Operations Manager – Shannons Customer Service

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

Sydney - Inner Suburbs & CBD, Newcastle, Brisbane - Inner Suburbs & CBD, Adelaide, Melbourne - Inner Suburbs & CBD, Various

• Lead strategic operations for a beloved Australian motoring brand
• Drive performance, customer experience, and operational excellence across Shannons—including service centres, events, and strategic initiatives
• Flexible hybrid working with career development opportunities

Locations: Heatherton VIC, Artarmon NSW, Eagle Farm QLD, Clarence Gardens SA

As Operations Manager, you'll lead a high-performing team to deliver seamless daily operations, drive strategic change, and elevate customer experience across Shannons Customer Service. You'll represent the brand in key forums and ensure operational excellence through continuous improvement and expert support.

What You'll Do

• Lead and develop a team of Leads and Operations Officers to deliver consistent, high-quality service aligned with strategic goals
• Oversee technical support functions including the Enthusiast Support Hub, Technical Advisory, and Coaching teams to uplift frontline capability
• Collaborate with brand-aligned working groups and Customer Service leadership to minimise disruption and optimise change delivery
• Drive operational efficiency and continuous improvement initiatives to enhance performance and reduce costs
• Represent Shannons in strategic forums, contributing to product and customer value proposition design
• Support workforce planning, business continuity, and automation initiatives to future-proof operations

What You'll Bring

• Proven leadership experience in insurance, financial services, or contact centre environments (7–10 years)
• Advanced operational knowledge of contact centre models and performance optimisation
• Strong stakeholder management and communication skills, with the ability to influence across all levels
• Strategic thinking and business planning expertise, with a disciplined approach to execution
• Experience leading change and embedding transformation initiatives, including automation and AI
• Coaching and mentoring capability to build team capability and engagement

What You'll Enjoy

Access our award-winning Shine platform – your central hub for exclusive perks, wellbeing support, career development, and recognition. Shine has been recognised for excellence in employee experience, making it easier than ever to access what matters most to you.

• Hybrid working, flexible leave, 20 weeks paid parental leave, and up to 4 days paid flexible leave annually
• Paid study support, career breaks, on-the-job learning, and a $1,000 referral bonus
• Free wellbeing coaching, a dedicated Employee Council, and confidential EAP access
• Discounts at 400+ retailers, insurance savings, gym memberships, and reduced super fees
• Paid volunteer leave, donation matching, and unlimited emergency response leave
• Performance-based bonuses and Suncorp shares for eligible employees
• Diversity is celebrated through employee resource groups and inclusive policies for all families

Explore our full benefits:www.suncorpgroup.com.au/careers/benefits

At Suncorp we believe we are our best when our workforce is as diverse, talented and passionate as the communities in which we live and operate, and where our people feel included, valued and connected. We are passionate about inspiring our people by creating a diverse, accessible, and inclusive culture, offering flexible work, career development and internal mobility, and building connected relationships amongst our team members and with our customers.

If you require any support and adjustments to participate equitably in our recruitment process or in the workplace, we encourage you to contactluke.morandini@suncorp.com.aufor a confidential conversation.

Advertised: 26 Aug 2025 AUS Eastern Standard Time
Applications close: 02 Sep 2025 AUS Eastern Standard Time

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Make a lasting impact by shaping customer service excellence for Shannons, while growing your leadership career in a values-driven, innovative environment.

Make a lasting impact by shaping customer service excellence for Shannons, while growing your leadership career in a values-driven, innovative environment.