Role Highlights
Auckland based, full time, permanent position.
Use data-led strategies that foster collaboration and deliver outstanding results for our customers.
The Opportunity
You’ll lead and manage operational activities for Claims and Underwriting, ensuring the delivery of services, projects and operational strategies. You’ll use data to drive business efficiencies, oversee customer service levels, and team productivity.
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
Reporting to the GM, Operations & Risk, and working closely with the GM, Underwriting & Partners, and the Head of Claims, you’ll oversee Claims and Underwriting Operations. The role covers business performance, customer service, process ownership, compliance, and team leadership, including 3 direct reports. You’ll also support operational controls, lead change initiatives, and analyse data for business insights and improvements.
Responsibilities include:
Lead and implement operational plans to drive business performance and strategic initiatives.
Own and optimise claims and underwriting processes, ensuring compliance and best practice documentation.
Oversee customer service standards, manage escalations, and ensure regulatory compliance.
Develop and support the team, fostering growth and aligning skills with business needs.
Lead change management and process improvement, collaborating across teams and leveraging data insights.
Monitor operational controls, manage outsourcing, and deliver actionable performance analysis.
About you
We’re seeking someone with:
Strength in data analysis and using insights to inform business decisions and capacity planning.
Confidence navigating ambiguity and adapting to changing priorities.
Ability to influence outcomes and build strong relationships with stakeholders.
Experience managing operational risks and driving process improvements.
Sound judgment, critical thinking, and proficiency with collaboration tools to support high team performance.
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.
Awards & 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.
How to Apply
If you’re looking for a career that combines your expertise and your empathy, click Apply today. Successful applicants will need to complete work rights, police and credit checks through our online provider as a condition of employment.
Your career. At the heart of it.
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 recruitment@qbe.com.
Skills:
Adaptability, Business Management, Coaching for success, Collaboration Tools, Critical Thinking, Influencing, Intentional collaboration, Managing performance, Navigating ambiguity, Operational Risks, Operations Management, Process Improvements, Sound Judgment, Stakeholder Management, Strategic ManagementApplication Close Date: 20/01/2026 11:59 PMHow 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.