Culture-Driven Practice & Operations Leader

The Accounting Division; Sydney; Hybrid; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Hybrid working

Flexible leave

Paid parental leave

Study support

Volunteer leave

Employee discounts

Job summary

oOh!media in Sydney is seeking an Operations Office Lead for the oOh! Works division to own the project plan execution and drive the audit and monitoring programme.

You will lead the operations office, maintain the operating rhythm across states, and ensure the Bid-to-Build Playbook is followed, influencing PM delivery, planning, and data teams. You will need strong audit, QA, and cross-functional leadership skills, with experience redesigning processes and advancing compliance.

Qualifications

• Proven leadership of teams in operating environments.
• Strong risk, governance and compliance capabilities.
• Experience planning and delivering complex process changes.
• Ability to manage stakeholder relationships across the business.
• Knowledge of consumer insurance and underwriting practices.

Responsibilities

• Lead audit, QA, or process-compliance programs with measurable impact.
• Redesign processes to reduce hand-offs and cycle times.
• Maintain documentation and reporting discipline.
• Drive cross-functional playbook adoption with evidence.
• Support leadership with governance and risk reporting.
• Partner with groups across underwriting, claims, distribution.

Skills

People leadership

Risk management

Governance & compliance

Process redesign

Cross-functional collaboration

Consumer insurance knowledge

Education

Tertiary qualification in business/operations

Job description

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Consumer Underwriting Operational Leader

• Lead a skilled team across Consumer Underwriting
• Shape smarter processes through technology, automation and AI

Grow your leadership impact while improving underwriting operations, strengthening controls and helping teams make consistent, customer-focused decisions across Consumer Insurance.

About the Role

Lead the Consumer Underwriting Operations team to deliver effective oversight, workflow management and operational support across Home and Motor Insurance. You will manage the team’s program of work, strengthen processes and controls, and improve reporting for informed decision-making. Working with Underwriting, Claims, Distribution, Risk and other business areas, you will support incident and breach management, audit activities and key event responses. You will also identify opportunities to use AI, automation and other technologies to improve compliance, efficiency and customer outcomes.

What You'll Do

• Lead workflow planning and oversight activities to meet agreed processes and timelines
• Prepare monthly reporting and support quarterly team planning and prioritisation
• Manage incidents and contribute to coordinated breach management activities
• Improve processes and controls through automation, preventative measures and AI
• Support underwriting queries from Distribution, Claims and Internal Dispute Resolution teams
• Build team capability and embed consistent knowledge, controls and decision-making practices

What You'll Bring

• Proven people leadership experience, including performance and continuous improvement
• Strong capability in risk management, governance, compliance and operational controls
• Experience planning and implementing complex process or system change
• Experience managing relationships with stakeholders across the business
• Demonstrated knowledge of consumer insurance, underwriting and pricing practices

What You'll Enjoy

Access our award-winning Shine platform – your central hub for exclusive perks, wellbeing support, career development, and recognition. Shine has been recognised for excellence in employee experience, making it easier than ever to access what matters most to you.

• Opportunity to receive performance-based Incentives and Suncorp shares for eligible employees
• Hybrid working, flexible leave, 20 weeks paid parental leave, and up to 5 days paid flexible leave annually
• Paid study support, career breaks, on-the-job learning, and a $1,000 referral bonus for eligible employees
• Free wellbeing coaching, a dedicated Employee Council, and confidential EAP access
• Discounts at 900+ retailers, Fitness Passport, and reduced super fees
• Paid volunteer leave, donation matching, and unlimited emergency response leave
• Diversity is celebrated through employee resource groups and inclusive policies for all families

At Suncorp we believe we are our best when our workforce is as diverse, talented and passionate as the communities in which we live and operate, and where our people feel included, valued and connected. We are passionate about inspiring our people by creating a diverse, accessible, and inclusive culture, offering flexible work, career development and internal mobility, and building connected relationships amongst our team members and with our customers.

If you require any support and adjustments to participate equitably in our recruitment process or in the workplace, we encourage you to contact for a confidential conversation. To apply for this opportunity, please submit your application directly via the link provided.

We are oOh!media (pronounced “oh!” media).

oOh!media is the #1 Out of Home company in Australia and New Zealand. We exist to make public spaces better and brands unmissable, proudly leading the market with innovation, creativity, data and results. Our network plays an important role in the communities they are located, creating engaging environments that inform, entertain and inspire, while connecting brands with audiences at scale.

We have a unique culture, purpose and set of values that shape how we show up every day. We Win as One. We are Hungry. Always. And we Own It. We are oOh!media, and we are unmissable.

About the opportunity:

• Employment Type: Full-time, Permanent
• Flexibility: A vibrant, collaborative culture with 4 days in the office and flexibility built in
• Location: Based in Sydney

We are looking for an oOh! Works Operations Office Lead to own the execution of our project plan and drive our audit and monitoring programme. In this role, you will lead the operations office, holding accountability for our operating rhythm and cross-department information flow so work stays on time and within budget. You will ensure our teams execute the Bid-to-Build Playbook consistently across all states, directly influencing PM Delivery, Warehouse & Planning, Field Force, and Systems & Data without relying on formal authority.

What you’ll be doing:

• Operating Rhythm & Cross-Department Flow: Hold the operating cadence (stage-gate reviews, status forums, exception reviews) so work stays on time and budget. Keep information flowing across teams and surface stalled or at-risk work before it impacts dates or budgets.
• Playbook Audit & Monitoring Programme: Execute a structured audit and monitoring programme against the Bid-to-Build Playbook stages and gates across all states. Sample live projects at Go/No-Go, build-readiness, and formal handover, feeding findings back into process and training.
• Decisive Reporting: Produce compliance and gate-effectiveness reporting tied directly to key KPIs (Speed to Revenue, Audit Readiness, Reduced Installation Cost, Reduced Total Cost of Ownership) that leadership can decide from directly.
• Knowledge Management & Documentation: Maintain Playbook documentation, audit checklists, and process maps current and version-controlled, codifying decisions to eliminate key-person dependency.
• Cross-Functional Influence: Drive Playbook adoption and process discipline across cross-functional teams through credibility and evidence. Escalate systemic process gaps to accountable owners rather than working around them.
• Leadership Support: Provide program office support directly to the Group Director, oOh! Works, managing project plan compliance, actions, and follow-ups.

What you’ll bring:

• Audit & QA Track Record: Proven experience running an audit, quality-assurance, or process-compliance programme in an operational or delivery environment that measurably changed process.
• Process Redesign & Optimization: Demonstrated success in business process redesign that cut hand-offs or cycle time with sign-off from operational teams.
• Cross-Functional Influence: Proven ability to move cross-functional teams to act through evidence and credibility without positional authority.
• Documentation & Reporting Discipline: Strong discipline holding a single source of truth current, paired with fluency in operational reporting that translates audit data into actionable leadership decisions.
• Domain Knowledge (Plus): Working knowledge of a stage-gated delivery model (Bid-to-Build or equivalent) and asset-intensive or out-of-home operations.
• Qualifications: Tertiary qualification in business, operations, quality, or a related discipline. Process or audit accreditation