Gm Customer Relations

Primary Details

Time Type: Full time

Worker Type: Employee- Location: Sydney- Type: Fulltime, Permanent- Hybrid role, Happy to talk flexible working

The opportunity

As General Manager, Customer Relations you will lead a pivotal function at QBE dedicated to ensuring customer concerns are resolved with fairness, efficiency, and care. While our ambition is to minimise dissatisfaction, we recognise that when issues do arise they must be handled with professionalism and urgency —delivering outcomes that reflect our commitment to customer advocacy and excellence.

Your new role

Reporting to QBE's Chief Enterprise Operations Officer, in this role you will oversee the Customer Relations function across General Insurance and CTP NSW, ensuring robust internal and external complaint management processes. You will be accountable for maintaining strong relationships with key external stakeholders and regulators, ensuring QBE meets all compliance and regulatory obligations.

You will champion the voice of the customer across the organisation, delivering insights that drive continuous improvement and enhance the overall customer experience. Additionally, you will be responsible for delegating complaint handling authority to external partners where appropriate, and monitoring their performance to ensure consistent, high-quality outcomes.

Key accountabilities include:
- Build and lead a customer-centric culture, driving strategic planning, continuous improvement, and regulatory responsiveness across the Customer Relations function.- Ensure compliance with internal and external dispute resolution processes, regulatory requirements, and fair outcomes for customers.- Maintain effective risk management practices and share insights to minimise conduct risk and elevate the customer experience.-
- Oversee governance frameworks and ensure compliance with all relevant laws, regulations, and frameworks.- Oversee technical performance, ensuring the team’s capability to manage complex complaints and regulatory requirements, and contribute to industry developments.- Provide strong leadership and people management, fostering a high-performance culture, supporting team wellbeing, and ensuring the function is resourced to deliver strategic outcomes.

About you

This is an opportunity for an experienced senior leader within insurance and/or financial services, with a track record in leading large customer-facing teams, driving transformation, and improving customer and complaints processes.

Other ideal attributes:
- Demonstrated expertise in leading high-performing teams and managing change effectively, ideally in relation to insurance operations.- Ability to develop and execute strategic plans, with sound commercial judgement and a focus on delivering business outcomes.- Advanced interpersonal and negotiation skills, with a proven ability to manage complex stakeholder relationships and communicate clearly and confidently at all levels.- Skilled in defining end-to-end processes, identifying best practices, and implementing improvements that enhance efficiency, compliance, and customer experience.- Exceptional analytical thinking and critical problem-solving abilities, combined with the capacity to perform under pressure in dynamic operational environments.- Knowledge/experience of effectively managing customer complaints and elevating the customer experience within general insurance will be highly regarded.

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.

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- Life Leave, supporting the life events we all experience, leaving your annual leave for rest- Free holistic wellbeing coaching, nutritional, confidential counselling, financial and legal advice- 18 weeks’ gender-equal flexible leave for all new parents, including paid super- Voluntary super contributions and company matching- Income protection insurance & reimbursed Death and Total Permanent D