Gm Customer Delivery

Primary Details

Time Type: Full time

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

The opportunity

The General Manager, Customer Growth & Delivery is a pivotal senior leadership role within QBE’s Consumer business, uniquely positioned at the intersection of customer strategy and people leadership. This role is instrumental in embedding QBE’s Customer Value Proposition (CVP) across all Consumer-owned channels (excluding LMI), ensuring that every employee can clearly see how their work contributes to delivering meaningful customer outcomes.

Your new role

Reporting directly to the Managing Director, Consumer, the GM is responsible for translating customer and distribution strategies into actionable channel plans that drive sustainable growth. This includes leading the operational delivery of the CVP, overseeing the performance of key functions such as sales and service capability, policy services, and partner relationship management.

Beyond internal leadership, the GM plays a critical external-facing role—managing strategic partnerships and commercial relationships to unlock growth opportunities and streamline business development. This includes negotiating major deals, driving innovation through partner collaboration, and ensuring QBE’s service delivery aligns with both regulatory expectations and customer needs.

Key accountabilities include:
- Lead the development and implementation of Direct channel strategies that align with broader business objectives, ensuring delivery of revenue targets across both new business acquisition and customer retention.- Shape and drive the sales strategy and planning for the function, fostering a high-performance culture focused on customer outcomes and commercial success.- Uphold compliance with all relevant industry and regulatory standards, ensuring every transaction meets QBE’s governance and ethical expectations.- Champion continuous improvement initiatives that enhance the customer sales experience, embedding feedback loops and innovation into daily operations.- Embed the Consumer Customer Value Proposition (CVP) across the function, helping every team member draw a clear line of sight between their role and its impact on the customer.- Optimise resource allocation through effective workforce planning, balancing customer demand with internal communications, product training, and team development.- Lead by example—be visible, accessible, and authentic. Demonstrate QBE’s values in action and foster a culture of trust and accountability.- Support on-the-job training and development for both frontline managers and the broader leadership team, ensuring capability uplift across all levels.- Design and implement personalised development plans for direct reports and managers once removed (MOR), cultivating a strong leadership pipeline and succession readiness.

About you

You will be able to demonstrate an ethos of customer centricity in your work, along with the skills to interpret customer insights and put improvement plans together and execute.

Other ideal attributes:
- Proven senior leadership experience, ideally within the Financial Services industry, with a strong track record of delivering go-to-market and channel strategies that drive sustainable growth.- Demonstrated success in Contact Centre Management and Direct channel operations, with the ability to enhance customer experience and embed customer-centric strategies across teams.- A passionate leader who leads by example, with strong coaching skills and a commitment to developing internal capability through structured training, mentoring, and personal development planning.- Deep business acumen paired with strong analytical and research capabilities, enabling data-driven decision-making and effective performance management.- Exceptional stakeholder management and negotiation skills, with the ability to lead through change while aligning closely with QBE’s core DNA and values.

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