Suncorp Group

Capability Manager

Designing a Capability and Proficiency framework for Suncorp, Direct Distribution. The framework will form and support a wider program of work: to redesign and reinvigorate Direct Distributions induction and learning approach and delivery.

Project Specialist - Knowledge & Capability 

- Designed and delivered the strategic roadmap for Direct Distribution Knowledge.
- Designed the Knowledge Management Optimisation project delivery plan, including the strategic prioritisation and sequencing of content to achieve optimal return on investment.
- Collaborated with external KM best practice firm to create best in class content management framework and inform our content design.
- Presented new KM strategy, KM Optimisation’s project plan, strategy, and roadmap to Suncorp Executive Leadership Team, gaining endorsement, and project sponsorship.
- Collaborated with Vendors and Business Analysts to determine and deliver system and functionality uplift and performance improvements.
- Managed the project team and core KM team simultaneously, completing optimisation of ~7,500 pieces of content in 6 months, while maintainingBAU workload and lights on.
- Redefined and reshaped team culture, building capabilities, and shifting mindsets.

Manager, Knowledge and Customer Workbench

- Designed and delivered a new Knowledge governance framework for Direct Distribution, moving content ownership to the Knowledge team from business stakeholders. This change greatly reduced turnaround time for content updates and/or creation and removed significant blockers to KM
Optimisation.
- Designed a new program of work and team SharePoint site to facilitate effective prioritisation of work and boosting team utilisation.
- Developed and delivered a SharePoint for content subject matter experts to respond to end-user feedback submitted in Knowledge, improving efficacy, reducing response times, and creating a seamless way of working.

Knowledge & Customer Workbench Lead

Ownership and management of Knowledge Management content for the Suncorp Group. Delivering new articles, updates to existing content, and actioning of end user feedback. Management and collaboration with stakeholders to manage risk, ensure content accuracy and drive end user engagement. Responsible for Knowledge Management governance across the Group. KM project lead for strategic and operational business initiatives.
– Project and initiative role focused on updating KM content for strategic and operational changes
– Focus on optimising KM content using adept communication and writing skills
– Optimisation of end user feedback improving efficiency and end user engagement

Customer Workbench and Knowledge Advisor

Providing high level technical support and underwriting advice for the national Compulsory Third Party teams. Responsible for ensuring data integrity and performing operational functions related to meeting NSW Government regulatory obligations, in addition to Suncorp and Statuartory compliance obligations. A highly technical role focused on compliance and risk management. Requiring adept problem-solving skills, stakeholder management, effective communication, and dispute resolution.

Direct Solutions Officer CTP

Focused on creating a high-performance culture to deliver service excellence to Suncorp's diverse customer base. Acting as a conduit between the business strategy and frontline staff, my purpose was to articulate the business vision, and champion specialists through effective leadership, coaching and development to achieve strategic objectives.

Customer Development Leader

Providing technical CTP product, process and systems support and coaching to frontline specialists and leaders. Effective handling of Level 1 disputes and customer complaints. Multiple inbox management, Management of risk by effective and efficient quality assurance monitoring. Identify areas for improvement and optimisation.

Senior Technical Support Officer

Receiving a high volume of sales and service calls from New South Wales and Queensland Compulsory Third Party insurance customers. Heavily regulated product by the NSW and QLD government related to customer's vehicle registration.

Sales and Service Specialist – CTP

Sales and Service Specialist – AAMI Insurance 

Byzprint Australia Pty Ltd

Executive Sales Manager

- A proven people leader with a wealth of experience in knowledge management, project management and strategic design and execution. 
- An adept communicator and problem solver, with strengths in critical, conceptual, and design thinking and successful vision translation.
- A curious idealist, I am driven by innovation and passionate about continuous improvement, with a demonstrated history of identifying opportunities, developing solutions, and delivering successful initiatives.
- Reputed as a credible activist, I am respected for my ability to deliver meaningful results.
- Relationship focused, I am recognised for my integrity and collaborative approach.

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