Primary Details

• Location: Sydney

• Type: Fulltime Permanent

• Hybrid role Happy to talk flexible working

The opportunity

As General Manager Customer Relations you will lead a pivotal function at QBE dedicated to ensuring customer concerns are resolved with fairness efficiency and care. While our ambition is to minimise dissatisfaction we recognise that when issues do arise they must be handled with professionalism and urgency delivering outcomes that reflect our commitment to customer advocacy and excellence.

Your new role

Reporting to QBEs Chief Enterprise Operations Officer in this role you will oversee the Customer Relations function across General Insurance and CTP NSW ensuring robust internal and external complaint management processes. You will be accountable for maintaining strong relationships with key external stakeholders and regulators ensuring QBE meets all compliance and regulatory obligations.

You will champion the voice of the customer across the organisation delivering insights that drive continuous improvement and enhance the overall customer experience. Additionally you will be responsible for delegating complaint handling authority to external partners where appropriate and monitoring their performance to ensure consistent high-quality outcomes.

Key accountabilities include:

• Build and lead a customer-centric culture driving strategic planning continuous improvement and regulatory responsiveness across the Customer Relations function.

• Ensure compliance with internal and external dispute resolution processes regulatory requirements and fair outcomes for customers.

• Maintain effective risk management practices and share insights to minimise conduct risk and elevate the customer experience.

• Represent QBE at senior levels with external stakeholders and regulators while guiding internal teams with subject matter expertise and commercial pragmatism.

• Oversee governance frameworks and ensure compliance with all relevant laws regulations and frameworks.

• Oversee technical performance ensuring the teams capability to manage complex complaints and regulatory requirements and contribute to industry developments.

• Provide strong leadership and people management fostering a high-performance culture supporting team wellbeing and ensuring the function is resourced to deliver strategic outcomes.

About you

This is an opportunity for an experienced senior leader within insurance and/or financial services with a track record in leading large customer-facing teams driving transformation and improving customer and complaints processes.

Other ideal attributes:

• Demonstrated expertise in leading high-performing teams and managing change effectively ideally in relation to insurance operations.

• Ability to develop and execute strategic plans with sound commercial judgement and a focus on delivering business outcomes.

• Advanced interpersonal and negotiation skills with a proven ability to manage complex stakeholder relationships and communicate clearly and confidently at all levels.

• Skilled in defining end-to-end processes identifying best practices and implementing improvements that enhance efficiency compliance and customer experience.

• Exceptional analytical thinking and critical problem-solving abilities combined with the capacity to perform under pressure in dynamic operational environments.

• Knowledge/experience of effectively managing customer complaints and elevating the customer experience within general insurance will be highly regarded.

About QBE

We can never really predict whats around the corner but at QBE were asking the right questions to enable a more resilient future helping those around us build strength and embrace change to their an international insurer thats building momentum towards realising our vision of becoming the most consistent and innovative risk partner.

Our people will be at the centre of our success. Were proud to work together and encourage each other enable resilience for our customers our environment our economies and our communities. With more than more than 13000 people working across 27 countries were big enough to make a real impact but small enough to provide a friendly workplace where people are down-to-earth passionate and kind.

We believe this is our moment what if it was yours too Your career at QBE lets make it happen!

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

• Life Leave supporting the life events we all experience leaving your annual leave for rest

• Free holistic wellbeing coaching nutritional confidential counselling financial and legal advice

• 18 weeks gender-equal flexible leave for all new parents including paid super

• Voluntary super contributions and company matching

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

• A range of discounts on insurance products car hire hotels goods and services

Rewards & Recognition

We value our employees 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 program

• 2023 Most Inclusive Workplace at theAustralian HR Institute (AHRI) Awards

• 2021 LinkedIn Top Employer & HRD Employer of Choice

• 2020 Best Workplace Diversity & Inclusion and Excellence Award for Best Health & Wellbeing at the Australian HR Awards

• Platinum employer on the Australian Workplace Equality Index (AWEI) the definitive national benchmark on LGBTQI workplace inclusion

• Ranked in the top ten in the AAGE Top Graduate Employers 2025 for medium sized program as voted by graduates

• Family Friendly Workplace accredited employer since 2021

APPLY NOW and lets make it happen!

Click APPLY to submit your application. Successful applicants will need to complete work rights police and credit checks through our online provider as a condition of employment.

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

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