• Provide recommendations on business improvement plans/strategies
• May lead or assist in projects related to business improvement
• Ensure compliance with QBE policies, procedures and relevant legislations
• Maintain product, system and process knowledge
• Attend relevant process and other relevant trainings (e.g. Leadership Trainings)
• Contribute to the refinement of processes and procedures to improve systems and procedures
• Establish and maintain a good working relationship with stakeholders
• Resolve escalated complaints in a timely fashion
• Work with stakeholders to maximize opportunities, and achieve operations and service targets
• Identify opportunities to increase turn around time and increase customer retention
• Attend management meetings as directed by the management
• Delegate workloads if necessary
• Prepare reports on performance metrices, etc.
• Prepare presentation decks and facilitate meetings, if needed
  
  
  
  

• Bachelor's Degree or equivalent combination of education and work experience
  
  
  
  

• 1 year relevant experience
  
  
  
  

• Proficiency in MS tools
• Customer service skills
• Excellent verbal and written communication skills (English)
• Leadership and people management skills
• Well developed inter-personal skills
• Problem solving and decision making capability
• Effective analytical, planning and time management skills
• Workforce management skills
• Presentation skills
• Attention to detail
  
  
  
  

• People Management experience who have at least handled 10-15 FTE
• Preferably with insurance experience
  
  
  
  

• Broad knowledge of customer service
• Basic knowledge of the insurance business
• Knowledge with Specialty processes
  
  
  
  

• Everything we do at QBE is underpinned by our DNA (which interlinks seven cultural elements) – because we know it's not just what we do that matters, it's how we do it that makes the difference. We expect all employees to role model and inspire the right behaviours that link to our cultural elements:
• We are customer-focused
• We are technical experts
• We are inclusive
• We are fast-paced
• We are courageous
• We are accountable
• We are a team
• All employees are expected to adhere to QBE’s Code of Ethics and Conduct and apply sound risk management practices
  
  
  
  

• To successfully perform this job, the individual must be able to perform each essential job responsibility satisfactorily. Reasonable accommodations may be made to enable an individual with disabilities to perform the essential job responsibilities.
  
  
  
  

• Manager
  
  
  
  

• The duties listed in this job description do not limit the assignment of work. They are not to be construed as a complete list of the duties normally to be performed in the position or those occasionally assigned outside an employee’s normal duties. Our Group Code of Ethics and Conduct addresses the responsibilities we all have at QBE to our company, to each other and to our customers, suppliers, communities and governments. It provides clear guidance to help us to make good judgement calls.
  
  
  
  

Please refer to job description.