Manager, Customer Programs

Primary Details

Time Type: Full time

Worker Type: Employee
- Location: Sydney, Parramatta or Newcastle
- Type: Permanent, full time

Your part in a changing world

At QBE, our purpose is to enable a more resilient future.

We're an international insurer and reinsurer with a local presence in 27 countries.

Leveraging our deep expertise and insights, QBE offers commercial, personal and specialty products and risk management solutions to help people and businesses manage risks, build strength and embrace change to their advantage. We've been cultivating resilience since 1886, when our founders started a marine insurance company in Townsville, Australia to give early pioneers a safeguard against uncertainty. Today, we employ more than 11,600 people around the world, and our product portfolio includes property, motor, crop, energy, marine and aviation insurance.

The role

We have an exciting opportunity for a Manager of Customer Programs to lead the Managed Fund Claims Customer Solution stream. In this role you will be accountable for the Managed Fund Claims Customer Strategy in identifying, scoping, and managing customer solutions for injured people, employers and intermediaries including developing and driving initiatives to enable an improved customer experience. This role will influence and collaborate with customers, partners, and leaders across the business in adopting a culture of improving customer outcomes by supporting employers in preventing and reducing the complexity of injury in the workplace.

How will I help?

You will be part of the Customer and Partnership Team within Managed Fund Claims, responsible for supporting QBE teams to deliver positive customer experiences and solutions for internal and external customers to support the prevention and recovery of a person injured in the workplace.

A day in the role may look a bit like this:

- Identify, scope and manage the resolution of customer experience pain points including developing and driving initiatives to enable improved customer outcomes in preventing and managing injuries in the workplace
- Lead a team of Risk and Innovation Specialists to project manage initiatives for customers across Managed Fund Claims
- Create and oversee the financial budgets for projects in the program including detailed working schedules, ROI's, operating cost models, adoption metric
- Monitor project milestones and phases to ensure work progress is on schedule
- Work closely with customers to understand project requirements and issues for successfully implementing business projects
- Oversee cross-functional projects/programs and exhibiting an understanding of critical cross module integration points
- Communicate project direction, approach, priorities, events and status to all project resources, business sponsors, senior leaders and customers
- Work with the QBE Partnership and Key Accounts team on new contracts, contract renewals and extensions
- Act as brand ambassador and SME for QBE when participating in new customer growth opportunities
- Build and maintain a strong working partnership with customers, intermediaries and partners
- Build relationships with external service providers to ensure we are up to date with best practice process and create opportunities to partner
- Demonstrate teamwork and collaboration to solve operational and service issues, and demonstrate positive interactions with internal stakeholders and external customers

What do I need?
- 5 years relevant experience in a customer-oriented role

Preferred Competencies/Skills
- Excellent written and verbal communication, presentation and influencing skills
- Creative problem solving
- Analytical and problem-solving skills
- Understand the needs and goals of a customer and actively look for ways to meet them
- Effectively present information utilising presentation resources to influence organisational leaders and key stakeholders
- Creativity and alternative, open thinking to generate and support new or better ways of doing things
- Collaborate with people at different levels within the organisation to accomplish a common goal
- Clearly and confidently convey information to a wide audience

Preferred Knowledge
- Detailed knowledge of workers compensation legislation
- Ability to conduct data analysis and provide suggestions for continuous improvement
- Ability to work with customers both internal and external

We are here to support you

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
- 12 weeks' gender-equal flexible leave for all new parents, including paid super
- The ability to maximise retire