Exciting opportunity to play a lead role in the opening a new regional site for the Suncorp GroupContribute to a strong collaborative and supportive cultureCollaborate across the AAMI, Suncorp & GIO National Centres to build consistency of operations and that best practice is applied to the day-to-day running of our inbound contact centresWork from home and officeTownsville location opening early 2025Contact Centre Manager
Job No: 673862
North QLD
Permanent Full Time
Call Centre, Insurance
Pay Band 6
The purpose of this crucial role is to be the Contact Centre Manager in our new Townsville regional hub for the Suncorp Group. This role sets the tone and culture for our business and leads operational teams for our AAMI, Suncorp and GIO Inbound Customer Service teams.
Success will be achieved through delivering on our core objectives of Customer Obsession, Performance Edge and Risk Management. These disciplines must be underpinned by a business that is efficient & complies to safe practice through an enabled & resilient workforce. This role is key in implementing Suncorp's strategic direction and delivering transformational change in a fast-paced environment.
Key Responsibilities include but not limited to: Drive sales and service excellence for the Inbound Consumer function as part of the AAMI, Suncorp & GIO (ASG) Leadership teamLead the Productivity Program across the centre to ensure consistency and a culture of best practices for our business and customersLead and enable a customer focused, high performance culture with a balance between financials, customer and riskDrive change management practices with leadership team to ensure changes are embedded and benefit profile is achievedLead and develop the capability of others through effective coaching, mentoring, professional development and strong performance managementEmbed a risk maturity, safety-first focus and accountable culture across teams Skills & Experience: Minimum 8 years' experience in related fieldAt least 5 years' experience in insurance or financial services or contact centre environmentProven record of achievement of leading large teams in a customer service businessDemonstrated ability to use customer insights and commercial acumen to drive performance across financial, productivity, risk and people metricsStrong leadership skills, including the ability to mentor and develop teamsAdvanced coaching skills. Culture:
Working as part of the Suncorp Group you will have access to an unparalleled range of job opportunities across insurance, banking and corporate services. We promote a high-performance culture where people are rewarded for effort and dedication. We recognise and value commitment and encourage our people to maintain a healthy balance between their career and personal time. Suncorp has been awarded Employer of Choice for Gender Equality (EOCGE) by the Workplace Gender Equality Agency (WGEA) for seven years in a row.
If this role sounds like the challenge you have been looking for please submit an application online today. For more information please contact ******
We believe we are at 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.
Advertised: 26 Nov 2024 E. Australia Standard Time
Applications close: 10 Dec 2024 E. Australia Standard Time
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