Suncorp’s Reskill Program is investing in our people and shaping a future-ready workforce

Developing a future-ready workforce 

Suncorp’s Reskill Program launched in 2022, addressing shifts in the workforce and building future critical skills. 

Through a robust nomination process, high-performing employees who are passionate about building new career pathways are offered a place.  

The program is empowering our people to reimagine their future, with more than 90 people reskilled in areas of future focus to date.

There are currently two programs available – Business Process Modelling (BPM) and Data, Analytics & AI.  

The Reskill Program is delivered in partnership with the University of New South Wales (UNSW) and runs for 13 to 14 weeks.  

For eight weeks of the program, participants are removed from their everyday role and fully immersed in their learning journey and personal development.  

This dedicated time allows them to build a strong foundation across technical, professional and personal skill areas, without the distractions of their usual work responsibilities.  

Suncorp’s Spotlight Sessions are delivered in parallel to the UNSW learning program, offering an opportunity for our participants to further explore business strategy, commercial acumen and personal development.  

Through tailored activities and reflective learning, they enhance their ability to communicate effectively and collaborate with others. 

These sessions also offer participants valuable exposure to future hiring Leaders at Suncorp. 

Executive General Manager Workforce Jen Delves said: “At Suncorp, we’re investing in our people and building skills for the future.  

“Our Reskill Program has a broad reach to support the increasing number of people seeking to develop future skills, such as AI. 

Investing in our people  

Celeste has worked at Suncorp for the past 12 years, and her first role was in the Claims Assist team, taking lodgement and enquiry calls for home and motor claims.

Since then, she has had several roles in the business, including working in Natural Hazard Claims Management and also as a Technical Support Officer. 

Celeste was working as a Team Leader in the Fast Track Home Claims Contents space when her Leader nominated her for the Business Process Modelling (BPM) Reskill Program. 

“BPM is a structured approach to analysing, improving and redesigning business processes,” Celeste said. 

“It teaches you how to look at a process, pull it apart and see the weaknesses to decide what changes can be made to deliver the best experience for our people and customers.”

Celeste described the support available during and after the course as “exceptional” and praised the amount of feedback and guidance given by Suncorp and the UNSW.

After completing the course in June 2023, she was able to utilise her new skills straight away in her Team Leader role as she began seeking a new position.  

“BPM changed my whole outlook of working in Home Claims for Suncorp, I started looking at every part of the process and I also developed soft skills such as stakeholder engagement and presentation skills,” she said.  

“The Reskill Program didn’t just equip me with the technical knowledge of BPM, it also prepared me for job interviews and enabled me to make connections across the business. 

Reigniting a passion for learning 

While a new role is not guaranteed after completing the Reskill Program, 81 per cent of BPM graduates have secured a new position within Suncorp – 75 per cent of BPM graduates found their new role within 12 months of graduating.  

Since August 2024, Celeste has worked as a Senior Delivery Advisor in Home Claims Partnering. 

She manages a team who complete administrative tasks to support Home Claims. 

"In my role, I ensure the delivery of operational activities, which can involve proactively identifying new work opportunities for the team, maintaining high standards of quality and productivity and fostering strong, collaborative relationships with key stakeholders,” she said.  

“I recently applied my BPM skills to assess and optimise processes within the Home Claims Admin team.  

“This involved simplifying steps, reducing handoffs and creating more end-to-end ownership activities, which will ultimately improve efficiency and customer outcomes." 

Celeste added: “After I completed the Reskill Program, I took some time to decide what I wanted to do with the new skills I had acquired. 

“It gave me the confidence to seek out my current role and apply.” 

Celeste has since enrolled in a part-time Bachelor of Business degree at the University of Southern Queensland (UniSQ) and the accredited BPM course she undertook during the Reskill Program contributes towards it.  

“The Reskill Program reignited my passion for learning," she said.  

“It was scary at first returning to university as I have four children and have been working at Suncorp for a long time, but the Reskill Program helped me see that I could do it.”