Service Excellence Manager Europe

Primary Details

Service Excellence Manager

The opportunity:

We have a great opportunity for a Service Excellence Manager to join our European Market Claims function. Managing change, implementing new processes and technology you will consistently challenge the Claims operation across all relevant lines of business to improve its technical capability, operational efficiency and customer service.

With hybrid office working and excellent benefits, you will be working in a supportive and inclusive environment. We’re the down-to-earth, international insurer that is neither too big nor small, so you can make a real impact!

Your new role:

• Develop the claims strategy in collaboration with the Head of Core/Complex Claims
• Work closely with the Performance Management function to drive the implementation and communication of a Claims strategy to support delivery of overall business targets
• Drive the development and implementation of best practice processes, procedures and strategies for the Claims function to support delivery of business targets
• Contribute to the development and delivery of a strategic approach to ensure key customers are identified and retained within the business to optimize profitability
• Use planned business levels and knowledge of the Claims environment to forecast Claims activity and support decision making
• Lead the development of a strong entrepreneurial Claims Culture across all Claims teams
• Contribute to and implement strategic programmes of business improvement which lead to long term efficiencies whilst managing continuity of service through transition
• Monitor and manage Claims service performance to ensure control of and reliable prediction of Claims cost and frequency
• Develop and implement processes to ensure that the Claims function is aligned to the needs of the class of business, and work closely with underwriters and other business functions
• Maintain Claims Quality Assurance System to ensure effective control and delivery of robust Claims processes
• Identify areas of improvement with existing processes, procedures and ways of working, working closely with Performance Management to deliver and embed any changes
• Work with the Claims team to build and maintain relationships which support the acquisition and retention of profitable business
• Work with key stakeholders/business managers to develop sustainable Claims products and services to attract and retain customers and increase profitability
• Monitor and enforce the QBE European Operations Reserving Philosophy and Claims Handling Philosophy to deliver Claims Excellence within QBE European Operations
• Effectively use data and metrics to enable effective challenge of existing ways of working and development of best practice processes
• Identify and evaluate potential improvements to maximize the use of technology
• Lead and influence various teams in a matrix environment to continuously improve the overall output and quality of the service provided by Claims teams
• Work with Claims Managers to develop the Claims teams and ensure the required standards of performance are achieved
• Support the continuing personal and professional development of all team members and coach individuals to achieve success
• Ensure the Claims/Underwriting team have sufficient knowledge or access to information to enable them to perform their role
• Empower staff so that the performance of both the individual and the team continuously improves

About you:

• Broad experience of working in commercial insurance Claims
• Good leadership skills with experience of managing Claims teams across multiple locations
• Experience of successfully supporting technical and operational strategy
• Experience of working as part of a senior team within a multi-national insurance environment
• Experience of working with external clients
• Able to use office applications, Word, Excel, Access, PowerPoint
• Able to communicate effectively orally and in writing
• Able to produce detailed reports at various levels
• Project & Change Management experience
• Resource and budget management
• Able to influence across all levels

Why QBE? At My Best

At QBE, we want our people to feel rewarded and inspired to perform at their best, that’s why we have created “At My Best”. It’s our connection, our way of showing we have your back. We understand that one size doesn’t fit all and that priorities can change depending on your life stage. That is why our blend of wellbeing initiatives and benefits offer flexibility to suit what matters most to you. It’s in the culture of our business, our QBE DNA, to support our people. Everything we do is underpinned by our QBE DNA - because we know it’s not just what we do that matters, it’s how we do it that makes the difference.  In addition to this, we also offer flexible parental leave for both parents and have several employee network groups that support and empower our diverse workforce.

At QBE, we view our people as our most precious asset. We understand the importance of fostering a work environment that is responsive to the changing needs of today's workforce. QBE aims to build a workplace that is fair and inclusive because we want to attract and retain the best people to do the job, we have adopted flexible working across the company and welcome this conversation (https://careers/flex-qbe/).

Some of the award’s QBE are proud to have won, been a finalist for, and shortlisted for include; 

5-star Diversity, Equity and inclusion (DEI) awards, 2023 Winner - Insurance Business Canada

Employer of the Year 2022 Winner – Insurance Insider

British Claims Awards 2022 Winner - InsurTech Award 

Insurance Times Claims Excellence Awards 2022 Winner - Claims Product Solution of the Year 

Working Families Best Practice Awards 2021 Finalist for: Best COVID-19 Response