Description:
Apply
Suncorp is an organisation on the move! We focus on innovation and continually challenge our people to think outside the square. Committed to our people, we have a culture where leaders are empowered to make decisions and individuals are able to succeed in a supportive environment that rewards both teamwork and ambition. Do you want to be part of the success story?
We are currently looking to fill the vacancy of Lead, Customer Advocacy Delivery within our Customer Advocacy function. The purpose of this role is to lead and deliver initiatives, embed change and monitor and maintain compliance with the Complaints Management and Customers Experiencing Vulnerability (CEV) frameworks.
Key Responsibilities:
- Lead Complaints Management Framework improvements, compliance, process documentation, training and special initiatives.
- Lead and lift the maturity of key customer feedback channels including processes, system development and reporting.
- Lead regular reporting to senior audiences.
- Lead the customer pain points reporting process, engaging with key stakeholders to connect customer insights with business actions.
- Develop positive culture to support Customers Experiencing Vulnerability and Complaints through internal communications, engagement, training and the development of tools and resources.
- Lead the planning, development and implementation of projects and initiatives.
What we are looking for:
Required
- Demonstrable experience of report writing, analysing trends, adding value to data, reviewing stakeholders' commentary for suitability.
- Expert ability to prioritise and organise work, manage multiple dependencies and stakeholders and achieve deliverables to required deadlines.
- Strong analytical capability.
- Expert communication skills (written and verbal - including to the most senior stakeholders).
- Strong competency in Excel, Word, PowerPoint.
- Demonstrated strong customer focus.
- Strong influencing skills across senior internal stakeholders.
Desired
- A tertiary qualification in project management, business, law, risk management or similar.
- Minimum of 5 years' experience in financial services (or other similarly regulated industry) at an influencing level with key accountability for organisational change and the delivery of complex projects.
- Project management and/or change management ability.
- Demonstrated ability to use customer acumen to enhance business performance.
- Strong commercial and financial acumen.
What we also offer
- Competitive salary and discretionary annual bonus.
- Discounts on Asteron Life, Vero, Southern Cross medical insurance.
- Free life, salary continuance and trauma insurance cover.
- Flexible leave of up to four days per year in addition to annual leave.
- Positive, inclusive team environment where we welcome individuality and celebrate diversity.
- Flexible work arrangements embracing a healthy work/life balance.
- Flexible benefit of $250 annually for gym membership or hobbies.
- Ongoing learning and development opportunities.
- Opportunity to join the employee share plan.
If this opportunity sounds like you, apply now!