Service Excellence Manager

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Primary Details Time Type: Full time Worker Type: Employee Overview of the Role 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 Your New Role 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 About You Experience within 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 Why QBE? At My Best At QBE, we want our people to feel rewarded and inspired to perform at their best, that's why we have created "At My Best". It's our connection, our way of showing we have your back. We understand that one size doesn't fit all and that priorities can change depending on your life stage. That is why our blend of wellbeing initiatives and benefits offer flexibility to suit what matters most to you. It's in the culture of our business, our QBE DNA, to support our people. Everything we do is underpinned by our QBE DNA. We're an international insurer that's building momentum towards realising our vision of becoming the most consistent and innovative risk partner. 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. QBE aims to build a workplace that is fair and inclusive because we want to attract and retain the best people to do the job, we have adopted flexible working across the company and welcome this conversation. With more than more than 13,000 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. At My Best - QBE Benefits You are more than your work - and QBE is more than a workplace, which is why we provide you with the benefits, support and flexibility to help you concentrate on living your best life personally and professionally. We offer an extensive choice of other options to suit you! QBE Awards Some of the award's QBE are proud to have won, been a finalist for, and shortlisted for include; 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 AXCO Global Insurance Awards 2024 Winner: Network Management of the Year Insurance Business UK 5-Star Cyber Awards 2024: QBE rated as a 5-Star Cyber Insurer UK IT Industry Awards 2023 Winner: Green Technology Innovation of the Year Working Dads Employer Awards 2023 Winner: Parental Policies Award Insurance Post British Insurance Awards 2023: QBE rated as a 5-Star Employee

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