regulations (e.g., Privacy and Life Insurance Code of Practice) and all relevant legislation and industry guidelines
• Ensure all interactions with Customers, Advisers and other internal and external stakeholders adhere to TAL’s
• Customer Service Culture through the provision of high-quality, accurate and compliant work
• Liaise closely across the TAL Claims and other relevant internal departments to provide support in project work (including system and user acceptance testing and procedural reviews)
• Contribute towards a culture of process improvement
• Contribute to department and company projects as required 
• Other ad-hoc duties as required.

Undertake customer service and administration in support of the Claims function, including but not limited to:

• Preparing initial claims for assessment
• Labelling Documents in claims systems
• Monitoring team workflows and taking actions to ensure workflow prioritisation and portfolio management
• Co-ordinating referrals including Medebridge, CDAP, Health Team, Reinsurance
• Scheduling and co-ordinating appointments
• Data entry
• Oversight of claims closures
• Placing LTC checklists into claims
• Oversight of invoicing
• Summarising information from customers e.g., medical reports, clinical notes, rehab updates and progress claim forms
• Answering simple queries from customers e.g., Request for Payment Summaries or payment due dates
• Logging Complaints and Incidents on behalf of consultants
• Holiday/ leave and coverage
• Management of Low Complexity Claims portfolio
• New consultant process coaching
• Draft simple letters to customers – e.g., 5.5 /Payment letters Minimum 1-2 years in a customer service-based role
• Excellent problem-solving skills
• Ability to build rapport over the phone and demonstrate empathy with customers during difficult times
• Outstanding relationship management and negotiation skills
• Meticulous attention to detail
• Understanding of medical terminology (desirable)

The Lead Technical Specialist is responsible for leading the Technical Specialists team in providing technical advice, guidance and support to the Claims team on technical assessment and case management matters, to assist in reaching desired claims durations and outcomes in line with the terms and conditions of the policy. A key focus of the role is to optimise assessment quality within the Income Protection, Life, Trauma and TPD portfolios and support Claims Consultants to build their capability in line with the TAL claims capability and delegated authority frameworks. This includes development of processes, tools, guidelines or other resource to support assessment of the claims.

Join TAL’s Group Life and Retirement business unit as a Bid and Implementation Manager. Reporting to the New Partnerships Lead, you will be responsible for driving forward Group Life and Retirement projects, specifically related to the establishment, planning, coordination, and successful delivery of group insurance tenders, large rerates, and implementations.

This is a permanent role, working flexibly from the Sydney office.

In this role you will: 

• Work closely with the New Partnerships Lead to assess and break down the requirements and deliverables to maximise our chances of tender success
• Co-ordinate all aspects of the bid governance requirements
• Assist in the preparation of management papers to be executed and signed off by the Executive Team/Board
• Conduct internal and external bid reviews to obtain market insights and improve internal processes
• Engage with Bid Team and Senior Executives to coordinate and deliver a high quality tender response
• Monitor progress and escalate as required, working to timeline mandates in the tender process
• Develop and implement operational initiatives to bring continuous improvement to the process and the quality of our tender productions
• Work closely with the Key Account Team to assess and break down the implementation requirements for new clients or the delivery of the new product/process initiatives to existing clients
• Co-ordinate the initiation implementation workshop, ongoing engagement routines, and governance requirements
• Own and update the implementation checklist and progress
• Own and update the library of pre-existing implementation material
• Adhere to APRA compliance reporting

The Customer Solutions Analyst, Claims role will support the analysis and end to end delivery of remediations impacting TAL customers as well as internal stakeholders.

The role is responsible for analysing customer impact due to a remediation and supporting the broader team in the development and delivery of customer remediation activities, including root cause analysis and rectification strategy.

The role will work closely with key stakeholders across the TAL business to support the implementation of remediation initiatives within the Customer Solutions, Claims function. Particular focus is given to ensuring effective customer outcomes in line with TAL’s Customer philosophies within the risk management framework.

The Customer Solutions Analyst, Claims role is responsible for facilitating working groups and workshops to obtain stakeholder engagement and ensure appropriate business oversight and accountability, as well as driving remediation outcomes through the working group discussions.

In addition, this role will contribute to the analysis and implementation of various identified remediation and operational resilience strategic initiatives.

Identification and implementation of remediation activities during phases of the remediation lifecycle as follows:

• Conducting root cause analysis of identified risks in consultation with the business
• Working with stakeholders during remediation analysis to ensure development of a sound remediation approach and agreement on scope
• Supporting the formulation of strategies and implementation plans for key corrective actions and preventative controls, including obtaining relevant approvals
• Clearly documenting remediation details, decisions, and outcomes in the appropriate document format
• Ensuring high quality of data and record keeping which will support ad hoc remediation reporting as required
• Working closely with DnA or SMEs to request/refine data extracts for remediation scope analysis
• Conducting data-based analysis to determine remediation volumes and financial impact to customers/business
• Liaising with the business to understand as-is processes both to enable policy level review and provide recommendations of to-be processes where required
• Supporting the frontline business by developing FAQ’s, Fact Sheets, and other supporting training documentation
• Supporting Claims Training and Development Teams with roll-out of new processes that have been recommended due to a remediation
• Liaising directly with the operations team to ensure that all customer impacting items are remediated within agreed timeframes, including contact with the customers
• Supporting the Claims Risk & Governance to develop appropriate communication strategies and assist in drafting of communications as well as testing where required
• Executing remediation plans including system processes and liaising directly with customers via telephone contact or written communication as required to obtain information or provide update.
• Thinking outside the box to understand and develop new approaches for complex scenarios where BAU processes may not support, including consideration of downstream impacts
• Working with the Claims, Line 1 Risk team on incident management and adequate visibility of all items identified requiring remediation
• Ensuring quality checks are completed where required such as customer communications.
• Ensuring adherence to the TAL remediation policies
• Supporting the delivery of small to medium scale projects or well-defined tasks on major projects to improve operational resilience, including process improvement initiatives