Service Manager - Workers Compensation

QBE Insurance; Parramatta; Hybrid; AUD 160,000 - 220,000; Full time

Benefits offered by this job

Hybrid Working

Wellbeing coaching

Counselling & financial/legal advice

Gender-equal flexible leave

Job summary

QBE Insurance Group in NSW is seeking a Service Manager to lead the workers compensation portfolio, overseeing delivery of services for customer of choice employers within the NSW Nominal Insurer scheme. This role combines leadership, strategic claims management and stakeholder engagement in a hybrid work environment.

You will coach a team, develop risk-focused strategies, collaborate with brokers and internal partners, and drive outcomes across claims costs, compliance and service quality, with

Qualifications

• Proven experience leading Workers Compensation claims teams.
• 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.
• 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.

Responsibilities

• Lead, coach and develop a team delivering high-quality workers compensation services for NSW Nominal Insurer clients.
• Build trusted relationships with employers, brokers and intermediaries to understand business needs and risk profiles.
• Communicate complex claims strategies, performance insights and legislative considerations with confidence across meetings 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.

Skills

Lead Workers Compensation teams

NSW Workers Compensation knowledge

Presentation & communication

Relationship management

Coaching & development

Strategic decision making

Job description

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.

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

• "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

QBE recognises the value of diverse perspectives and experience. We are committed to an inclusive workplace where everyone feels valued and respected for who they are. If we can provide support with access requirements, alternative work arrangements or you would like to connect with one of our networks please contact us at ***********@qbe.com.