Manager, Delegated Authority & Quality Assurance

Role Overview This position has accountability across the Asia Pacific region for leading the quality assurance program for Liberty’s internal claims teams and Delegated Authorities Claims delivery, in accordance with Liberty’s principles and guidelines.

• Working closely with a number of key stakeholders across diverse countries, they will be responsible for supporting the claims function in ensuring that processes, procedures and regulatory obligations are adhered to, and seek to identify and remedy any deficiencies found through a robust monitoring and supervision program, data and gap analysis, feedback and audits.
• Utilising strong delegated authority experience, they will be responsible for implementing assessment and onboarding procedures, the delivery of a governance program and ensure that claims are managed in accordance with Liberty’s Claims Value Proposition, contractual and regulatory obligations.
• They will work with the regional LII DA claims leaders in, where possible, evolving and maintaining a common LII DA claims oversight model.

This role sits within the Claims team, reports to the Head of Claims LII APAC and will work closely with Claims Leaders in all countries.

Roles Responsibilities Lead and develop a high performing team of QA and delegated authority specialists to support to internal and outsourced claims across all products and countries in the region Design, implement and lead the claims QA framework to achieve the highest level of effectiveness and compliance with relevant industry standards and best practice Develop and implement QA standards, scoring models and calibration processes in partnership with key stakeholders Assist in the preparation and timely execution of all audits in line with agreed audit schedule Identify gaps and areas for improvement and create and coordinate the delivery of action plans to address deficiencies and drive continuous improvement Monitor and report on quality trends, outcomes and process adherence and work to resolve gaps identified and enhance key performance indicators Lead continuous improvement initiatives based on quality insights, feedback, and root cause analysis.

Develop and support the delivery of training and awareness programs to enhance quality Provide independent assurance on effectiveness of audit methodology, practices and procedures for continuous process improvement Providing centralised oversight of all delegated claims partnerships servicing all countries, ensuring that consistent service performance is provided across all countries and products.

Evolve and maintain an oversight model for delegated authorities and other third party service providers such as emergency assistance to ensure compliance with contractual and regulatory obligations Oversee the onboarding process of delegated authorities, including conducting thorough due diligence to ensure compliance with Liberty’s standards, claims philosophies, requirements and regulatory obligations Working with the Heads of Claims in all countries and the Head of Claims Operations APAC to continually review and optimise all operational aspects and delegated claims handling arrangements.

From a DA perspective, work with the regional LII DA claims leaders in, where possible, evolving and maintaining a common LII DA claims oversight model.

Provide governance and oversight to ensure that appropriate controls are present to support outsourced claims being managed in an honest, transparent and efficient manner, minimising regulatory risk and enhancing operational efficiency and pro-active risk assessments.

Review and execute delegated authority agreements in accordance with local region regulations and Liberty’s expectations and requirements Influence and create trust in interactions with key delegated authorities and coordinate claims escalations Ensure that all activities, particularly those related to the materiality assessment of relevant third parties, comply with local regulatory obligations, maintaining high standards of governance and risk management Escalation point for delegated authority complaints, incidents and breaches and be instrumental in the investigation, remediation and resolution.

Work effectively with internal teams, external partners, and regulatory bodies to ensure a seamless and compliant claims delegation process, fostering strong relationships and effective communication.

Responsible for leading change management initiatives within the claims quality assurance function, ensuring smooth implementation of process improvements and maintaining high standards of audit effectiveness and compliance.

Continuously assess and improve processes related to claims delegation management, leveraging insights and best practices to drive operational excellence and strategic alignment with Liberty’s priorities.

Driving efficiencies through the utilisation of company approved AI and technology Work with Liberty’s Risk and Compliance teams to objectively monitor claims and delegated authority risk exposure Ensure that Standard Operating Procedures are documented and remain relevant Maintain up to date knowledge around industry trends, and changes to relevant standards and regulations Demonstrating behaviour at all times in line with the Liberty core values.

Taking responsibility and showing initiative in the development of your technical and soft skills.

Performing other related duties as assigned by your manager or other appropriate officer.

Role Competencies | Experience & Skills Role Competencies Proven leadership experience in claims quality assurance and delegated authority management Strong understanding of regulatory obligations (e.g.

ASIC, APRA, MAS, IA) Experience designing and implementing QA frameworks and processes Strong problem solving and analytical skills Strong attention to detail with a focus on accuracy, quality and consistency across claims handling Strong claims management experience across the insurance industry Highly developed verbal and written communications and presentation skills, including training.

Proven ability to successfully and efficiently manage outsourced claims High level of attention to detail Highly proficient interpersonal and emotional intelligence skills.

Extensive ability to drive for results and focus on outcomes Strong analytical skills Extensive decision making skills Strong time management skills Strong active listening skills Highly developed negotiation and influencing skills Ability to develop strong working relationships and working collaboratively Experience & Skills Significant experience in the insurance industry in QA and claims delegated authority Relevant certification and/or qualifications in a related discipline would be desirable Sound understanding of industry processes and regulations, in particular experience with APRA, AFCA and ASIC, IA, MAS, Sound knowledge of regional General Insurance codes of practice and demonstrated ability to understand and apply legal principles to the management of claims.

Sound understanding and proven experience of the claims and disputes resolution process Excellent working knowledge of PC based systems and applications such as Outlook, Microsoft Word, Excel, PowerPoint and database systems for managing contacts, schedules and calendars is required.

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