We’re looking for a strategic and forward-thinking Systems Manager to lead the evolution of Suncorp’s customer advocacy systems. This role will shape the future of complaint management by ensuring our platforms are governed effectively, meet regulatory obligations, and harness automation and GenAI to deliver a best-in-class experience for our people and customers.

As a subject matter expert, you’ll drive innovation across customer advocacy systems, while overseeing the complaint helpdesk function. You’ll combine strategic thinking, initiative, and problem-solving to deliver systems that:

• Automate and modernise processes for greater efficiency
• Improve usability and outcomes for staff and customers
• Operate under strong governance and continuous improvement frameworks
• Support teams with clear guides, tools, and frameworks

This is a unique opportunity to apply your leadership, technical and analytical skills to deliver tangible customer and business outcomes, while leading the way in automation and customer advocacy at Suncorp.

What you’ll do

• Lead the strategy, governance and enhancement of customer complaints systems (including develop SME expertise across CEV capability)
• Act as Product Owner for major programs of work, including delivery against regulatory obligations
• Drive automation and GenAI initiatives to enhance productivity and system efficiency
• Oversee the complaints helpdesk function, ensuring users are supported with simple, effective tools and processes
• Partner with Technology and Operations to deliver system enhancements, resolve issues, and maintain high performance
• Provide actionable insights to senior leaders, shaping customer experience and embedding a customer-obsessed culture
• Ensure compliance with risk and governance obligations while delivering operational efficiencies and value
• Lead, support and inspire teams, promoting wellbeing and cross-business collaboration

What you’ll bring

• Tertiary qualification in Technology, Computer Science, Business, Economics, Finance or related discipline (mandatory)
• Minimum 5 years’ experience in a senior decision-making role (mandatory)
• Proven ability to engage and influence senior stakeholders (mandatory)
• Strong leadership skills, including coaching and mentoring experience (mandatory)
• Experience in business or multi-channel support environments (mandatory)
• Advanced Microsoft Excel, PowerPoint and Word skills (mandatory)
• Experience with program management tools (e.g. PPM) (desired)
• Prior experience in a leadership position (highly regarded)