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Executive Manager, Customer Complaints
3 months ago
What you'll do:
Develop and implement Suncorp Bank's customer advocacy approach, enhancing transparency and trust while safeguarding consumer interests.Lead ongoing communication with internal and external stakeholders, following the OCA Communication and Engagement Strategy.Drive continuous improvement initiatives to enhance customer outcomes and streamline the complaints resolution process.Facilitate customer forums to collectively address challenges and improve the overall customer experience.Advocate for fair dispute resolution outcomes and address commercial risks while ensuring regulatory compliance.Establish and maintain relationships with industry counterparts and drive the integration of customer advocacy into Suncorp Bank's culture.Design and execute strategies to identify and address systemic issues, prioritize customer pain points, and promote financial inclusion.What you'll bring:
Relevant tertiary qualification in related disciplines such as business, finance, commerce, law, or risk8+ years of experience in Insurance, Banking, or Financial Services, with extensive exposure to Suncorp's Strategic Leaders.Proven track record of working within senior management teams coupled with expertise in strategic thinking and communication, including engaging with senior stakeholders at the Board and SBLT level.Demonstrated experience in leading strategy implementation.Exceptional customer-centric mindset.Strong commercial and financial acumen.Proficiency in business planning processes and operations management.Demonstrated experience in designing, leading, and executing customer-focused strategies.Exposure to Customer Relations management, Level 1+2 customer response, and systemic issue resolutionStrong understanding of data analytics to define problems, identify opportunities, and interpret results.Membership of relevant professional association/body is advantageousWhat we can offer
A range of flexible working and leave options, including 20 weeks paid parental leave, 4 weeks paid secondary carer parental leave and unlimited paid emergency response leaveDiscounts and offers on a range of retail favourite stores as well as banking and insurance productsGive back to our communities with payroll giving, donation matching and paid volunteer leaveInvest in your brighter future with ongoing study support and career development programs; andPrioritise your work/life balance with our robust employee assistance program and dedicated employee councilChase the Sun, apply online today
At Suncorp, we are committed to building futures and protecting what matters. We value the unique experiences, insights and diverse workforce that benefits our people, our business, and our customers. We'd love to see your application and speak with you even if you do not match the above mentioned.
Important note: In July 2022, Suncorp announced to the market that it had entered into an agreement to sell the Suncorp Bank business to Australia and New Zealand Banking Group Limited (ANZ) (the Sale). The Sale remains subject to regulatory and government approvals (including Australian Competition Tribunal approval). If all approvals for the Sale are received, this role will transition to Suncorp-Metway Limited (SML) which will become part of the ANZ corporate group.
By applying for this role, you agree that Suncorp may provide your application details (which may include your personal information) to ANZ if/when the Sale is finalised if (a) the recruitment process is still underway, or (b) your application for this role is successful. You also acknowledge that if/when the Sale is finalised ANZ may conduct pre-employment screening checks as part of their profile process. Please see the Applicant Privacy Statement for more detail.
Advertised: 12 Jun 2024 AUS Eastern Standard Time
Applications close: 19 Jun 2024 AUS Eastern Standard Time
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