Reporting Manager, Customer Advocate

2 weeks ago

Sydney Inner Suburbs, Australia Suncorp Group Full time

12-month full-time/part-time contract
- Flexible working locations of Brisbane, Sydney or Melbourne
- Working with customer data to drive oversight to Senior Leadership and the Board

The Reporting Manager plays a critical role in ensuring that our Group Customer Advocate (GCA) function meets all data and reporting requirements across the Group. You will be responsible for generating detailed reports and providing actionable insights for the Board, Senior Leadership, and key business stakeholders. A major focus of the role is analysing data related to customer complaints and vulnerabilities, aiming to improve customer satisfaction through informed decision-making.

This position involves fostering a collaborative environment to ensure effective data management and reporting. As a hands-on leader, you will be responsible for developing and maintaining reporting systems, conducting data analysis, and interacting with senior stakeholders. If you enjoy translating complex data into meaningful insights and working across departments, this role could be the perfect fit for you.

**What you’ll do**
- Deliver reports and insights focusing on key customer issues, such as complaints and customer vulnerability, and combine this data with other sources
- Accountable for the preparation and governance of monthly reporting, ensuring alignment with the business cycle, including contributions to the CEO Report, ELT Customer Committee report, and any Board report requirements
- Contribute to senior leadership forums with actionable insights that drive meaningful change for customers, using clear and concise verbal and written communication
- Influence senior business stakeholders to drive and implement changes that positively impact customers, demonstrating leadership aligned with Suncorp Group values
- Ensure all outputs meet legislative and regulatory requirements by collaborating with Business Risk and Compliance teams, thereby minimising Suncorp's exposure to regulatory penalties

**What you’ll bring**
- Relevant tertiary qualification in Business, Finance, or Commerce
- 8+ years in a leadership reporting, analytics, or data-centric role, with proven ability to manage senior-level stakeholders and influence change
- Hands-on experience with SQL and Python (R also considered), along with advanced skills in MS Excel
- Strong communication skills, including the ability to work with both technical and business stakeholders to articulate findings, request information, and translate business needs into technical requirements
- Advanced project management experience, with a proven track record of leading large-scale initiatives, identifying opportunities, and managing risks
- Proficiency in data visualization tools like Tableau, QlikView, or Power BI, with a demonstrated understanding of database structures in financial or operational systems

**What we can offer**
- 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

**Advertised**: 03 May 2024 AUS Eastern Standard Time
**Applications close**: 31 May 2024 AUS Eastern Standard Time

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