Manager, Scheme Customer Solutions
Take accountability for monitoring and improving customer experience, learning and ongoing development of our people and improving scheme performance.
Summary about this job
Claims
Company: Suncorp
Location: Brisbane
Work type: Full Time
Salary: n\a
Phone: +61-8-5293-5613
Fax: +61-8-7435-2766
E-mail: n\a
Site: n\a
Detail information about job Manager, Scheme Customer Solutions. Terms and conditions vacancy
- Lead the Scheme Customer Solutions team
- Develop and implement technical coaching frameworks across CTP schemes
- Brisbane or Sydney location
The Role
You will provide purposeful leadership and direction to create a high performing team environment, providing oversight and management to the Scheme Customer Solutions area.
The role comprises of three key outcomes which are accountability for monitoring and improving customer experience, learning and ongoing development of our people and improving scheme performance.
Key Responsibilities
- Develop and implement technical coaching frameworks across CTP schemes
- Implement performance frameworks to address identified compliance and other performance issues
- Work with Capability Team to ensure insights from Quality Assurance and Claims Insights & Solutions team, are effectively action planned in all CTP schemes
- Develop strategy to ensure consistent and effective recruitment, onboarding and induction of talent processes across CTP schemes
- Develop ongoing learning and development uplift strategy
- Implement customer framework, ensuring that schemes have consistent processes to manage and monitor customer feedback
- Implement continuous improvement initiatives to respond to customer feedback
- Ensure consistent processes for capture of customer feedback (Level 1 complaints)
Skills & Experience
- Degree in Business, Commerce, Law or related field
- Significant experience within CTP claims
- Demonstrated leadership experience
- Experience in Personal Injury Claims customer management
Benefits
- Flexible working arrangements
- Up to 25% off insurance, Banking, superannuation
- Employee share scheme
- Employer of choice for gender equality
- Study Support, Employee Referral Program ($600), Years of Service Recognition
About the Company
Our Marketplace of products, services and experiences is designed to make it easier for our customers to meet their financial needs. It brings together our strong portfolio of banking & wealth and insurance solutions from across our many brands including Suncorp, AAMI, GIO, Apia and Shannons, as well as those from our partners.
Culture
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 an inclusive culture, offering flexible work, career development and internal mobility, and building connected relationships amongst our team members and with our customers.
For additional information about the company click on link below.
If this sounds like you, apply online today.
In submitting an application, you are confirming agreement to our Privacy Statement.