Technical Lead

Take the next step. Be part of something bigger at Suncorp.

• Work with Leaders to monitor ongoing quality and compliance results, identify training needs and deliver or source job ready and job capable training solutions
• Provide technical claims support to staff on complex claims matters
• Sydney CBD Location

We are seeking a proactive and driven individual to join our team as a Technical Lead specialising in Customer and Claims Experience. In this role, you will have the opportunity to take ownership of your work, drive business performance, and uplift capabilities through onboarding, complaints management, and proactive initiatives. Your primary focus will be identifying opportunities to improve the claims management process that leads to exceptional customer experience of the claims process leading them to optimal health outcomes.

What you'll do (not limited to):

• Support the NSW CTP Claims business to deliver exceptional customer experience
• Develop and implement strategies to uplift capabilities within the claims team, including training initiatives, process &
  control improvements;
  reporting;
  standard letters and technology enhancements
• Assist with the onboarding process for new starters to the NSW CTP Claims Business and their first 12 months within the department
• Manage escalated complaints by providing quality assurance, coaching and feedback to the claims team and ensure complaint responses are aligned to Suncorp's position
• Analyse feedback from customers particular through the complaints process;
  identify opportunities to improve the customer experience and deliver appropriate solutions for the business.

What you will bring:

• Experience and expertise in personal injury claims management, project management, risk and compliance management (minimum 5 years is desirable)
• Proven experience in a subject matter expert role, with a track record of driving business performance and implementing change initiatives
• Thorough knowledge and experience of the NSW CTP scheme
• Experience in coaching and delivery of solutions
• Strong project management skills and ability to clearly define project objectives and benefits.

What's in it for you:

• Competitive salary package
• Discounts of up to 25% on our various Insurance, Banking &
  Superannuation products
• Flexible working environment and arrangements;
  genuine focus on work-life balance
• Numerous discounts with our corporate partners (retail &
  shopping / travel &
  holiday / health &
  wellbeing)
• We offer support and various programs for our people:
  (Employee Assistance Program (EAP), Health &
  Wellbeing, Study Support, Employee Referral Program, Facilities for nursing mothers, Company share options, Social club, Years of Service Recognition).

What you will love about working with us:

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.

If you require any support and adjustments to participate equitably in our recruitment process or in the workplace, we encourage you to contact for a confidential conversation.

Advertised:
31 May 2024 AUS Eastern Standard Time
Applications close:
07 Jun 2024 AUS Eastern Standard Time

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