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Multinational Client Centre Hub Manager

Multinational Client Centre Hub Manager

Posted 7 December 2023 by eFinancialCareers
Primary Details
Time Type: Full time

Worker Type: Employee

Multinational Client Centre Hub Manager

(Chelmsford Office/Home)

What if we could each play a key role in driving our success?

We're an International Organisation that is not too big or too small, which means we are large enough to have a positive impact on our customers and local communities, but small enough to be able to give you the platform you need to make an impact.

We have an exciting role to manage our Multinational Client Centre (MCC) Hubb where you will be responsible and accountable for the Multinational Client Centre (MCC) delivering service excellence to Clients, Brokers and Underwriters on Multinational Programmes produced by QBE. Working closely with the Global Manager of Multinational Services Operations you will have direct management of a collaborative, experienced leadership team and wider responsibility for the department.

Your Role:
  • Lead a strong team made up of Multinational Client Managers/Senior Case Handlers / Case Handlers to ensure delivery of Multinational services consisting of co-ordination of local policy quotations, local policy issuance, premium collection, providing technical guidance to the organisation around the Multinational process, coordinating local Underwriting input from network offices while managing end to end service delivery.
  • Build strong working relationships with the Multinational Central Management Team (including the Global Network Team), Underwriting, Brokers, Clients and all business functions and support areas that impact the delivery of Multinational programmes, to ensure clients receive a seamless QBE experience.
  • Maintain and enhance the end-to-end MCC Process, Control Framework, tools & templates to ensure practices are clearly understood and applied within the MCC, Underwriting and all Underwriting support areas.
  • Ensure that services are provided on a fully compliant basis to meet local regulatory and tax standards.
  • Manage, monitor, and measure Multinational service delivery and performance to the agreed service standards, timescales, quality and budget addressing any areas of risk and short fall where appropriate.
  • Representation and contribution to Multinational business plans and results for QBE European Operations
  • Anticipate and pro-actively manage resolution of issues, acting as an escalation point for problems, issues and complaints ensuring these are resolved and lessons learned are carried forward.
  • Manage, resource, motivate, train, develop and focus the functional management and team to ensure the required standards of performance and support the continuing personal and professional development of all team members.
  • Proactively identify continuous process improvement opportunities and oversee the implementation of identified opportunities.
  • Responsible for ensuring that the necessary resources are in place to support business growth through capacity and workflow management.
  • Oversee delivery of training and knowledge transfer, within the team and to other QBE functions involved with the delivery of Multinational programmes.
About You:
  • Multinational background in an underwriting environment with a clear operational and service background
  • Experience of operating at senior level with strong facilitation and leadership skills
  • Experienced of working in challenging customer service environments, managing complex business and change initiatives whilst working in a global business with diverse cultural demands
  • Highly effective communication both verbal and written with the ability to build and maintain productive internal and external relationships
  • Ability to present to Executives and engage effectively with senior stakeholders, both internally and externally
  • Good negotiation skills with excellent attention to detail
  • Experience of managing teams to tight service levels in complex environment
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 . We are striving to create a workplace culture where all our people feel included, and we are committed to building a diverse workforce that is reflective of the communities we operate in.

We know that diversity of thought, background and experience enables better decision making, improves the quality of our delivery and helps us to meet the needs of our customers."

ESG & Sustainability

At QBE, we believe that integrating sustainability into our business helps us deli

Reference: 51729422

Please note does not communicate with candidates via Whatsapp, and we will never ask you to provide your bank, passport or driving licence details during the application process. To stay safe in your job search and flexible work, we recommend visiting JobsAware, a non-profit, joint industry and law enforcement organisation working to combat labour market abuse. Visit the JobsAware website for information and free expert advice for safer work.

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