Lead operational excellence across a national claims department Drive performance, productivity, and customer outcomes through structured routines and insights Melbourne or Brisbane About the r ole As the Operational Support Leader, you’ll play a key role supporting the National Recoveries & Settlements department by coordinating operational routines, reporting, insights, and systems. You’ll help drive performance, improve customer outcomes, and embed consistent leadership practices across teams. What you'll do Coordinate and lead operational routines, reporting and communication rhythms that create visibility of performance across the Recoveries & Settlements department. Drive productivity and performance uplift by embedding best-practice processes that reduce the average life of claim, increase capacity, and strengthen recoveries and settlement financial outcomes. Partner with leaders to embed Motorvate and other performance frameworks, reinforcing strong leadership and operational discipline. Support workflow coordination and resource optimisation using tools like Enlighten, Genesys, and Verint. Monitor complaints and feedback to identify underlying drivers, ensuring timely resolution and continuous improvement. Coordinate onboarding and systems access for new starters and support resource forecasting and planning for the broader Recoveries & Settlements department. Partner with stakeholders to implement efficient processes and reduce rework. Promote engagement, wellbeing, and recognition initiatives to build a high-performing team culture. What you'll bring Experience leading operational teams in a customer service or claims environment. Intermediate knowledge of operational tools and systems such as ClaimCenter, Genesys, and Customer Workbench. Strong analytical and problem-solving skills to drive performance insights into action. Capability to coach and support leaders to embed consistent routines and high-performing ways of working using frameworks like Motorvate. Effective communication and collaboration skills across diverse stakeholder groups. Experience in project delivery and operational reporting within large-scale environments. CI_MCC_RS_Operational Support Leader.pdf If you require any support and adjustments to participate equitably in our recruitment process or in the workplace, we encourage you to contact phillip.jarratt@suncorp.com.au for a confidential conversation.
