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Apply now Job no: 637510
Work type: Permanent Full Time
Location: Sydney - Inner Suburbs & CBD, Brisbane - Inner Suburbs & CBD, Melbourne - Inner Suburbs & CBD
Categories: Administration & Support, Analyst, Banking, Finance & Treasury, Insurance, Team Member, Pay Band 4


Performance Analyst

  • Gather complaints intelligence to provide analysis and guidance on operational and strategic improvements
  • Leverage your advanced Microsoft Excel skills
  • This role can be located in either Sydney, Brisbane, or Melbourne

About the team


The Customer Relations team is committed to continuously improving the quality of our customers’ experiences, partnering with our colleagues to actively respond to customer complaints (disputes) and using their feedback to turn negative customer experiences into positive ones and advocate for our customers to fix pain points.

About the role

As the Performance Analyst, you will assist in driving transformation of the complaints management process for our customers. 

You will work closely with the Insights & Lifecycle team to gather complaints intelligence to provide analysis and guidance on operational and strategic improvements necessary to improve the overall customer experience across Suncorp.

You will work with the leadership team to embed and monitor the quality and training framework to continually improve the delivery of complaints resolution for our customer

More specifically you will

  • Develop measurement framework to monitor team performance - KRA's, SLA's, workflow planning, resource modelling and forecasting.
  • Perform data collection, interpretation, and analysis on resource and non-resource productivity and costs and present relevant information, summaries and opportunities.
  • Undertake research on key risk management matters, synthesise and present relevant information, summaries and opportunities.
    Support the design, development, publication, regular update and distribution of Key Results Areas (KRA’s) and Service Level Agreements (SLA’s).
  • Ensuring that complaint handling meets Industry codes and regulations l communication meets General Insurance Code of Practice compliance and legal requirements.
  • The ability to work autonomously as well as working as part of a team.

Knowledge and Experience

  • Minimum 2 years’ experience demonstrable data analytics capability (desired).
  • Risk management experience advantageous.
  • Prior experience with resource optimisation, productivity measures and reporting.
  • Advanced use of a Microsoft Excel (pivot tables, VLOOKUP's, advanced logic (nesting "if" statements, etc.) and PowerPoint.
  • Experience in driving operational improvements.
  • Demonstrated experience in influencing key stakeholders.
  • Strong verbal and business writing skills with experience in reporting to senior leadership / external audience.
  • Experience in driving operational improvements.

What Suncorp can offer you

  • High potential career development opportunities at an ASX top 20 company on the move.
  • A professional, supportive and friendly culture.
  • A range of corporate and life style benefits.
  • Employer of choice for gender equality.

Click to apply or for more information contact Daniel Kefalas on 02 8121 3220

Advertised: AUS Eastern Standard Time
Applications close: AUS Eastern Standard Time

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