At Suncorp New Zealand we know great service starts with having the right people in the right place at the right time. Our frontline teams are at the heart of delivering for our customers and behind them is smart workforce planning strong data and continuous improvement.
Were building a forward-looking digitally enabled Centre of Excellence where insight collaboration and innovation drive better outcomes for both our people and our customers.

Werelooking for a Workforce OptimisationLeadto drive strategic workforce planning analytics and optimisation across our frontline functions. This is a senior influential role whereyoullpartner closely with leaders planners and analysts to turn data into insight enable smarter decisions and continuously lift efficiency and service outcomes.

Whatyoulldo

• Lead workforce optimisation initiatives that improve efficiency capacity alignment and customer outcomes across frontline teams.

• Act as the subject matter expert for workforce planning analytics and optimisation supporting planners analysts and leaders.

• Develop andmaintaindashboards reports and models that provide clear actionable insights for operational and strategic decision-making.

• Deliver workforce insights through advanced analytics forecasting modelling and data visualisation.

• Implement and enhance digital tools enabling self-service access to workforce data and insights.

• Champion automation continuous improvement and best-practice workforce processes.

• Act as Product Owner for workforce optimisation and telephony capabilities shaping backlogs prioritising enhancements and ensuring tools (including Genesys Cloud) meet business needs.

• Own the telephony platform roadmap including Genesys Cloud feature deployment optimisation and cross-functional alignment.

• Collaborate across Consumer Claims Operations Technology and Group Workforce teams to align approaches and share capability.

• Ensure workforce data quality risk management and governance standards are metidentifyingand escalating issues whererequired.

Whatwerelooking for

• A workforce optimisation expert with strong experience across workforce management planning and performance analysis.

• Proven ability to turn complex data into clear insights that influence senior stakeholders and drive action.

• Strong experience with workforce planning tools analytics reporting and data visualisation.

• Demonstratedexpertisewith Genesys Cloud including functionality optimisation roadmap delivery or feature deployment.

• Experience in product ownership agile delivery backlog management or leading digital capability enhancements.

• Background in telephony environments including platform ownership or roadmap delivery.

• Experience leading or contributing to digital enablement automation or self-service initiatives.

• A strategic thinker who can balance long-term planning with day-to-day operational realities.

• Strong stakeholder engagement skills with the confidence to partner across senior leadership and frontline teams.

• Exposure to Lean Six Sigma or change initiatives with a continuous improvement mindset.

• A collaborative pragmatic leader who keeps things simple while driving meaningful impact.

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

Wereproud to be part of the Suncorp Group home to some of Australia and New Zealands 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 to creating an inclusive culture offering flexible work career development and opportunities for internal mobility.

If you require adjustments toparticipateequitably in our recruitment process or workplace contact for a confidential conversation.