Executive Manager, Customer Complaints

2 weeks ago

Brisbane, Queensland, Australia Suncorp Group Limited Full time

Take the next step. Be part of something bigger at Suncorp.

Executive Manager, Customer Complaints & Advocacy

Permanent Full Time

Banking, Strategy, Corporate & Professional Services

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

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.

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