Partner Performance Advisor

• 12 month secondment
• Collaborate with other areas of Suncorp utilising partnering arrangements to ensure we are leveraging and sharing best practise
• Any Location

The purpose of the Partner Performance Advisor role is to support the effective management of our Customer Service partnered contact centres to deliver great customer outcomes as well as the required performance objectives compliantly and in line with expected contractual SLA’s

Specifically, responsibilities will include:

• Support the achievement of customer and business performance outcomes including achieving contractual SLA’s, KPI’s and bringing to life our brand value propositions for our partners to deliver successfully to our customers
• Actioning the partnered performance program of work that drives continuous improvement and performance uplift across all partnered channels
• Contribute to continuous improvement opportunities and trend identification, through data gathering and anecdotal/experiential evidence. You will be integral to identifying training needs (product, system, and soft skills) to drive improvements in partner performance
• Supporting our Digital First strategy across key programs including digital transformation and customer channel deflection where it makes sense
• Monitor and reporting of key partner criteria to ensure low-cost delivery outcomes of partnering are realised.

 In order to be successful in this role, you will have: 

• Contact centre leadership experience is mandatory
• Knowledge of Assisted Digital tools is highly desirable
• Stakeholder management experience is mandatory
• Demonstrate expertise in product and system knowledge
• Ability to use customer and commercial acumen to enhance business performance, drive sales performance and achieve growth targets.

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

Apply now

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Advertised: 12 Nov 2024 AUS Eastern Daylight Time
Applications close: 19 Nov 2024 AUS Eastern Daylight Time