Regional Operations Lead

2 weeks ago

Brisbane, Queensland, Australia Suncorp Group Full time
Overview

The Suncorp Group is a leading provider of insurance, banking, and corporate services. We are committed to delivering exceptional customer experiences and driving business growth.

Job Summary

We are seeking an experienced Senior Contact Centre Manager to lead our new regional hub in Townsville. This role will be responsible for managing a team of customer service professionals and driving sales and service excellence across the Inbound Consumer function.

Key Responsibilities
  • Drive sales and service excellence for the Inbound Consumer function as part of the AAMI, Suncorp & GIO (ASG) Leadership team
  • Lead the Productivity Program across the centre to ensure consistency and a culture of best practices for our business and customers
  • Lead and enable a customer focussed, high performance culture with a balance between financials, customer and risk
  • Drive change management practices with leadership team to ensure changes are embedded and benefit profile is achieved
  • Lead and develop the capability of others through effective coaching, mentoring, professional development and strong performance management
  • Embed a risk maturity, safety-first focus and accountable culture across teams
Requirements
  • Minimum 8 years' experience in related field
  • At least 5 years' experience in insurance or financial services or contact centre environment
  • Proven record of achievement of leading large teams in a customer service business
  • Demonstrated ability to use customer insights and commercial acumen to drive performance across financial, productivity, risk and people metrics
  • Strong leadership skills, including the ability to mentor and develop teams
  • Advanced coaching skills
Benefits

As a Senior Contact Centre Manager with the Suncorp Group, you will have access to a range of benefits, including:

  • A competitive salary package, estimated at $120,000 - $150,000 per annum, based on location and experience
  • A comprehensive training program to support your career development
  • Opportunities for career advancement within the company
  • A dynamic and supportive work environment
About Us

The Suncorp Group is a leading provider of insurance, banking, and corporate services. We are committed to delivering exceptional customer experiences and driving business growth. Our company values include a strong commitment to diversity and inclusion, and we are passionate about creating a workplace that is welcoming and inclusive for all employees.

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