Service Manager

Primary Details
Time Type: Full time

Worker Type: Employee

Please see more information about QBE careers here

• Brisbane
• Permanent, full-time role

The opportunity

We are looking for a Service Manager to lead our QLD CTP Claims Team, driving high-quality claims outcomes, supporting a skilled team, and shaping smarter, more efficient processes. In this role, you'll guide complex personal injury decisions, foster a collaborative and high-performing culture, and help deliver exceptional service to our customers and stakeholders.

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

• Supervise daily operations of the CTP claims team, providing guidance on claims management, policy requirements, and quality standards.
• Develop and contribute new ideas to support the business unit's plan, and assist in implementing and maintaining claims management strategies and objectives.
• Create and maintain processes and procedures to ensure compliance with statutory regulations and corporate service standards.
• Drive continuous business process improvement, focusing on efficiency, cost savings, and operational synergies.
• Set reserves, authorise payments within delegated authority, finalise claims cost-effectively, and ensure timely disbursement processing.
• Manage complaints, investigate suspicious or potentially fraudulent claims, and provide technical expertise and mentoring to support team development.

About you

• Extensive people leadership experience in a general insurance claims environment
• Personal injury claims experience is a must
• Excellent interpersonal and communication skills
• A natural relationship builder with solid negotiation, conflict resolution and people management skills
• Capacity for self-reflection and ability to work well in a team

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
• Free holistic wellbeing coaching, nutritional, confidential counselling, financial and legal advice
• 18 weeks' gender-equal flexible leave for all new parents, including paid super

To learn more about benefits of working with us, click here .

Rewards & Recognition

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

• 2025 Winner of Excellence in Diversity, Equity & Inclusion Award at the Insurance Business Australia Awards for our Respect@QBE program
• 2023 Most Inclusive Workplace at the Australian HR Institute (AHRI) Awards
• Ranked in the top ten in the AAGE Top Graduate Employers 2025 for medium sized program as voted by graduates

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.

Successful applicants will need to complete work rights, police and credit checks through our online provider as a condition of employment.

QBE recognise 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 [email protected]

Skills:
Business Process Improvements, Claims Administration, Claims Settlement, Conflict Resolution, Critical Thinking, Customer Value Management, Emotional Awareness, Individual Resilience, Intentional collaboration, Managing performance, Mentorship, Personal Injury Claims, Regulatory Compliance, Risk Management, Team Development

Application Close Date: 31/01/2026 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.