Manager, Customer Programs

Primary Details

Time Type: Full time

Worker Type: Employee

To identify, scope and manage customer solutions for employers and brokers including developing and driving initiatives to enable an improved customer experience. To influence and collaborate with customers, partners and leaders in adopting a culture of improving customer experience by supporting employers in preventing and reducing the complexity of risk and injury in the workplace.
- Manager, Customer Programs and Innovation
- 12-month opportunity
- Hybrid role - Newcastle or Parramatta
- The opportunity
- This role will influence and collaborate with customers, partners, and leaders across the business in adopting a culture of improving customer outcomes by supporting employers in preventing and reducing the complexity of injury in the workplace.
- Your new role
- We have an exciting opportunity for a Manager of Customer Programs and Innovation to lead the Managed Fund Claims Customer Solution stream. In this role you will be responsible for developing a suite of innovative customer solutions and strategic programs that deliver on improved outcomes for injured people, Employers and the business. This will include working collaboratively to identify, scope, develop and drive key initiatives and programs of work to enable an improved customer experience.
- Your duties will include:

- Collaborate with business development and marketing teams to promote QBE Insurance solutions, solidifying industry leadership.
- Lead Risk and Innovation Specialists in managing Managed Fund Claims initiatives for customers.
- Monitor project milestones and working schedules, develop and oversee financial budgets; ROI assessments, and adoption metrics for program projects.
- Proactively seek innovative solutions to enhance injured worker outcomes and work closely with customers to understand project requirements.
- Build strong partnerships with customers, intermediaries, and partners, including external service providers.
- Collaborate with business development and marketing teams to promote QBE Insurance solutions, solidifying industry leadership.
- About you
- Experience in a Project Management/Consulting environment
- Workers Compensation experience preferred but not essential
- Ability to conduct data analysis and provide suggestions for continuous improvement
- Relationship management/account management with both internal and external stakeholders
- Strong presentation skills and comfortable representing QBE in external environments
- About QBE
- We can never really predict what’s around the corner, but at QBE we’re asking the right questions to enable a more resilient future - helping those around us build strength and embrace change to their advantage.
- We’re an international insurer that’s building momentum towards realising our vision of becoming the most consistent and innovative risk partner.
- And our people will be at the centre of our success. We’re proud to work together, and encourage each other enable resilience for our customers, our environment, our economies and our communities.
- With more than more than 13,000 people working across 27 countries, we’re big enough to make a real impact, but small enough to provide a friendly workplace, where people are down-to-earth, passionate and kind.
- We believe this is our moment - what if it was yours too?
- Your career at QBE — let’s make it happen
- Benefits
- We offer a range of benefits to help provide holistic support for your work life, whatever your circumstances. As a QBE employee you will have access to and benefit from:

- ‘Hybrid Working’ - a mix of working from home and in the office to enhance your work/life balance
- Our ‘Thriving at our Best’ wellbeing program, including free holistic wellbeing coaching, nutritional, confidential counselling, financial and legal advice
- 18 weeks’ gender-equal flexible leave for all new parents, including paid super
- The ability to maximise retirement savings through voluntary super contributions and company matching
- Income protection insurance & reimbursed Death and Total Permanent Disability insurance premiums
- Discounts on insurance products, car hire, hotels, goods and services including benefits through our various sports and arts sponsorship partners

Rewards & Recognition
- We value our employee’s experience with us and are proud to have been recognised for the following awards:

- 2021 LinkedIn Top Employer & HRD Employer of Choice
- 2020 Best Workplace Diversity & Inclusion and Excellence Award for Best Health & Wellbeing at the Australian HR Awards
- Gold Employer status for 4 years in a row 2019 - 2022 Australian Workplace Equality Index (AWEI) - the definitive national benchmark on LGBTQI+ workplace inclusion
- Ranked 6th place in the AAGE Top Graduate Employers 2021 as voted by graduates
- Top 20 Workplaces for Dads in 2019 and 2020 (HBF Direct Advice for Dads)
- Family First accredited employer since 2021
- Q