• The Townsville Regional Hub created more than 120 jobs, helping strengthen Suncorp's presence in North Queensland.
• Local employees support customers across multiple brands and provide valuable regional insight during severe weather events.
• The hub combines career opportunities, disaster response capability and community partnerships to help Suncorp stay closer to North Queensland customers.

North Queenslanders know resilience better than most. From cyclones and floods to severe storms, they've faced some of the country's toughest weather events and emerged stronger each time.

That resilience was one of the reasons Suncorp chose to set up a regional hub in Townsville, to bring employees closer to the customers and communities they support. A year on, the hub has created more than 120 local jobs while strengthening support for customers across North Queensland.

The hub brings together employees in a range of roles spanning Suncorp’s portfolio of brands, creating a team with strong knowledge of the community.

For AAMI Specialist Kenny Mathie, one of the first employees recruited when the hub opened in 2025, the impact extends far beyond employment opportunities.

"Being local helps us empathise with customers," Kenny said.

How does the Townsville hub support customers during severe weather events?

When severe weather strikes, customers can be supported by people who understand the region, have often experienced the same events and are backed by Suncorp's dedicated disaster response capability.

Suncorp Regional Customer Manager Mark Hamblyn explained that having employees who understand the region allows Suncorp to connect with customers in a more meaningful way.

Suncorp/GIO Specialist Marianne Baylon said being part of a North Queensland team helps her better understand the communities Suncorp supports.

“When I encounter a situation I haven't experienced before, there's always someone willing to guide me or point me in the right direction. That shared expertise helps me provide customers with more confident, accurate and efficient support,” Marianne said.

The team is supported by dedicated disaster-response capability designed to support North Queensland communities when severe weather strikes.

The Townsville hub has also been equipped to transform into a satellite disaster response hub, integrated with Suncorp’s state-of-the-art Disaster Management Centre in Brisbane.

‘Larry’ is one of Suncorp’s Mobile Disaster Response Hubs and is permanently stationed in Townsville, ready for immediate deployment.

The Mobile Hubs provide rapid on-the-ground support to impacted communities during severe weather events.

Why did Suncorp establish a regional hub in Townsville?

The idea was simple: establish a strong local presence in North Queensland, bringing Suncorp closer to the customers and communities who experience some of the most severe weather events in Australia.​

Mark explained the Townsville hub consists of Customer Service, Claims, CTP, National Assessing, Operational Excellence, and Brand and Customer Experience teams all under one roof.

“We’ve built a highly capable workforce that now supports customers across AAMI, Suncorp, GIO and Apia, while helping us strengthen our connection to North Queensland communities,” Mark said.

When the hub first opened in mid-2025, Regional Customer Manager Kelly Green led the establishment of the new operation and oversaw the initial recruitment drive. While Kelly is currently on parental leave, Mark has continued building on that foundation after relocating from Adelaide, where he had spent 14 years with Suncorp.

What impact has the Townsville hub had in its first year?

One of Mark's proudest achievements from the hub's first year has been building a highly engaged team while establishing a new operation, leadership group and ways of working from the ground up.

“The ability to maintain such a high level of engagement in our team while establishing stability at a new site is a personal highlight for me,” he said.

“Keeping people feeling empowered, engaged and happy to come to work is massive. Combined with the development of a new leadership team and new ways of working, the energy and culture that has been created at this site is something pretty special.”

Beyond the workplace, the team has focused on becoming part of the local community. Partnerships with the North Queensland Cowboys, collaboration with TAFE Queensland and participation in community initiatives such as Spirit to Cure have helped strengthen Suncorp's presence in Townsville. In 2025 and 2026, team members collectively raised more than $28,000 for cancer research through Spirit to Cure events.

What is it like to work at the Townsville regional hub?

The Townsville Regional Hub has provided lots of opportunities for employees to collaborate and develop their careers.

“Everyone is willing to help each other out and support each other in ways I haven't seen in other workplaces. It was a breath of fresh air when I joined Suncorp,” Kenny said.

Marianne has been particularly impressed when she encounters a challenge, because there's always someone willing to guide her or point her in the right direction.

“Suncorp is a company that genuinely cares about both its customers and employees. There are great opportunities for career development, recognition for hard work, and leaders who truly support your growth. Combined with the positive culture and supportive teams, it's a fantastic place to build a career,” Marianne said.

How is the Townsville hub creating opportunities in North Queensland?

Suncorp’s Townsville Regional Hub was established in mid-2025 and has created more than 120 new jobs in the region. New recruits are put through multi-week training programs in cohorts, conducted by on-site facilitators through in-person training.

What comes next for the Townsville team?

Looking ahead, Suncorp is committed to continuing to strengthen its presence in Townsville.

“We've built something really special here in our first year," Mark said. "Now the opportunity is to deepen our connections in the community, continue developing local talent and ensure every customer interaction reflects the passion and commitment our team brings every day.”

Explore career opportunities at Suncorp.