Primary Details

Time Type: Full time

Worker Type: Employee

Service Excellence Manager

Role Highlights 

• London with hybrid working  

• Be part of a supportive, inclusive, and collaborative environment

The Opportunity

Following sustained and continued growth plans, we have a newly created and unique opportunity as a Service Excellence Manager within our Service Excellence team and wider Operations function here at QBE.

The role will take responsibility for significant business transformation initiatives across UK Underwriting and Operations combining operational improvement, process redesign and technology-enabled change to deliver measurable business outcomes.

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

• Lead complex cross-functional transformation initiatives.

• Design and deliver future-state operating models and processes.

• Partner with business and technology teams to deliver solutions.

• Manage stakeholders across multiple functions and levels.

• Identify, track and realise benefits.

• Manage risks, dependencies and delivery plans.

• Ensure successful implementation and adoption of change.

• Drive continuous improvement and standardisation opportunities

About you:

• Previous change delivery experience.

• Excellent stakeholder management and influencing skills.

• Experience of process redesign and improvement.

• Comfortable operating across business and technology teams.

• Strong problem-solving capability.

• Able to lead delivery across complex environments.

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:  

As well as the benefits below we also offer an extensive choice of other options to suit you!     

• 30 days holiday a year with the option to buy up to 2 additional days.    

• Flexible working - balancing work and life is important so our flexible working opportunities are open to all, this can include part-time, job share and compressed hours.    

• Pension – you are automatically enrolled into the QBE pension plan, which entitles you to receive employer contributions of 10% of your basic salary.    

To learn more about benefits of working with us, click  Rewarding our people - QBE European Operations  

Awards & Recognition 

We value our employee’s experience with us and are proud to have been recognised for the following awards: 

Insurance Post British Insurance Awards 2025:   

• Winner: Commercial Lines Insurer of the Year, Winner: Reinsurer of the Year - QBE Re, Winner: ESG, Diversity, Equity and Inclusion Initiative of the Year, Winner: Insurance Personality of the Year - Chris Wallace, Executive Director UK insurance  

To learn more about our achievements, click here   

Apply now and let’s make it happen!   

If you’re looking for a career that combines your expertise and your empathy, click Apply today.   

Your career. At the heart of it.     

Skills:

Coaching, Cost Management, Critical Thinking, Delivery Management, Intentional collaboration, Managing performance, Negotiation, Performance Management (PM), Process Improvements, Project Delivery, Risk Management, Stakeholder Management, Strategic Thinking, Team Management, Waterfall Model

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.