Performance Service Manager

Primary Details

Time Type: Full time

Worker Type: Employee

This role will manage a team of Skills Development Leads and Data resources to manage a program of work designed to improve and embed quality case management processes across our Nominal Insurer Claims business. Their focus is to support the uplift of capability, quality and performance across our claims teams using data to safeguard future and emerging risks to performance.

Service Manager - Performance
- Insurance and retail discounts from Day 1
- Hybrid role - 2 days in office, 3 WFH
- 18-week equal gender parental leave (with super)

The opportunity

Build, monitor and maintain performance across our Nominal Insurance business while managing a team focused on developing and delivering strategies concerned with claims performance uplift.

Your new role

As our Service Manager - Performance, your main priority will be the uplift of performance for our workers compensation claims staff. With the customer at the heart of everything you do, your day to day will see you lead a team of performance minded colleagues as well as developing strategies across the Nominal Insurance business units alongside management and stakeholders. Your role will include:

- Develop, build, and maintain performance-based strategies with a focus on agility and continuous improvement.
- Manage a team of skills development leads and data officers as they conduct their work.
- Monitor performance-based activities including training, reporting, QA, and strategy development.
- Collaborate with management and stakeholders to ensure performance uplift activities are successful and sustainable.
- Develop relationships internally and externally with a focus on two-way feedback.

About you

As an experienced people leader with a background in workers compensation, you have a passion for performance. Previously you’ve led and delivered strategies/projects based on performance and understand the nuances of creating a successful continuous improvement program. More specifically, you will be able to bring into the role:

- Experience as a people manager in workers compensation.
- Experience in developing performance-based strategies with an agile lens.
- Experience using data and reporting to develop strategies and plans within a program of work.
- Ability to identify performance gaps to build uplift strategies.
- Experience developing and presenting continuous improvement strategies and feedback to stakeholders.

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

QBE recognise the value of diverse perspectives an