Service Excellence Manager – Insurance

QBE Europe; City Of London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading global insurer in London seeks a Service Excellence Manager to support operational change initiatives. The role involves engaging with stakeholders, driving improvements in operational efficiency, and leveraging insurance expertise. Ideal candidates will have strong relationship management skills and experience in project work. This position offers hybrid working options and a range of competitive benefits.

Benefits

30 days holiday per year

Flexible working options

Pension plan with 10% employer contributions

Private medical insurance

Family-friendly policies and leave

Short-term remote work abroad options

Sustainable investing initiatives

Cycle-to-Work benefit

Qualifications

• General insurance knowledge, ideally with experience in pricing or project work.
• Experience of influencing stakeholders at all levels.
• Relationship management experience with effective communication skills.

Responsibilities

• Support UK Operations Change Plan focusing on Business Change.
• Drive initiatives within the UK Operations Plan by liaising with stakeholders.
• Challenge end-to-end operating journey to improve efficiency and customer service.

Skills

Analytical Thinking

Communication

Stakeholder Management

Cost Management

Customer Service

Tools

Office Applications (Word, Excel, Access, PowerPoint)

Job description

Primary Details

Time Type: Full time Worker Type: Employee

Service Excellence Manager – Insurance

Based from London with hybrid working

Following sustained and continued growth plans, we have a newly created and unique opportunity as a Service Excellence Manager (internally known as an Underwriting Operations Officer) within our Service Excellence team and wider Operations function here at QBE. This role will be pivotal to supporting the delivery of the transformation landscape across Underwriting and Operations to drive consistency across portfolios, minimise impact and maximise benefits of change implementation. This is an exciting opportunity for you to grow your career within the insurance industry and join a team of experienced and supportive colleagues.

Your role

• Support the Senior Service Excellence Underwriting Manager in the delivery of our UK Operations Change Plan with a focus on Business Change, Project management and pricing.
• Own and drive specific initiatives within the UK Operations Plan by liaising with business stakeholders to 1) understand the challenges the team is facing 2) understand the current way of working and 3) highlight areas of potential improvement and brainstorming options.
• Support the progress of initiatives by aiding collaboration, progressing actions and troubleshooting issues that are preventing progress as well as providing feedback to the UK Operations Change Plan.
• Consistently challenge the end‑to‑end operating journey across all relevant portfolios of business to improve its technical capability, operational efficiency, customer service and alignment across the UK.
• Build relationships with wider QBE functions to aid operationalisation of processes, maximising benefit and controlling impact.
• Develop relationships with key stakeholders/business managers to fully support their change needs.
• Work closely with Underwriting Support Managers to ensure all concerns about emerging risks or current change are understood and managed through clear communication, training, collaboration etc.

About You

• General insurance knowledge, ideally with experience in pricing, transformation or project work.
• Experience of working with and influencing stakeholders at all levels – internal and external.
• Relationship management experience with effective communication skills, written and verbal.
• Able to use office applications, Word, Excel, Access, PowerPoint.
• Experience of working as part of a team.
• Self‑sufficient and able to work at pace.

Why QBE? At My Best

At QBE, we want our people to feel rewarded and inspired to perform at their best, which is 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.

We’re an international insurer that’s building momentum towards realising our vision of becoming the most consistent and innovative risk partner. We can never really predict what’s around the corner, but at QBE we’re asking the right questions to enable a more resilient future – helping those around us build strength and embrace change to their advantage.

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://qbeeurope.com/careers/flex-qbe/).

With more than 13,000 people working across 27 countries, we’re big enough to make a real impact, but small enough to provide a friendly workplace, where people are down‑to‑earth, passionate, and kind.

To find out more about why you should work for QBE, visit our careers website.

At My Best – QBE Benefits

• 30 days holiday a year with the option to buy up to 2 additional days.
• Flexible working – balancing work and life is important so our flexible working opportunities are open to all, this can include part‑time, job share and compressed hours.
• Pension – you are automatically enrolled into the QBE pension plan, which entitles you to receive employer contributions of 10% of your basic salary.
• Private medical insurance – we fund fully comprehensive private medical cover for you and all the family.
• Family‑friendly policies – we offer 26 weeks leave at full pay regardless of gender identity, sexual orientation or how you become a parent.
• Short‑term remote work abroad – you can request up to 20 days per year to work remotely from certain locations abroad.
• Sustainable investing – we believe sustainable integration is important for long‑term financial, environmental, and social outcomes. Our pension strategy supports our net‑zero goal to achieve year‑on‑year reductions in carbon footprint, by investing more in green businesses than the broader market, so your savings are looking after the planet’s future, as well as your own.
• Cycle‑to‑Work – benefit from regular exercise whilst making your commute greener and cheaper, select and bike and/or accessories up to the value of £5,000.

QBE Awards

• AXCO Global Insurance Awards 2024 Winner: Network Management of the Year
• Insurance Business UK 5‑Star Cyber Awards 2024: QBE rated as a 5‑Star Cyber Insurer
• UK IT Industry Awards 2023 Winner: Green Technology Innovation of the Year
• Working Dads Employer Awards 2023 Winner: Parental Policies Award
• Insurance Post British Insurance Awards 2023: QBE rated as a 5‑Star Employee

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 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. For more information on our strategy targets please take a look at our careers page.

Accessibility

Here at QBE, we are promoting an accessible workplace for all, which includes supporting candidates to perform at their best during their recruitment process. If you require any accommodations, please make your Talent Acquisition contact aware.

ESG & Sustainability

At QBE, we believe that integrating sustainability into our business helps us deliver on our purpose of enabling a more resilient future. Our three key focus areas include fostering an orderly and inclusive transition to a net‑zero economy, enabling a sustainable and resilient workforce, and partnering for growth through innovative, sustainable, and impactful solutions. For further information regarding QBE’s sustainability targets, including our net‑zero pledges and inclusion of diversity targets, and our award‑winning impact investment initiative ‘Premiums4Good’, please visit our sustainability homepage and read our latest Sustainability Report.

What next?

If you have a passion to contribute to QBE’s vision of enabling a more resilient future for our customers and the community, we encourage you to apply! Simply click the “apply” button to submit your CV and other relevant documents, and a member of our friendly Talent Acquisition team will be in contact to discuss your interest further if you meet the requirements of the role.

APPLY NOW and let’s make it happen!

#ISJ

Skills:

Analytical Thinking, Collaboration Tools, Communication, Cost Management, Critical Thinking, Customer Service, Customer Value Management, Insurance Underwriting, Intentional collaboration, Managing performance, Performance Management (PM), Quality Management, Risk Management, Stakeholder Management, Team Management

How to Apply:

To submit your application, click "Apply" and follow the step by step process.

Equal Employment Opportunity:

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