Manager, Policy & Management Services

About the role

Accountable for leading GSSC and Country Policy Admin operations, driving performance, efficiency, cost control, and continuous improvement, while managing teams, overseeing UAT, advising management on risks, and ensuring a safe, compliant workplace. Your New Role : Responsible for service delivery outcomes (time, quality, satisfaction) for policy servicing activities across the country portfolio. Manage GSSC service delivery outcomes. Ensure delivery of SLAs to business partners for policy services. Drive straight through processing (no touch) for Consumer & SME portfolio, leveraging on automation and/or digital initiatives. Ensure quality service delivery of policy servicing to Corporate and Specialty portfolio. Continue to drive process improvements for policy and management services. Reporting of the systems defects to ADC and monitor progress on defect fixing. Provide the mapping logic and system behaviour for new product built up. Manage operational risk, including embedding of key group policies on business continuity, supplier performance management, outsourcing, procurement etc. and provide timely reporting of any risks identified. Provide management services for QBE offices and drive ongoing optimisation of our indirect spend. Ensure the compliance of insurance operation with regulatory requirements and internal group guidelines. Execute action plans in compliance with the BCP. Carry out cost / benefit analysis of market's properties at the time of considering rent review and office removal and proper upkeep of property lease agreements. Ensure all office equipment is operational and maintained for maximum performance; providing technical advice and giving instructions on organizational systems and guidelines. Maintain asset and archive records. Manage contracts and agreements and ensure compliance with statutory and other requirements. Attend relevant product and skill training and passing on relevant points to other staff. Key Performance Indicator: Efficiency & Effectiveness: Expense plan vs. Actual, Operational Excellence / Annual Productivity Target for across functions, Automation rate Key Performance Indicator: Customer & Partner Servicing & Satisfaction: Speed - Turn-Around-Time for relevant underwriting support and policy transactions (e.g. bind to issue, issue to dispatch), Quality - Reduced error rate, meeting customer and partner quality goals, Issues/Incident rate for policy issuance, Request for Information (RFI rates). About You: Minimum 10-15 years' experience in insurance industry with at least 5-7 year' experience managing medium / large team involving offshore. Strong knowledge of Insurance industry Analytical/ problem-solving skills. Good communication & interpersonal skills. Effective coaching skills, planning skills, organisational skills and time management. Ability to train, motivate and drive good morale for delivery of consistent and quality outputs. Ability to manage offshore team members via Service Level Agreement management. Strong written and verbal communication skills in English. In-depth knowledge of various lines of insurance products and insurance systems preferably with P400. About QBE What if you could have a positive impact - at work and in the world? At QBE, we're enabling a more resilient future - for our customers, communities, environment, and for our people. We're building momentum to achieve something significant and know our people are at the centre of our success. Our industry offers interesting and varied careers where you can help people to protect what matters most. As part of the QBE team, you'll get to spend every day working with people who are passionate, talented and kind. And with more than 13,000 people working across 27 countr