Service Manager

Qbe Insurance; Sydney; Hybrid; AUD 140,000 - 180,000; Full time

Benefits offered by this job

Hybrid Working

Wellbeing coaching and counselling

Flexible leave for new parents

Job summary

QBE Insurance in NSW seeks an experienced Service Manager to lead a workers compensation portfolio within the NSW Nominal Insurer scheme. You will oversee delivery of workers compensation services for customer of choice employers while supporting positive outcomes for customers, stakeholders and the business.

Based in Parramatta, this hybrid role offers flexible working, a leadership path and meaningful impact for injured workers and employers alike.

Qualifications

• Experience leading Workers Compensation claims teams.
• Strong understanding of NSW Workers Compensation scheme and client needs.
• Excellent presentation and communication skills for senior stakeholders.
• Relationship-focused leadership with transparency and trust.
• Experience coaching Case Managers to deliver high-quality service outcomes.

Responsibilities

• Lead, coach and develop a team delivering high-quality workers compensation services to NSW Nominal Insurer clients.
• Build trusted relationships with employers, brokers and intermediaries to understand business needs and risk profiles.
• Communicate complex claims strategies and performance insights in meetings and forums.
• Drive portfolio performance across outcomes, costs, compliance and service quality.
• Provide leadership on complex, high-value claims including strategy, estimates and delegated authorities.
• Partner with internal stakeholders to deliver seamless service outcomes and foster continuous improvement.

Skills

Workers Compensation

Team Leadership

Stakeholder Communication

Claims Strategy

Commercial Awareness

Job description

Time Type: Full timeWorker Type: Employee

• Permanent role, full-time hours
• Lead a 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

• Parramatta, NSW
• Permanent role, full-time hours
• Lead a 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 commercial portfolio, you'll oversee the delivery of workers compensation services for customer of choice 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 customer of choice 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
• A strong understanding of the NSW Workers Compensation scheme and the needs of customer of choice employers
• 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

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

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: 19/11/2026 11:59 PM

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