Manager, Customer Service

4 weeks ago

Council of the City of Sydney, Australia Suncorp Full time

Be part of something bigger at Suncorp.

Manager, Customer Service - Performance & Analytics

- Location: Sydney, Melbourne, or Brisbane
- Permanent Role

About the Role

Are you passionate about driving performance through data and analytics? We’re looking for a strategic and analytical leader to join our team as Manager, CS Performance & Analytics. This role is pivotal in enabling data-driven decision-making across our Customer Service functions, helping to optimise performance and enhance customer outcomes.

You’ll act as a trusted advisor to senior leaders, delivering actionable insights, challenging benchmarks, and influencing business strategy. This is a high-impact role that combines performance analysis, stakeholder engagement, and continuous improvement.

Key Responsibilities

- Strategic Business Partnering: Provide expert guidance to senior leaders on performance optimisation and critical decisions. Build strong relationships with EGMs and leadership teams.
- Performance Analysis & Insights: Lead performance monitoring, deliver strategic recommendations, and facilitate monthly performance meetings. Identify trends, gaps, and opportunities for improvement.
- Continuous Improvement: Collaborate with data and reporting teams to evolve data models and analytics tools. Develop new metrics and drive innovation in performance measurement.
- Enterprise Project Enablement: Ensure performance metrics and data requirements are integrated into enterprise technology projects. Lead transitions to new platforms while maintaining data integrity.

About You

You’re a strategic thinker with a strong analytical mindset and a passion for performance improvement. You thrive in a collaborative environment and have a proven ability to influence senior stakeholders.

- Degree in Business, Commerce, or other quantitative disciplines (mandatory)
- 7–10 years in performance analytics, business intelligence, or related fields
- Proven experience engaging with senior executives
- Experience in data strategy, transformation, and integration (desired)

Technical Skills & Capabilities

- Advanced analytical skills including predictive modelling and trend analysis
- Strong leadership and stakeholder management
- Excellent communication and presentation skills
- Proficiency in data tools (e.g., SQL, Power BI, Tableau, Excel)
- Change management and continuous improvement mindset

What we can offer you:

- Discounts and offers on a range of insurance products
- A range of flexible working and leave options, including 20 weeks paid parental leave, 4 weeks secondary carer parental leave, and unlimited paid emergency response leave.
- Invest in your brighter future with ongoing study support and career development programs.
- Give back to our communities with payroll giving, donation matching and paid volunteer leave.
- Prioritise your work/life balance with our robust employee assistance program and dedicated employee council.

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.

Applications close: 10 Oct 2025 AUS Eastern Daylight Time

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