Driving customer impact from behind the scenes
As Project Lead (former Lead Regulatory Compliance) for Learning, Talent & Capability, Sumi understands that customer focus isn’t only about proximity; it’s about making a real difference.
While her immediate customers include internal and external stakeholders like capability managers, risk teams, regulatory affairs, and external workforce partners, she always links the impact directly to the frontline: the people who work directly with our customers every day.
And beyond them, to the customers themselves, who might not know her name, but who benefit from her work.
“Even if I’m not speaking directly to customers, every decision I make ultimately impacts them,” she said.
“If our people understand our policies and can efficiently handle enquiries and calls, customers feel that care in the moments that matter.”
Bridging policy, learning and the frontline
In simple terms, Sumi’s role is to ensure the business learns what it needs to – on time, reliably, and in a way that enables teams to respond to customers with confidence.
This involves managing the learning governance framework and making sure that when policies or risk requirements evolve, the supporting learning is accurate, accessible, and fit for purpose.
When it’s time for a regulatory review, Sumi provides the evidence, explains the process, and demonstrates that Suncorp has met its commitments.
It can be painstaking work; it’s analytical, process-driven and largely invisible, but the ripple effect is what motivates her.
When the frameworks hold up and frontline training is delivered smoothly, there is less likelihood of case escalations and compliance breaches.
“When our teams are trained, that means the system is working, people are supported, and customers are being looked after,” Sumi said.
That sense of impact is reinforced when she helps the business reclaim time that can be spent assisting customers.
Sumi says her role requires flexibility; she manages multiple responsibilities – as a governance specialist, analyst, investigator, and problem solver – adjusting her approach as needed.
She also takes on tasks outside her job, simply because she understands how they help improve decisions.
When a potential compliance issue arose over the holiday period, she coordinated responses, gathered information, and made sure the matter was handled well while the rest of the team was away.
More than just a conduit between policy owners and internal teams, Sumi strives to understand how changes will impact frontline staff and what they’ll need to adopt them smoothly.
And while she may not speak directly with customers, she constantly reminds herself of who the real end user is.
“The better we understand the end-user, the more effective our learning and process designs become,” she said.
“Ultimately, that results in better outcomes.”
A culture of learning drives customer improvement
Sumi understands that customer-focused results stem from investing in Suncorp’s people; this aligns with the organisation’s purpose of building futures and protecting what matters.
A system that prioritises learning and development not only builds skills but also creates a workforce that understands risk, responds with confidence, and delivers a consistent customer experience.
Suncorp’s culture of career mobility, internal growth and ongoing improvement reinforces this, creating an environment where its people can challenge themselves and try new roles, bringing those insights into every interaction.
While Sumi might be far from the frontline, she is a vital part of the Suncorp customer experience.
Her efforts protect customers and secure their outcomes, while enabling teams to assist them more effectively.
Even if customers don’t directly see her work, they feel its impact – through every problem solved, every complaint prevented, and every decision made by someone who had the right training at the right moment.