Requirements
Description and Requirements
Summary of Responsibilities
* Conduct Risk-Based Control Testing (RBCT) in accordance with the Ops NFRA framework. Assist with raising, testing and reporting on Self-Identified Issues (SII's)
* Assist and contribute to pre-audit self-assessment for Operations specific audit
* Make recommendations to proactively manage/ prevent future risk
* Conduct and manage external Call Centre audits as required
* Conduct Analysis of results
* Contribute to yearly planning for Risk-Based Control Testing (RBCT) and quarterly Control Testing schedules
* Project work as required
* Review Call Centre and/or administrative procedures yearly to ensure work practice reflect procedures
Principal Responsibilities:
* Provide feedback to relevant departments on the efficacy of controls
* Report on control testing via OpenPages
* Prepare monthly quality reports as required for MetLife Operations Team
* Build and maintain positive relationships with internal stakeholders such as but not limited to call center staff, team managers, and training team.
* Provide appropriate feedback, information and analysis to the Senior Manager - Customer Relations & Operational Risk and Head of Service, Governance and Performance
* Monitor calls to ensure associates are adhering to legislation and established Operations standards
* Identify any quality issues and prepare detailed feedback
* Escalate and report any serious issues or breaches accordingly
* Identify and communicate trends and ongoing development issues within operations
* Provide feedback to Team Manager and Associates
* Assist with ongoing training for Ops Associates
Knowledge/Skills/Competencies
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Required:
* Excellent communication skills (both written and verbal)
* Good problem solving skills
* Excellent Analytical skills
* Accuracy and attention to detail
* Good understanding of Call Centre and Administrative processes and procedures
* Ability to work well within a team environment
* Rapport building & interpersonal skills
* Self-management skills to comply with provided schedules
* Ability to further develop competencies into Call Centre and Administrative processes
* Computer literacy and confidence in using systems, as well as advanced Microsoft office skills
Qualifications/Experience:
Minimum HSC or year 12 equivalent
RG 146 accreditation highly regarded
Customers service, Call Centre and/or administration experience in the insurance industry (Required)
Quality Assurance Or Compliance Experience (Required)
Benefits We Offer
When you join MetLife Australia, you are joining a company that demonstrates holistic care and wellbeing for employees with benefits and programs that address physical, mental, social and financial health. We offer life insurance benefits, generous paid parental leave, market leading menopause and fertility leave, car leasing and more. As well as Employee Assistance Program (EAP), access to 360Health medical support, volunteer leave and study assistance.
About MetLife
Recognised on Fortune magazine's list of the "World's Most Admired Companies", Fortune World's 25 Best Workplaces, as well as the Diversity Council of Australia Inclusive Employer Award, MetLife, through its subsidiaries and affiliates, is one of the world's leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.
Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by our core values - Win Together, Do the Right Thing, Deliver Impact Over Activity, and Think Ahead - we're inspired to transform the next century in financial services. At MetLife, it's #AllTogetherPossible. Join us