Insurance Service Practice Manager

Primary Details
Time Type: Full time

Worker Type: Employee

- Lead and deliver projects that drive process excellence, performance improvement, and positive customer experience within insurance services.
- Collaborate with operations and support teams to provide actionable insights and analysis, enhancing the quality and efficiency of our insurance services.
- Identify, analyze, and resolve systemic or recurring quality issues in partnership with business owners and operations towers.
- Establish and uphold best practice standards across insurance services, including Underwriting Support, Claims, Policy Servicing, and Renewals.
- Deliver strategic, value-adding initiatives that strengthen our domain expertise and reputation in insurance services.
- Oversee delivery of results with a strong focus on compliance, risk management, and divisional regulatory controls, while aligning with customer satisfaction metrics and quality assurance standards.

Primary Responsibilities

• Initiate new ideas and concepts to support the development and delivery of the business plan for the GSSC or a specific division

• Develop programs that improve the level of performance, in coordination with the Operations and Support teams (ie QA, WFM, Risk, etc)

• Translate business strategy into operational objectives for specific lines of business

• Partner and collaborate with business owners in planning and execution of domain excellence and standardization strategy

• Manage program of work for the GSSC Insurance Service Practice team.

• Reinforce effective risk management, while identifying opportunities for process excellence and standardization that will ensure resilient operations.

• Coordinate the strategy in line with the GSSC organization aspirations.

• Maintain close links with all internal and external stakeholders, producing ideas on effective knowledge sharing and assisting with the evaluation of identified legislative and market developments when required.

• Positively promote the department, division and company as a whole, in order to maximize brand leverage

Required Education

• Bachelor's Degree or equivalent combination of education and work experience

Required Experience

• 7 years relevant experience

Preferred Competencies/Skills

• Effective stakeholder management

• Negotiation & Influencing skills

• Positive leadership by example

• Excellent project management skills

• Excellent interpersonal skills, to appropriately represent QBE internally and externally at a senior level

• Ability to persuade and motivate third parties and potential stakeholders

• Ability to research market information and develop risk management documents/ models

• Strong data analysis skills and use for decision making

• Strong attention to detail

• Ability to work in a fast-paced environment and remain calm under pressure

• Passionate about quality

Preferred Experience

• Understanding of general insurance business and processes, operations management, quality assurance, etc.

• Ability to establish robust performance measurement structure.

• Highly developed critical thinking and analytical skills

• Demonstrated leadership and vision in managing staff groups and major projects or initiatives.

• Excellent interpersonal skills and a collaborative management style

• Adequate project management and risk controls knowledge and understanding

• Significant working knowledge of relevant standards and regulatory and statutory requirements applicable to the business area

QBE Cultural DNA

• Everything we do at QBE is underpinned by our DNA (which interlinks seven cultural elements) - because we know it's not just what we do that matters, it's how we do it that makes the difference. We expect all employees to role model and inspire the right behaviours that link to our cultural elements:

• We are customer-focused

• We are technical experts

• We are inclusive

• We are fast-paced

• We are courageous

• We are accountable

• We are a team

• All employees are expected to adhere to QBE's Code of Ethics and Conduct and apply sound risk management practices

US Only - Disclaimer

• To successfully perform this job, the individual must be able to perform each essential job responsibility satisfactorily. Reasonable accommodations may be made to enable an individual with disabilities to perform the essential job responsibilities.

Global Disclaimer

• The duties listed in this job description do not limit the assignment of work. They are not to be construed as a complete list of the duties normally to be performed in the position or those occasionally assigned outside an employee's normal duties. Our Group Code of Ethics and Conduct addresses the responsibilities we all have at QBE to our company, to each other and to our customers, suppliers, communities and governments. It provides clear guidance to help us to make good judgement calls.

Skills:
Business Case Development, Communication, Critical Thinking, Customer Insights, Intentional collaboration, Managing performance, Problem Solving, Research Analysis, Risk Management, Sound Judgment, Stakeholder Management, Strategic Business Development, Strategic Management, Strategic Planning, Waterfall Model

How to Apply:

To submit your application, click "Apply" and follow the step by step process.

Equal Employment Opportunity:

QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates.

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