Executive Manager, Customer Complaints

1 week ago

Sydney, New South Wales, Australia Suncorp Group Full time

Are you ready to lead the charge in elevating customer satisfaction and advocacy to new heights? Join Suncorp Bank as our Executive Manager, Customer Complaints and Advocacy, a pivotal role with unique responsibilities. You'll be at the helm of shaping our approach to customer advocacy, ensuring consumer interests are protected, transparency is enhanced, and trust in Suncorp Bank is fortified.

With a focus on fostering fair dispute resolution outcomes, particularly in sensitive cases, you'll champion initiatives to enhance our products, services, and processes based on key customer insights. Your influence will extend across the organization as you amplify the voice of our customers, ensuring they're heard, understood, and treated with fairness and respect.

Ready to make a profound impact on our customer experience journey? Join us and lead the charge towards excellence in customer advocacy and complaint resolution.

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 risk
  • 8+ 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 resolution
  • Strong understanding of data analytics to define problems, identify opportunities, and interpret results.
  • Membership of relevant professional association/body is advantageous

What 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 leave
  • Discounts and offers on a range of retail favourite stores as well as banking and insurance products
  • Give back to our communities with payroll giving, donation matching and paid volunteer leave
  • Invest in your brighter future with ongoing study support and career development programs; and
  • Prioritise your work/life balance with our robust employee assistance program and dedicated employee council

Employee benefits | Suncorp Group

Chase 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.

  • Executive Manager, Customer Complaints

    1 week ago

    Sydney, New South Wales, Australia Vero Insurance Full time

    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...

  • Customer Complaints Officer

    1 week ago

    Sydney, New South Wales, Australia Temp & Agnew Pty Ltd Full time

    Permanent opportunity Mon-Fri (8 am to 4.30pm) Offering $60$68K + SuperannuationThe company***This leading privately owned Australian FMCG client who provides quality products throughout Australia is looking to hire a determined and motivated "Customer complaints officer" to join their team. Our client's goal is to provide their customers with excellent...

  • Customer Complaints Officer

    1 week ago

    Sydney, New South Wales, Australia Temp and Agnew Full time

    Location: Blacktown, NSWSalary Package: Negotiable $$Role Highlights: Responsible for handling and resolving customer complaintsRole Overview:This leading privately owned Australian client who provides premium quality products throughout Australia is looking to hire a driven and enthusiastic Customer Complaints officer to join their team.ResponsibilitiesTo...

  • Customer Service Executive

    1 week ago

    Sydney, New South Wales, Australia Carecone Australia Pty. Ltd Full time

    Position: Customer Service ExecutiveLocation: Sydney/MelbourneJob Description Answer phone calls in a more professional manner and provide information about products and services as required by the callers They are responsible for taking or cancelling orders, and obtaining details of customer complaints Keep records of interactions and transactions of...

  • Complaints and Customer Resolution Administrator

    1 week ago

    Sydney, New South Wales, Australia Combined Insurance Full time

    Your RoleThis role will be part of the Complaints and Customer Resolution Service and provides support to the AU and NZ CCR Service with complaint registrations, data analysis and reporting and other administrative activities.The deliverables include measurable and time-bound activities, where demonstrating the ability to multi-task and prioritize across all...

  • Complaint Resolution Manager

    1 week ago

    Sydney, New South Wales, Australia CFS Full time

    Complaint Resolution ManagerAre you ready to be part of an organisation that values expertise, passion and diversity? At CFS we know that the foundation of our success lies in our exceptional people. We believe in celebrating individuality, have a passion for high performance and creating an environment where you can unleash your full potential. Our people...

  • Customer Service and Contractor Liaison Officer

    1 week ago

    Sydney, New South Wales, Australia Business Development Manager Full time

    Dear Prospective Candidate,We are a nationally recognised company with a strong presence in the letterbox distribution industry, currently seeking a dedicated individual to join our team. This role involves handling customer updates and complaints, as well as communicating with our letterbox walkers about work opportunities.Key Responsibilities: Manage...

  • Customer Service Executive

    1 week ago

    Sydney, New South Wales, Australia Rentokil Initial Full time

    At Rentokil Initial, we are proud to be the global expert in pest, hygiene and indoor plant care. What sets us apart is our people. We are a friendly and supportive team driven by a passion to help protect people, enhance lives and preserve our planet, every day.We are looking for an experienced Customer Service Executive to join our team based in Lidcombe...

  • Graduate Complaints

    1 week ago

    Sydney, New South Wales, Australia Chubb INA Holdings Inc. Full time

    Chubb is the world's largest publicly traded property and casualty insurer. With operations in 54 countries and territories, Chubb provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance and life insurance to a diverse group of clients.Chubb Australia is currently experiencing a...

  • Policy Manager

    1 week ago

    Sydney, New South Wales, Australia Australian Financial Complaints Authority Full time

    Policy Manager - Regulatory, Policy and Research As a financial ombudsman, we are a for-purpose organisation that provides a free service for individuals and small businesses.We listen to and work with our customers and their financial firms to find solutions to complaints which have gone unheard or unresolved.This is your opportunity to make a...

  • Complaints Analyst

    4 weeks ago

    Sydney, New South Wales, Australia AXA Group Full time

    Compliance and Complaints OfficerSydney, AustraliaAs part of the AXA XL Compliance Team, you will be responsible for helping us deliver fair and reasonable customer outcomes, across a wide range of products provided to a broad spectrum of policyholders in Australia. Whilst supporting the business commercially, the Compliance Team acts as the point of contact...

  • Complaints Analyst

    1 month ago

    Sydney, New South Wales, Australia AXA Group Full time

    Compliance and Complaints OfficerSydney, AustraliaAs part of the AXA XL Compliance Team, you will be responsible for helping us deliver fair and reasonable customer outcomes, across a wide range of products provided to a broad spectrum of policyholders in Australia. Whilst supporting the business commercially, the Compliance Team acts as the point of contact...

  • Complaints Officer

    1 week ago

    Sydney, New South Wales, Australia Hawksworth Full time

    Complaints Officer | Superannuation Services | Financial Services Initial 4 week contract with a view to be extended | Excellent daily rates Sydney or MelbourneHawksworth have partnered with a major Financial to on-board aComplaints Officer. This is aninitial 4 week contract with a view to be extended. The role could be based inSydney or MelbourneThis role...

  • Head of Complaints

    1 week ago

    Sydney, New South Wales, Australia Rabobank Full time

    About usRabobank is the world's leading specialist in food and agribusiness banking. One of our key strengths lies in our people who have a deep understanding of agriculture and are committed to adding long-term value for clients. Our commitment to our employees and clients is at the heart of everything we do.At Rabobank our culture is unique, because every...

  • Internal Complaints Specialist

    1 week ago

    Sydney, New South Wales, Australia Suncorp Group Full time

    Take the next step. Be part of something bigger at Suncorp.The opportunity to make a genuine difference & contribution 12-month contract opportunity based in Brisbane, Sydney or MelbourneWe are seeking a 1st in class Customer Relations Specialist to join our Internal Customer Relations team. This team is responsible for resolving Internal complaints that...

  • Incident & Complaint Manager

    1 week ago

    Sydney, New South Wales, Australia Equity Trustees Full time

    We're excited to offer you a fantastic opportunity to join our Oversight, Risk, and Insurance team within the Corporate and Superannuation Trustee Service (CSTS). In this role, you'll play a pivotal part in ensuring that service providers manage incidents within CSTS' risk appetite effectively and efficiently. Your focus will be on ensuring member complaints...

  • Complaints Resolution Analyst

    1 week ago

    Sydney, New South Wales, Australia Amex Full time

    You Lead the Way. We've Got Your Back.With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you'll learn and grow as we help you create a career...

  • Complaints Officer

    1 week ago

    Sydney, New South Wales, Australia Kennedy Reid Full time

    Job description The Company Our client are a global automotive organisation and have an exceptional reputation in the market. Employing over 1,200 team members across Australia and New Zealand, be apart of a global company. The Role Part of the Customer Service team, you will be handling enquires, complaints & escalations, with your duties including...

  • Incidents and Complaints Specialist

    1 week ago

    Sydney, New South Wales, Australia Mable Full time

    We're powered by purposeMable is an online platform connecting Australians looking for disability and aged care support to independent support workers. Since 2014, we've been helping our community live their kind of independence, and today we're one of Australia's largest and fastest growing healthtech platforms.We have been recognised in AFR's Fast 100...

  • People & Culture Manager

    1 week ago

    Sydney, New South Wales, Australia Health Care Complaints Commission Full time

    The Health Care Complaints Commission is seeking a People and Culture Manager Do you want to join an organization that is crucial in upholding the integrity of the NSW health system and ensuring public health and safety in NSW? Are you a seasoned People and Culture manager who can lead the development and execution of a workforce strategy for the HCCC? If...