We’re building a collaborative, customer‑focused Centre of Excellence, where learning, teamwork, and continuous improvement are part of our everyday. We’re all in this together, united by one simple goal:
service, service, service.
We’re looking for a Business Operations Specialist to support our Policy Operations teams. This role focuses on uplifting capability, strengthening knowledge, and enabling great service delivery across our onshore and offshore teams.
You don’t need insurance experience to succeed in this role. What really matters is your ability to train, write, coach, and connect. We’re looking for someone who enjoys building capability frameworks, creating clear knowledge articles, and using data and insight to guide learning and development.
What you’ll do
- Coach, train, and support Policy Operations teams across onshore and offshore locations
- Create, review, and maintain clear knowledge articles, process documentation, and training materials
- Develop, maintain, and uplift team skill matrices, ensuring capability levels are visible, current, and aligned to service needs
- Identify knowledge and capability gaps through quality reviews, audits, and skill matrix insights, translating these into targeted learning plans
- Partner with Team Managers to support capability planning, progression, and readiness across teams
- Contribute to continuous improvement initiatives, including system changes and process enhancements
- Complete policy and client maintenance tasks within agreed service timeframes, meeting quality and productivity standards
- Support Team Managers with operational insights, reporting, and leadership initiatives as required
- Work collaboratively with teams across Claims, Distribution, Risk, Finance, HR, and Learning & Development
- Ensure risk, compliance, and governance requirements are understood and followed, escalating issues where appropriate
What we’re looking for
- A natural trainer, coach, or capability builder who enjoys helping others grow
- Strong written communication skills, with confidence creating structured knowledge articles and guides
- Experience developing or maintaining skill matrices, capability frameworks, or learning pathways
- Background in service‑based, operational, or process‑driven environments (insurance experience not necessarily required )
- Ability to analyse information, identify trends or gaps, and implement practical, people‑focused solutions
- Strong organisational skills with the ability to manage priorities while maintaining accuracy
- A collaborative mindset and a genuine passion for service excellence
Why join Suncorp?
- A supportive, inclusive environment where people back each other
- Strong focus on learning, development, and continuous improvement
- Opportunity to shape how capability, knowledge, and service excellence are embedded
- A workplace that values teamwork, trust, and doing the right thing - together
About Suncorp NZ
We’re proud to be part of the Suncorp Group, home to some of Australia and New Zealand’s most trusted insurance brands. Together, we deliver faster, simpler, and better outcomes for our customers and partners.
At Suncorp, we believe we are at our best when our workforce reflects the diversity of our communities. We’re committed to creating an inclusive culture, offering flexible work, career development, and opportunities for internal mobility.
If you require adjustments to participate equitably in our recruitment process or workplace, contact lisa.scanlon@suncorp.com.au for a confidential conversation.
Chase the sun with us - Apply online today!
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Advertised: New Zealand Daylight Time
Applications close: New Zealand Daylight Time