Performance & Productivity Manager

• Permanent opportunity
• Create insights to support performance and efficiency for Claims Customer Service and recommend prioritised opportunities into the Customer Service Program of Work
• Brisbane CBD, Newcastle, Melbourne or Toowoomba location

The Claims Customer Service Performance and Productivity Manager is accountable for determining the strategies to improve performance derived from insights and analysis from multiple sources which will prioritise performance and productivity opportunities for Claims Customer Service teams across all assisted channels.

This is achieved through providing direction on key performance objectives to all enabling functions to align information to performance objectives that is timely, relevant and enables rapid decision making for new campaigns or initiatives.

The Claims Customer Service Performance Manager will also be responsible for assessing site-based performance and provide recommendations to Claims Customer Service Leadership team through specialist capability diagnosis to improve key metrics across the Home and Motor Claims Scorecard.

Key Responsibilities include but not limited to:

• Development of analysis and insights in conjunction with enabling functions for the Claims Customer Service Leadership team – this includes undertaking new research or using existing research findings to present insights that will improve performance outcomes
• Accountable for aggregating and presenting regular insights and updates, aligned to the business cycle to the Claims Customer Service Leadership team and key stakeholders outside of Customer Service (e.g. weekly and monthly Performance Meetings, Performance tribes, Motor & Home Claims)
• Responsible for providing monthly trend analysis on specialist performance effectiveness, channel performance, productivity and efficiency to Claims Customer Service Leadership Team
• Ability to bring to life complex performance data and market information in a way that stakeholders find useful
• Accountability for OPEX/ FTE submissions, scorecard targets and budget assessments for Claims Customer Service.

Skills & Experience:

• Minimum 5 years’ experience leading high performance customer facing teams
• Advanced data analytics and insight management skills
• Substantial experience in internal and external research and analysis, including experience in research and operational reporting methodologies
• Ability to aggregate insights and reporting from multiple sources in a compelling way and in a manner that engages a wide variety of stakeholders
• Ability to interpret data and recommend action on a variety of analyses.

If this role sounds like the challenge you have been looking for please submit an application online today. For more information please contact Annette_frasca@suncorp.com.au