Service Manager

Primary Details

Time Type: Full time

Worker Type: Employee- Location: Melbourne- Permanent, full-time role- Hybrid role

The opportunity

This is an exciting next step for someone who thrives on technical challenge, wants to break into or grow within the insurance industry, and enjoys leading from the front. This leadership role is accountable for the daily operations of the Trade Credit & Surety claims team, offering guidance to the team on claims management, policy adherence, and maintaining high-quality standards. Managing a team of 10 claims assessors, credit risk managers and debt recovery specialists, the leader will be managing for performance, coaching and mentoring, and providing technical guidance on complex and high-value claims to ensure effective team performance.

Your new role- Initiate new ideas and concepts to support business plan development.- Supervise the management and settlement of all claims with the team by overseeing portfolio workflows, ensuring timely, accurate processing of claims and maintaining service excellence across the team.- Drive operational improvements by identifying process gaps and implementing changes to enhance efficiency and reduce risk.- Coach and support a team of 10 claims assessors, credit risk managers and debt recovery specialists, setting clear expectations and leading with a “player-coach” mindset.- Collaborate cross-functionally with underwriting, risk, and finance teams to align strategy and support business objectives.- Promote innovation by challenging the status quo, embracing technology, and contributing to a more modern, agile claims function.- Support succession planning and capability growth, mentoring junior team members and helping build future leadership within the function.

About you

We’re looking for someone who’s not only confident in their technical abilities but who brings maturity, sound judgment, and a collaborative approach to leadership.

To succeed in this role, you’ll likely bring:
- Significant experience in the insurance industry with general insurance knowledge, project and/or process management experience.- Relevant working experience in a supervisory role, leading teams and proven capability to perform job requirements.- Experience in the Trade Credit and Surety class of insurance would be advantageous.- Experience in a specialist class of insurance would be advantageous.- Customer service and end-to-end interaction management experience.- Strong experience in credit risk, debt recovery, insolvency, or banking services- Excellent stakeholder management and communication skills- Resilient, adaptable and courageous leadership approach.- Open minded approach to performance coaching and continuous improvement.

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 11,000 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?

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- 18 weeks’ gender-equal flexible leave for all new parents, including paid supe- Income protection insurance & reimbursed Death and Total Permanent Disability insurance premiums- A range of discounts on insurance products, car hire, hotels, goods and services

Rewards & Recognition

We value our employee’s experience with us and are proud to have been recognised for the following awards:- 2023 Most Inclusive Workplace at the Australian HR Institute (AHRI) 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- Platinum employer on the Australian Workplace Equality Index (AWEI) - the definitive national benchmark on LGBTQI+ workplace inclusion- Ranked in the top ten in the AAGE Top Graduate Employers 2025 for medium sized program as voted by graduates- Family Friendly Workplace accredited employer since 2021

QBE recognise the value of diverse perspectives and experience. We are committed to an inclusive wor