Group Administrator

The Group Administrator supports the Team Manager and Underwriting Teams in delivering services against key metrics like SLA and quality. This involves assisting with process governance to ensure compliance with legislative and regulatory requirements, fostering a high-performance culture. The role works closely with business units to drive operational effectiveness, safeguard customer information, and achieve KPI targets, ensuring quality and service standards meet TAL’s ambition for customer and partner trust.

Must Have

• Manage daily workflow to meet KPIs, SLAs, and quality standards.
• Support the team and manager in addressing knowledge gaps and improving performance.
• Ensure compliance with TAL guidelines, safeguarding sensitive customer information and monitoring quality.
• Investigate and manage compliance incidents, conduct root cause analysis, and provide feedback to leadership.
• Handle complex cases, complaint escalations, and monitor workflow effectively.
• Build and maintain strong relationships with internal and external stakeholders.
• Communicate with clarity and positive impact across business areas.
• Proactively identify customer issues, implement solutions, and drive improvements.
• Explore opportunities to enhance team effectiveness and productivity.
• Assist the team leader to ensure activities deliver measurable customer-focused outcomes.
• Experience in group administration with high attention to detail.
• Strong problem solving skills and lateral thinking.
• Experience in Superannuation and/or Insurance industry.
• Skilled in managing multiple projects and meeting deadlines.
• Strong communication skills (written, verbal, and public speaking).
• Positive, proactive attitude with ability to work independently.
• Technical expertise in Life Insurance and/or Superannuation.
• Committed to enhancing member experience and identifying improvements.
• Effective time management while maintaining quality standards.

Perks & Benefits

• Competitive Salary + Bonus + Annual Reviews
• Flexible Work Hours
• Hybrid Model
• Wellbeing Benefits – Mental, Physical & Financial Support
• Employer of Choice for Gender Equality
• Diversity Champions (Member of Diversity Council Australia, Australian Disability Network, Pride in Diversity and Champions of Change)
• Reconciliation Advocates
• Welcome applications from people with diverse experiences, perspectives and backgrounds
• Adjustments during the recruitment process

Company Description

• Competitive Salary + Bonus + Annual Reviews
• Flexible Work Hours | Hybrid Model
• Wellbeing Benefits – Mental, Physical & Financial Support

Welcome to TAL. As a leading life insurer, we’ve been protecting Australians for over 150 years. Backed by Daiichi Life, we're driven by big ambitions and empower to create better products and services.

Together with our Partners, we’re helping millions of Australians live a life filled with choices, options, and freedoms. See the direct impact you make delivering support and financial security with care and expertise. Grow beyond expectations with diverse roles, global connections, and exclusive learning opportunities.

Work with passionate, bright and capable colleagues. Feel inspired by supportive leaders. Collaborate with heart, where flexibility, wellbeing and inclusivity is valued. Together, we're reimagining insurance.

So, bring a curious mind and an ambition to help us become the progressive, digitally enabled leading insurer.

Job Description

The Group Administrator role is responsible for supporting the Team Manager and Underwriting Teams in delivering services against key metrics such as SLA and quality. This includes assisting with the governance of processes and procedures to ensure compliance with increasing legislative and regulatory requirements, while fostering a high‑performance culture within the team.

These functions involve working closely with all business units to drive operational effectiveness, safeguard sensitive customer information, and ensure KPI targets are consistently achieved. Integral to this are quality and service standards which ensure the functions meet TAL’s ambition for customers and partners to trust in our processes, value the protection we provide, and feel confident we will be there when they need us most.

In this role you will:

• Manage daily workflow to meet KPIs, SLAs, and quality standards.
• Support the team and manager in addressing knowledge gaps and improving performance.
• Ensure compliance with TAL guidelines, safeguarding sensitive customer information and monitoring quality.
• Investigate and manage compliance incidents, conduct root cause analysis, and provide feedback to leadership.
• Handle complex cases, complaint escalations, and monitor workflow effectively.
• Build and maintain strong relationships with internal and external stakeholders (Underwriting, Member Services, Client Partnerships, Fund partners, service providers, project teams, and leadership).
• Communicate with clarity and positive impact across business areas, using varied communication methods.
• Proactively identify customer issues, implement solutions, and drive improvements that add value.
• Explore opportunities to enhance team effectiveness and productivity.
• Assist the team leader to ensure activities deliver measurable customer-focused outcomes.

Qualifications

• Experience in group administration with a high attention to detail with a focus on quality and process improvement
• Strong problem solving skills with the ability to think laterally
• Experience in Superannuation and/or Insurance industry
• Skilled in managing multiple projects and meeting deadlines
• Strong communication skills (written, verbal, and public speaking) across all organisational levels
• Positive, proactive attitude with the ability to work independently
• Technical expertise in Life Insurance and/or Superannuation
• Committed to enhancing member experience and identifying opportunities for improvement.
• Effective time management while maintaining quality standards.

Additional Information

TAL is one of Australia’s leading life insurers, committed to inclusion, and supporting the career growth of our diverse workforce. We’re proud to be:

• An Inclusive Employer – Recognised as Employer of Choice for Gender Equality by the Workplace Gender Equality Agency and Bronze Tier Status within the Australian Workplace Equality Index
• Diversity Champions – Member of Diversity Council Australia, Australian Disability Network, Pride in Diversity and Champions of Change
• Reconciliation Advocates – Read our Innovate Reconciliation Action Plan
• We welcome applications from people with diverse experiences, perspectives and backgrounds including Aboriginal and Torres Strait Islander people, caregivers, individuals living with disabilities, people from culturally diverse backgrounds and the LGBTIQ+ community.
• Need adjustments during the recruitment process? Let our team know by getting in touch with us here.—we’re here to support you.

You’re always accountable for your actions. You never give up. You strive to find the best outcomes for customers and partners. And you value working together to find the best solutions for problems.

As part of the recruitment process, there are several checks which may be conducted to demonstrate your eligibility for a role at TAL including Criminal History, Bankruptcy, Entitlement to Work, Regulatory and Reference Checks.

#LI-Hybrid

Everyone at TAL has a responsibility to do the right thing and is accountable for the way they conduct themselves. Our expectations are that you follow the principles set out in our Code of Conduct when you come to work every day. Risk management is everyone’s responsibility.

If you are already a TAL employee please apply via the SmartRecruiters button in Workday and navigate to the Employee Portal. This is important to ensure that your application is recorded accurately.