Service Manager

QBE Insurance Group; Newcastle; Hybrid; AUD 140,000 - 190,000; Full time

Benefits offered by this job

Hybrid Working

Wellbeing coaching

Gender-equal flexible leave

Job summary

QBE Insurance Group is seeking an experienced Service Manager in Newcastle, NSW, to lead a corporate workers compensation portfolio for large employers within the NSW Nominal Insurer scheme. The role focuses on delivering high-quality workers compensation services, building strong relationships with employers and intermediaries, and driving outcomes across claims and costs.

You will lead a team, provide strategic decisions on complex claims, and collaborate with internal stakeholders to ensure

Qualifications

• Proven experience leading Workers Compensation claims teams.
• Strong understanding of the NSW Workers Compensation scheme.
• Highly developed presentation and communication skills.
• Relationship-focused leader who builds trust through expertise and transparency.
• Experience coaching Case Managers to deliver high-quality service outcomes.
• Confident decision maker with strong commercial awareness.

Responsibilities

• Lead, coach and develop a team delivering workers compensation services to large corporate clients in NSW Nominal Insurer scheme.
• Build trusted relationships with employers, brokers and intermediaries.
• Communicate complex claims strategies and performance insights to senior stakeholders.
• Drive portfolio performance across outcomes, costs, compliance and service quality.
• Provide leadership on complex/high-value claims including strategy and delegated authorities.
• Partner with internal teams to deliver seamless service while fostering professionalism and continuous improvement.

Skills

Business Process Improvements

Claims Administration

Claims Settlement

Regulatory Compliance

Risk Management

Team Development

Mentorship

Customer Value Management

Emotional Awareness

Personal Injury Claims

Job description

Time Type: Full timeWorker Type: Employee

Please see more information about QBE careers here

• Newcastle, NSW
• Permanent role, full-time hours
• Lead a corporate workers compensation portfolio and make a meaningful impact for employers and injured workers.
• Hybrid role, Happy to Talk flexible working

Primary Details

Time Type: Full timeWorker Type: Employee

Please see more information about QBE careers here

• Newcastle, NSW
• Permanent role, full-time hours
• Lead a corporate workers compensation portfolio and make a meaningful impact for employers and injured workers.
• Hybrid role, Happy to Talk flexible working

The opportunity

We have an exciting opportunity for an experienced Service Manager to join our NSW Nominal Insurer business. Leading a corporate portfolio, you'll oversee the delivery of workers compensation services for large employers while supporting positive outcomes for customers, stakeholders and the business.

About QBE

At QBE, we get to the heart of what matters for our customers. And we do it all with a human touch.

We’re an international insurer with more than 13,000 people working across 26 countries – which means we’re big enough for your ambitions, yet small enough for you to make a real impact. It’s an exciting time. We’re building momentum towards our vision to become the most consistent and innovative risk partner.

What if you could have a positive impact – at work and in the world? As part of the QBE team, you’ll get to spend every day working with people who are passionate, talented and kind.

Your new role

• Lead, coach and develop a team delivering high-quality workers compensation services to a portfolio of large corporate clients within the NSW Nominal Insurer scheme.
• Build trusted relationships with employers, brokers and intermediaries, developing a strong understanding of their business needs and risk profiles.
• Communicate complex claims strategies, performance insights and legislative considerations with confidence across meetings, presentations and stakeholder forums.
• Drive strong portfolio performance across customer outcomes, claim costs, compliance and service quality.
• Provide leadership and decision-making support on complex and high-value claims, including strategy, estimates and delegated authorities.
• Partner with internal stakeholders to deliver seamless service outcomes while fostering a culture of professionalism, accountability and continuous improvement.

About You

• Proven experience leading Workers Compensation claims teams, ideally within a corporate or large employer portfolio.
• A strong understanding of the NSW Workers Compensation scheme and the needs of large, sophisticated employers and their intermediaries.
• Highly developed presentation and communication skills, with the ability to explain complex claims strategies clearly and credibly to senior stakeholders.
• A relationship‑focused leader who builds trust through expertise, consistency and transparency.
• Demonstrated capability in coaching and developing Case Managers to deliver high‑quality service outcomes.
• Confident decision maker with strong commercial awareness and sound judgment.

Benefits

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
• Free holistic wellbeing coaching, nutritional, confidential counselling, financial and legal advice
• 18 weeks’ gender-equal flexible leave for all new parents, including paid super

To learn more about benefits of working with us, click here .

Rewards & Recognition

We value our employee’s experience with us and are proud to have been recognised for the following awards:

• 2025 Winner of Excellence in Diversity, Equity & Inclusion Award at the Insurance Business Australia Awards for our Respect@QBE program
• 2023 Most Inclusive Workplace at the Australian HR Institute (AHRI) Awards
• Ranked in the top ten in the AAGE Top Graduate Employers 2025 for medium sized program as voted by graduates

To learn more about our achievements, click here .

Skills

Business Process Improvements, Claims Administration, Claims Settlement, Conflict Resolution, Critical Thinking, Customer Value Management, Emotional Awareness, Individual Resilience, Intentional collaboration, Managing performance, Mentorship, Personal Injury Claims, Regulatory Compliance, Risk Management, Team DevelopmentApplication Close Date: 06/11/2026 11:59 PM

QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates.