Primary Details

Time Type: Full time

Worker Type: Employee

Role Highlights

• Location: Sydney, Melbourne, Brisbane, Newcastle or Parramatta

• Type: Permanent, full time

• Champion QBE’s service excellence agenda by embedding a consistent, partnership‑focused claims experience nationally.

• Hybrid role, Happy to talk flexible working

The opportunity

We have an exciting opportunity for a Head of Customer Delivery Partnerships to join the AUSPAC Claims business unit, where you’ll lead the uplift of QBE’s claims partner service delivery and strengthen strategic partnerships across our partner network. You will guide a team of Relationship Managers focused on delivering a seamless, proactive and high-quality claims experience for brokers, partners and customers.

Operating across multiple product lines and collaborating closely with Claims, Distribution and broader business units, you’ll shape how we deliver exceptional, consistent and insight-driven claims service. Your leadership will directly influence customer outcomes, elevate service performance and create meaningful value for both QBE and our partners.

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

• In this role, you will be accountable for driving service excellence, strategic alignment and strong partner engagement, including:

• Leading the development and execution of the Claims partner service strategy to support broader business and customer objectives.

• Overseeing account management activities to enhance retention, growth and partner satisfaction.

• Designing and embedding processes that ensure Claims partners are aligned with business needs and operating efficiently.

• Identifying and implementing service and process improvements across Claims–Partner interactions.

• Building and maintaining strong relationships with brokers, partners, key accounts and internal stakeholders.

• Overseeing renewal support for significant accounts, ensuring insights and claims data are delivered accurately and on time.

• Developing, coaching and mentoring the Claims Relationship Management team to build capability and drive consistent service delivery.

About you

• Proven leadership experience within a general insurance environment.

• Strong relationship management capability, with confidence engaging brokers, partners and senior stakeholders.

• Experience collaborating with internal teams such as Underwriting, Distribution, Claims and Operations.

• Proven ability to influence, negotiate and drive outcomes across diverse business groups.

• A deep understanding of the general insurance industry, customer expectations and the intermediated market.

• A track record of enhancing customer experiences and building high‑performing teams.

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 [email protected].

Skills:

Business Management, Coaching for success, Communication, Critical Thinking, Customer Value Management, Financial Products, Influencing, Intentional collaboration, Managing performance, Navigating ambiguity, Process Improvements, Risk Management, Stakeholder Management, Strategic Leadership, Team Management

Application Close Date: 11/02/2026 11:59 PM

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.