.
Secondary Hiring Leader - Matthew David Roberts
Maintain overall integrity of Home Claims Knowledge, with a focus on delivering Home strategy, regulatory and compliance requirements, and optimising business outcomes and customer experience.
A Home Knowledge Management Consultant is responsible for:
-
Collaboratively supporting the Home Claims business functions with composing and maintaining technical workflows (process) and procedures in HIYA.
-
Providing a central source to keep the C&A knowledge base up to date, presented in a usable format.
-
Developing, deploying, and maintaining best practice knowledge, through the HiYA platform in order to sustain or improve the capability and effectiveness of Home Claims.
-
Reporting and analysing data to monitor and identify continuous improvement opportunities in the effectiveness and use of HiYA for Home Claims, which may include user data and system enhancements.
-
Supporting as a C&A Change Champion / Knowledge expert to identify departments, cross functional impacts and implement and embed knowledge changes as required.
Validating and supporting the communication of knowledge (process and procedure) changes
POSITION ACCOUNTABILITIES
-
Provide Home Claims knowledge creation and maintenance within agreed timeframe
-
Manage and action knowledge requests within agreed timeframe
-
Liaise with key subject experts / stakeholders to gather and document process information
-
Accountable for developing, deploying, and maintaining best practice knowledge (quality and quantity) to sustain or improve the capability of Home Claims within expected timeframes
-
Apply, monitor and ensure adherence to Knowledge Management design principles (design concepts, style guide and formatting) for all knowledge as required in accordance with control mechanisms
-
Collaborate and support with the implementation, embedding and use of HIYA across Home Claims by building and maintaining relationships with cross business functions and stakeholders
-
Support the C&A Knowledge Onboarding / Accreditation program with ongoing coaching and mentoring in knowledge best practices
