Suncorp Group

Capability Manager for the Consumer Insurance business, comprising nine functional business areas with ~7,500 FTE. 
I deliver business value by designing capability plans aligned to Suncorp’s Strategic Workforce Plan, to build the right capabilities to meet customer, regulatory, and performance expectations.

Capability Manager

As Capability Project Lead, I designed and developed a business-first Capability and Proficiency Framework for Customer Service. The framework articulates the capabilities required to build a sustainable and future-focused workforce, and a high-performance culture. It provides links to induction outcomes allowing job readiness assessments, informs capability pathways for development and workforce capability uplift, and facilitates career pathways.

Project Lead - Knowledge & Capability 

As Product Owner for the Customer Engagement and Knowledge Management platform for Customer Service, I led a high performing team of 15. I designed and successfully delivered the Knowledge Optimisation project with significant and ongoing ROI:  
- Designed and delivered the strategic roadmap for Knowledge within Customer Service.
- Designed the KM (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 content design.
- Presented new KM strategy, KM Optimisation 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 maintaining BAU workload and lights on.
- Redefined and reshaped team culture, building capabilities, and shifting mindsets.

Manager, Knowledge and Customer Workbench

Responsible for the high-quality design and delivery of KM content for Customer Service, I improved processes reducing content update times, improving customer and end user experience, and created rigorous governance. 
- 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

Responsible for the governance, management, and ownership of the Knowledge and Customer Workbench platform for Customer Service, including the day-to-day management of Knowledge content. 
– 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

With over 15 years of experience in leadership, knowledge management, project and change management, and strategic design and execution, I am a Capability Manager for the Consumer Insurance business at Suncorp Group, a leading financial services provider in Australia and New Zealand.
As a passionate people leader and a credible activist, I have a proven track record of building and leading high performing teams. With strengths in critical, conceptual, systems, and design thinking, I'm an adept communicator and problem solver.
A curious idealist, I am driven by innovation and passionate about continuous improvement and transformation, with a demonstrated history of identifying opportunities, developing solutions, and delivering successful initiatives. Relationship focused, I am recognised for my integrity and collaborative approach.

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