Service Excellence Manager

Primary Details

• Time Type: Full time
• Worker Type: Employee

This role sits within Reinsurance Operations and operates at the intersection of business, operations, and change, supporting both BAU activity and continuous improvement initiatives.

You will act as a key link between underwriting, operations, and project/change teams, ensuring that operational priorities, small‑scale change initiatives, and business objectives are aligned and effectively delivered across a global stakeholder group.

This is a London‑based role with occasional travel across the UK and Europe.

QBE may consider sponsorship at its discretion.

• Collaborate with strategy and business teams to understand objectives, facilitate workshops, and shape change opportunities
• Identify and assess potential initiatives, ensuring they are clearly scoped, aligned with CTO requirements, and ready for implementation
• Support the Service Excellence Lead in creating a culture of continuous improvement by identifying best practices and monitoring the impact of change initiatives
• Facilitate workshops to identify operational challenges, priorities, and improvement opportunities
• Work with global stakeholders across London, Brussels, and New York
• Ensure alignment between team activity, project delivery, and business objectives
• Maintain awareness of risk, controls, and audit requirements to ensure operational readiness
• Collaborate with team leaders to ensure operational readiness for change initiatives
• Monitor and help prioritise change requests and small‑scale projects

• Experience with in insurance (essential) or reinsurance (preferred)
• Background in underwriting operations, change, or business improvement roles
• Proven ability to operate in a large, complex corporate environment
• Resilience and adaptability, staying focused on outcomes and navigating change with confidence
• Strong stakeholder management skills across regions and seniority levels
• Cross‑functional awareness and relationship‑building, with a collaborative and proactive approach
• Good understanding of risk, controls, and audit awareness (not direct audit ownership)
• Operations experience with some exposure to systems, IT, or change delivery

At QBE, we want our people to feel rewarded and inspired to perform at their best. We have created “At My Best” – our way of showing we have your back. It is a blend of wellbeing initiatives and benefits designed to suit your life stage, supporting you to achieve a flexible work environment and a culture that encourages resilience and innovation.

You are more than your work – and QBE is more than a workplace, which is why we provide extensive choice of options that support you in living your best life personally and professionally.

• 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

Application Close Date: 13/07/2026 11:59 PM

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