Manager, Customer Programs - Parramatta, Australia - QBE

QBE

Verified Company

Parramatta, Australia

2 weeks ago

Posted by:

Olivia Brown

beBee Recruiter

Description

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 crossfunctional 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 customeroriented role

Preferred Competencies/Skills

Excellent written and verbal communication, presentation and influencing skills
Creative problem solving
Analytical and problemsolving 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' genderequal flexible leave for all new parents, including paid super
The ability to maximise retire