Head of Etrade Operations

Primary Details

Head of E-Trade Operations

The Opportunity:

We have a great opportunity for you to join our Operations team at QBE! The Head of E-Trade Operations will be responsible for overseeing the end-to-end SME Operations proposition and managing the E-Trade platform. This role plays a critical part in ensuring that all services provided are appropriate, effective, and aligned with stakeholder expectations. The successful candidate will lead a diverse team and work closely with internal and external stakeholders to drive operational excellence and enhance the overall customer experience.

With hybrid office working and excellent benefits including 30 days holiday, 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:

Strategy and Planning

• Work with Underwriting Leaders to define the strategic vision for SME to achieve growth and profitability objectives.
• Implement a customer centred SME operating model in which strategic priorities are informed by customer and market insights, supported by data driven decision making.
• Develop and maintain relationships with key internal stakeholders to facilitate efficient operational workflow and seamless end to end service proposition.
• Lead, champion, and act as sponsor for business transformation and strategic initiatives across SME Operations, supporting the achievement of business goals.

Policy and Process and Tools

• Drive the identification, measurement, and effective management of SME performance through appropriate reporting, analysis and data driven decision making.
• Measure business operational performance to identify opportunities and risks with effective responses initiated.
• Accountable for compliance of all legal and regulatory requirements. 
• Remain informed on relevant market developments and continually review the service proposition to promote efficiency and best practice as well as identifying opportunities.
• Direct oversight of the etrade platform and teams, to include development, compliance activities, testing, broker activation, error and incident tracking.
• Hold Change, Transformation & It teams accountable for delivery.
• Influence discussions and negotiate with Acturis, and other relevant third parties, with business interests front of mind.

People

• Provide technical direction, leadership and coaching to the SME Operations
• Ensure people, resources and processes are aligned with business needs & are fit for purpose.
• Drive strong people engagement to maximize the attraction and retention of people.
• Build a talent pipeline and visible brand in the Stafford community to support volume hiring.
• Provide local leadership to the Stafford community (including teams outside of SME Operations), as appropriate.
• Working with the Head of Performance, develop “metrics that matter” to understand qualitative and quantitative performance of SME Operations, and build a plan to continually improve.

About you:  

• Proven track record of success in strategy development, project management, and change management within large, complex organizations.
• Extensive experience leading large teams, both direct and virtual, with a focus on fostering collaboration and driving results
• Demonstrated ability to manage budgets effectively and allocate resources strategically to support business objectives
• Experience operating at senior level within the insurance industry with strong leadership skills
• Deep knowledge of QBE and insurance business processes and procedures, with the ability to leverage this expertise to drive operational excellenceGood understanding of compliance and regulatory requirements within the insurance industry
• Excellent communication and interpersonal skills, with the ability to build strong relationships with stakeholders at 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  

Insurance Post British Insurance Awards 2022 Shortlisted for: Best Customer Care, Diversity & Inclusion Initiative of the Year 2022, Specialist Insurer of the Year (for Construction), General Insurer of the Year 

We are proud to have partnerships with organisations such as Stonewall and Working Families, and our commitment to the Women in Finance Charter, the UN Women’s Empowerment Principles and Race at Work charter helps keep us accountable and transparent

Inclusion of Diversity