Sydney, NSW, AU


Audit & Quality Assurance Manager iptiQ ANZ (12 month contract) 

About iptiQ ANZ Life & Health

iptiQ ANZ L&H is a new format for an existing life insurance venture, powered by Swiss Re Life & Health Australia.


Trading under the brand of iptiQ ANZ, our vision is to protect more people and their families by making life insurance easier and more engaging.


Our mission is to offer simple insurance solutions in partnership with people's favourite brands. Through our expertise, as well as our use of data and technology, we excel at creating and evolving contemporary insurance solutions.


Our partnerships with leading brands are an essential part of the iptiQ ANZ model. We don't sell directly to the consumer but, instead, combine our expertise with our partner’s know-how in getting the right products to the right people.


Today, iptiQ ANZ has three cornerstone partners, 150,000 customers and a strong ambition to grow – by doing more with our existing partners and by adding new, innovative, like-minded partners to our model.


Backed by the world's leading Life & Health reinsurer, iptiQ ANZ is embarking on an exciting journey, committed and ready to make a difference in how Australians understand, access and own life insurance protection.


About the role

The role scope will include the following:


Key responsibilities:

  • Leadership and line management for a small but growing team of quality assurance and first line audit team members;
  • Present the customer's viewpoint and experiences of the business, via your insights gained through audits and quality assurance activities, at governance meetings;
  • Identify operational improvements to our internal and external processes;
  • Collaborate with iptiQ team and partners to develop (or improve) a robust Quality Assurance and Audit framework and lead this going forward;
  • Evaluate and report on risk exposures and anticipate emerging issues;
  • Actively identify improvements to strengthen the customer experience and engage with appropriate partners to implement these changes;
  • Action and oversee the audit program across all aspects of the iptiQ ANZ business;
  • Maintain a database of all internal and external audit outcomes;
  • Conduct sales, customers care and quality assurance audits for distribution partners;
  • Support the iptiQ business divisions conducting audits, including the underwriting, claims and technical administration, to conduct calibration of internal and external quality assessment programs and assessment;
  • Identify trends, emerging issues and opportunities from quality assurance data;
  • Conduct Quality Assurance activities across sales and customer care by our partners, such as call monitoring, calibration sessions, mystery shopping;
  • Stakeholder management of issues raised via Quality Assurance processes including identification of possible incident or breaches of regulation or compliance.


About the Team

The Operations Team supports the iptiQ ANZ group by handling operational functions including; operating rhythms, meeting support, reporting, outsourcing and partner assessment for our service delivery and brand partners.


About You

You will require:

  • Experience in proactive stakeholder management with internal, brand and service provider partners;
  • Working knowledge of the Australian legal and regulatory frameworks to ensure operations, processes and controls are appropriate;
  • Deep understanding of compliance related to Sales and Customer Care roles;
  • Knowledge of the potential impacts of the regulatory activity, in particular those related to the Royal Commission into finance, banking and insurance and ASIC Reports such as 587 report into Direct Insurance;
  • Experience in conducting audits for sales and customer care, including; site and off-site activities, determining outcomes based on pre-identified criteria, reporting, and handling internal and external expectations related to actions required post-audit;
  • Analytical problem solving and decision-making skills;
  • Previous experience of people management experience preferred;
  • Ability to build inclusive relationships with internal and external stakeholders;
  • Ability to work in a dynamic and growing environment;
  • Negotiation, communication and influencing skills;
  • Ability to anticipate and mitigate potential risks;
  • Ability to consider data, identify trends and anomalies and utilize appropriate information to develop targeted and timely action plans and communications.


We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.


Reference Code: 85880 


Find similar jobs: