About Us

At Suncorp Bank you can build a career with exceptional growth potential, within a culture of purpose and belonging. As part of the ANZ Group, when you apply to join Suncorp Bank, you'll be directed to ANZ systems and receive correspondence and notifications from ANZ as part of the recruitment process.

About the Role

The role exists within the Specialist Customer Care Team to successfully monitor and analyse the operational performance of the teams, while maximising efficiency and quality outcomes of the Specialist Customer Care department, including partnered functions. 

This will be achieved by;

• Provision of operational reporting for the Specialist Customer Care team.  
• Complete in depth analyse of the Specialist Customer Care department.
• Representing the Specialist Customer Care Team on initiatives which will impact the department, 
• Working with relevant stakeholders to successfully implement and embed change, 
• Implementing a program of continuous improvement projects and initiatives which will deliver operational efficiencies, 
• Explore and identify available technology systems and applications to improve efficiency and remove process waste
• Facilitate solutions for stakeholder by providing an intermediary layer between business stakeholders and technology/business intelligence teams to translate SME and goals as clear and actionable development requirements. 

Role Location: 80 Ann Street, Brisbane QLD 4000
Role Type: Permanent, Fulltime 

What will your day look like?

As an Operational Effectiveness Advisor, you will:

• Provision and development of reporting and analytics to monitor the operational performance across Specialist Customer Care
• Definition, implementation and embedding implementation of process improvement initiatives across Specialist Customer Care department, including assessment of impacts on service delivery and possible resourcing impacts, 
• Development of communication and training materials for all change which will impact for all Specialist Customer Care Functions, 
• Ensure that quality assurance programs, customer treatment strategies, and regulatory compliance frameworks are aligned with business objectives.
• Monitor the effectiveness of quality programs and customer service models, proposing targeted reviews and adjustments to improve outcomes.
• Support Home Lending in projects and deliverables,
• Develop and foster an environment and team culture, 
• Drive a positive risk and governance culture.

What will you bring?

To grow and be successful in this role, you will ideally bring the following:   

• Strong industry experience
• Demonstrable SME experience with operational and partner processes and associated systems (e.g. CBP, Hogan, Sunlink, Allfi etc) (mandatory) 
• Experience in roles requiring high levels of stakeholder influence, presentation and collaboration (highly desirable)
• Experience using SQL for business reporting (desirable)
• Experience using visual analytics/business intelligence tools (e.g. Tableau, Cognos etc) (desirable

So why join us?

Suncorp Bank is a proud part of the ANZ Group and a place where you'll be doing work that really matters. That's because every role, in every team is working towards supporting the financial wellbeing of our million+ customers.

Our team members' wellbeing is a top priority and we know it's the added extras outside the workplace that can make all the difference. We offer a range of benefits and support resources so you can create a healthy work-life balance, helping you bring your best every day. We also provide tools that enable remote work to support flexible work arrangements whenever possible.

Being part of Suncorp Bank opens a world of exceptional growth opportunities, across Suncorp Bank as well as the many divisions within the ANZ Group which operates in almost 30 markets across the globe.

Suncorp Bank is committed to creating a workplace where people from all backgrounds, identities and beliefs can thrive in an environment of inclusivity and mutual respect. We welcome applications from everyone and invite you to talk to us about any adjustments you may require to our recruitment process or the role itself. If you are a candidate with a disability or access requirement, let us know how we can provide you with additional support.

To find out more about working at Suncorp Bank and the ANZ Group, visit https://www.anz.com.au/careers. You can apply for this role by visiting ANZ Careers and searching for reference number 93104.

Job Posting End Date

14/05/2025 , 11.59pm, (Melbourne Australia)