Service Manager, Trade Credit

Job Description

Primary Details Time Type: Full timeWorker Type: EmployeeLocation: Melbourne Type: Permanent, full time The opportunity As a Service Manager, you will oversee the daily operations of the Claims unit, offering guidance to the team on Claims Management, Policy Adherence, and Maintaining High-Quality Standards. This role involves setting strategies and procedures, leadership, and providing coaching. The team comprises of Claims Assessors, Collections, and Credit Management Services. Your new role Develop and implement strategies and action plans specific to the business to meet and improve the performance of the claims team. Work with key stakeholders/business managers to develop sustainable products and services to attract and retain customers and increase profitability. Monitor industry/market/legal trends and provide recommendations for change strategies to ensure the company remains fully informed and receptive to change. Monitor teams portfolio management performance against published legislation and policy guidelines to meet audit requirements, regulatory requirements, and business guidelines. Provide coaching, assistance, and guidance to Claims Officers. Maintain good Client Relationships and respond to critical issues effectively. Review and Settle Problematic Cases, Authorise Payments, and Handle Complaints. Plan, Manage, and Review Employee Performance. Continuous Business Improvement for Cost Efficiencies and Quality Service. About you You are a Natural Leader with solid Negotiation and Conflict Resolution skills, you can Build Relationships, and have exceptional people management expertise. Working in a fast-paced environment, you take pride in delivering an exceptional customer experience and can maintain these levels of excellence through times of change, demonstrating resilience. Significant experience in the insurance industry with project and/or process management experience. Experience with trade credit and surety is preferable. Accounting, banking, insolvency, or other financial background is an advantage. Relevant working experience with some in a supervisory role and/or a proven capability to perform the job. Customer service and end-to-end interaction management experience. About QBE We can never really predict what’s around the corner, but at QBE, we’re asking the right questions to enable a more resilient future – helping those around us build strength and embrace change to their advantage. We’re an international insurer that’s building momentum towards realising our vision of becoming the most consistent and innovative risk partner. And our people will be at the centre of our success. We’re proud to work together and encourage each other to enable resilience for our customers, our environment, our economies, and our communities. With more than 11,000 people working across 27 countries, we’re 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? 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. Our ‘Thriving at our Best’ wellbeing program, including free holistic wellbeing coaching, nutritional, confidential counselling, financial, and legal advice. 12 weeks’ gender-equal flexible leave for all new parents, including paid super. The ability to maximise retirement savings through voluntary super contributions and company matching. Income protection insurance & reimbursed Death and Total Permanent Disability insurance premiums. Additional leave and support through QBE’s Family Domestic Violence First Responder Network. Discounts on insurance products, car hire, hotels, goods, and services including benefits through our various sports and arts sponsorship partners. Rewards & Recognition We value our employee’s experience with us and are proud to have been recognised for the following 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. Australian Workplace Equality Index (AWEI) Platinum Employer since 2022 - the definitive national LGBTIQ+ benchmark for workplace inclusion recognising employers achieving Gold status for 4 or more years. Ranked 6th place in the AAGE Top Graduate Employers 2021 as voted by graduates. Top 20 Workplaces for Dads in 2019 and 2020 (HBF Direct Advice for Dads). Family First accredited employer since 2021. Apply now 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 . Skills: Adaptability, Business Process Improvements, Claims Administration, Claims Settlement, Commercial Acumen, Conflict Resolution, Critical Thinking, Customer Value Management, Intentional collaboration, Managing performance, Mentorship, Personal Initiative, Regulatory Compliance, Risk Management, Team Development. Application Close Date: 17/02/2025 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. #J-18808-Ljbffr