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.
• Represent QBE at senior levels with external stakeholders and regulators, while guiding internal teams with subject matter expertise and commercial pragmatism.
• 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 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:

• 2025 Winner of Excellence in Diversity, Equity & Inclusion Award at the Insurance Business Australia Awards for our program
• 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

APPLY NOW and let's make it happen
Click APPLY to submit your application. Successful applicants will need to complete work rights, police and credit checks through our online provider as a condition of employment.

QBE recognises the value of diverse perspectives and experience. We are committed to an inclusive workplace where everyone feels valued and respected for who they are. If we can provide support with access requirements, alternative work arrangements or you would like to connect with one of our networks please contact us at

Skills:
Coaching for success, Complaint Management, Critical Thinking, Customer Value Management, Influencing, Insurance, Intentional collaboration, Managing performance, Navigating ambiguity, Process Improvements, Risk Management, Stakeholder Management, Strategic Management, Team Management

Application Close Date: 07/09/2025 11:59 PM

How to Apply:

To submit your application, click "Apply" and follow the step by step process.

Equal Employment Opportunity:

QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates.