Complaints & QA Manager

About Us

Proplab is the Property Collaboration – a cohesive, team-based environment with a passion to provide the best specialty property insurance. We have a diverse and inclusive workplace culture and strongly believe that the key to our success is our people – hence why we are committed to support internal growth and development. Proplab is the umbrella brand that houses three dynamic entities within the insurance industry:

• SGUA – an ASIC-licensed underwriting agent specialising in risk management for full-time rental properties and short-term holiday homes/units. This brand distributes solely to insurance brokers across Australia.
• Property Insurance Plus (PIP) – established in 2009, provides cost-effective insurance protection for investors in the landlord insurance and real estate sectors. This brand distributes to real estate agents and the direct consumer.
• Allstate – Established in 2008, providing general insurance needs for all farm and small business needs.

As we continue our journey of growth, Proplab offers an exciting opportunity for a Complaints and Quality Assurance Manager to join the team in a newly created role based in either of our Perth or Sydney offices!

About the Job

Reporting to the Head of Distribution, the successful candidate will be responsible for handling and resolving complaints, as well as maintaining the quality assurance function for the business. In addition you will:

• Develop, maintain, and implement the Complaints Management Framework and Quality Assurance Framework across the business.
• Establish and maintain strong complaint handling processes in line with regulatory and internal requirements.
• Monitor the complaints process from receipt to resolution, ensuring timely, efficient, compliant, and fair management of complaints.
• Resolve complaints within defined timelines, aiming for resolutions that are in the best interest of both the policyholder and the business.
• Maintain accurate records of complaints in our compliance system, along with preparing and present regular reports on complaints.
• Develop and implement quality assurance strategies and annual plans to ensure products, services, and operations meet high standards.
• Conduct periodic reviews of the Claims and Underwriting Team to ensure adherence to requirements.
• Support the onboarding and training of Underwriting and Claims Team members.

About you

• Certificate IV in General Insurance or higher (highly desired).
• Completion of ASICRG146 (Tier 1) (Highly desired).
• Extensive knowledge of claims and complaints within the Insurance Industry, including a demonstrated understanding of compliance and regulatory requirements.
• Developed knowledge of insurance products and best practice guidelines.
• Ability to work independently, prioritise workloads, and meet strict deadlines.
• Strong technical knowledge with demonstrated experience applying technical solutions in a simple, easy to understand manner.
• Ability to embrace and consistently demonstrate alignment to Proplab’s purpose and values.
• Strong customer focus (internal and external), with an exceptional eye for detail.

Why Us?

We value our team and strive to provide a comprehensive range of benefits and opportunities to support your personal and professional growth. Here’s what you can expect when you join us:

• Competitive remuneration + an annual incentive program.
• A truly hybrid working model.
• A collaborative, supportive, and innovative team.
• Paid volunteer leave, parental leave, and birthday leave.
• Access to discounted insurance products.
• Employee Assistance Program.

If you’re ready to embark on an exciting journey with Proplab, where you’ll be part of a thriving team and contribute to our success story, we invite you to apply today!