SME Customer Experience Manager

QBE Management Services Pty Limited (Melbourne VIC, Australia) 4 hours ago

Role: SME Customer Experience Manager

Location: Flexible, WFH

Term: Full Time

Your part in a changing world

At QBE, we’re driven by our purpose – to give people the confidence to achieve their ambitions.

We are an international insurer and reinsurer offering a diverse portfolio of commercial, personal and specialty products, as well as risk management solutions. Our product portfolio includes property, motor, crop, energy, marine and aviation. We employee a team of more than 11,800 people, in 27 countries around the world.

This role is to lead a team of highly skilled underwriters, focusing on Small to Medium Enterprise business, which is serviced through our key Broker Partners. It is a fantastic opportunity to be part of a growing team, striving for excellent outcomes for our Broker Partners and their customers.

The opportunity

  • Business partner to key Broker Partners focusing on developing and strengthening relationships, whilst generating & coordinating profitable growth opportunities within the SME business unit

  • Leading, Managing & Empowering the underwriting team to meet the service standards of the SME business

  • Developing the team & delivering thought leadership, training and education to both internal and external stakeholders

  • Embrace & enhance a strong culture in the SME Business unit, including people and risk culture.

  • To actively manage and monitor meeting the budget for a Key Customer segment

  • Development & execution of segment-based SME strategy focused on profitable growth, product performance, retention and customer management & delivery

  • Participation in the development and implementation of the overall SME strategic plans

  • Development of accreditation & skills planning for underwriters to meet business requirements

Your story so far

  • Business Acumen, strategic planning, presentation and leadership skills

  • Strong influencing, negotiation, data analysis and problem-solving skills

  • Excellent stakeholder management skills with an effective ability to communicate and collaborate across different teams.

  • People leadership experience

  • Good verbal and written communication skills

  • Ability to work under pressure and to strict deadlines

  • Continuous improvement mindset

  • Team player

  • Proven leadership experience in the Insurance Industry or Financial Sector within an operational role and/or strategic account management.

  • Relevant tertiary/industry qualifications

We are here to support you

We are proud to have been Voted #5 in the 2019 Top 20 Australian Workplaces for New Dads - HBF Direct Advice for Dads and we achieved Gold employer status in the 2019 & 2020 Australian LGBTI Inclusion Awards. We are also a finalist in the 2020 Australian HR Awards, shortlisted for Best Workplace Diversity & Inclusion Program and Best Health & Wellbeing Program.

We also offer a range of benefits to help provide holistic support for your work life, whatever your circumstance.

As a QBE employee, we will offer you:

  • Flex@QBE leave to enhance your work/life integration

  • Our ‘At My Best’ wellbeing program, which includes a free 12-month subscription to Headspace

  • Access to ‘Share the Care’ – 12 weeks’ flexible leave for new parents inclusive of paid superannuation

  • The ability to maximise retirement savings through voluntary super contributions and company matching

  • Income protection insurance and reimbursed Death and Total Permanent Disability insurance premiums

  • Access to REACH My Best - free holistic wellbeing coaching, nutritional, financial, and legal advice, and confidential counselling

  • Discounts on insurance products, car hire, hotels, goods and services

  • Benefits through our various sports and arts sponsorship partners such as free and discounted tickets.

Join us.

. Successful applicants will need to complete work rights, police and credit checks through our online provider as a condition of employment.

QBE recognise 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

Number of Openings:


How to Apply:


Equal Employment Opportunity:

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

More from QBE Management Services Pty Limited
Senior Mortgage Credit Analyst
QBE Management Services Pty Limited 7 days ago
Insurance Risk Manager
QBE Management Services Pty Limited 4 hours ago
Business Relationship Manager
QBE Management Services Pty Limited 4 hours ago

SME Customer Experience Manager

Apply On Company Site
Back to search page