Role Highlights  

• Auckland based, permeant role with full-time hours.   

• Lead an administrative claims team and drive service excellence. 

• Hybrid role.

The Opportunity    

This is a hands-on leadership opportunity where you can bring together people leadership, operational excellence, and continuous improvement. Leading a current team of seven Claims Administrators across onshore and offshore locations, you’ll play an important role in delivering superior customer service, strengthening capability, and improving claims administration practices.  

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  

You’ll lead a team and provide the direction, coaching, and operational support needed to deliver strong service outcomes. In addition, you’ll: 

• Oversee internal and external SLAs, ensuring claims and administrative processes are delivered accurately, efficiently in accordance with required timelines.
• Use data and reporting insights to monitor performance, capacity, and trends, and support informed decision-making.
• Identify opportunities to streamline workflows, strengthen processes, and improve the consistency of claims administration practices.
• Keep standard operating procedures, training documentation current while working closely with internal and external stakeholders.
• Train new team members and train new processes and procedures.
• Provide administrative support for the wider claims team.
• Identify and take appropriate action for risks and issues and be proactive in managing risk.
• Support the execution of operational projects in line with strategic objectives. 

 About you    

You’re an operations expert who enjoys improving the way work gets done and helping others succeed. You bring strong operational judgement, confidence working with data, and the ability to stay organised and effective in a changing environment. You’ll also bring: 

• A strong track record of focus on quality, service, and productivity.
• Excellent attention to detail and the ability to work through risk, quality, or process issues with care and sound judgement.
• A continuous improvement mindset and confidence identifying practical ways to improve efficiency and consistency.
• Strong analytical skills, including confidence using Excel to interpret data, manage capacity, and identify trends. Power BI experience will be an advantage.
• Strong communication and relationship-building skills, with the ability to work effectively across onshore and offshore teams.
• Experience leading people is preferred  

Please note, insurance claims experience is not a requirement of the role.  

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 superannuation.  

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

Awards & 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 2026 for small sized program as voted by graduates   

To learn more about our achievements, click here.   

How to Apply   

Your career. At the heart of it.   

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 [email protected]