Manager, Customer Service - Performance & Analytics
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.
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
* 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
* Strong cross-functional collaboration across departments
* 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
EEO Statement: Suncorp is an equal opportunity employer committed to diversity and inclusion.
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