Primary Details

Time Type: Full time

Worker Type: Employee

A permanent, full-time opportunity has arisen withing the Outsource Service Delivery Team (OSDT) to support the development and delivery of the OSDT Strategy and work with the Assistant Claims Manager (ACM) and the Outsource Service Delivery Manager (OSDM) to oversee the governance, selection and performance of third parties with delegated claims authority (DCA). The successful candidate will assist in the development and delivery of a framework of controls across EO claims to continually improve systems and processes to control the claims risk environment.

The opportunity

A permanent, full-time opportunity has arisen within the Outsource Service Delivery Team (OSDT) to oversee the selection, governance, and performance management of third parties with delegated claims authority (DCA). The successful candidate will be required to manage oversight of a portfolio of DCAs from Onboarding to Termination in line with QBE Group best practices. In addition, they will be required to assist in the development and delivery of the OSDT Strategy, working with the Assistant Claims Manager (ACM) and the Outsource Service Delivery Manager (OSDM) to evolve the OSD Control Framework, enhancing processes & systems to identify and control Risk, optimising efficiency whilst ensuring compliance with all QBE EO and Group best practices.

Your new role

• Performance management to ensure optimum outcomes for QBE and our customers. Relationship management to secure commitment to actions that drive tangible improvement of KPIs including average cost and lifecycle
• Accurately apply OSD Risk Rating methodology and ensure the data held in respect of DCA providers is accurate
• Engage with lines of business to establish the Business rationale and challenge where appropriate to ensure any additional Outsourcing or new Onboarding aligns with QBE Outsourcing strategy with appropriate DSP2 sign off
• Conduct full Due Diligence assessment on any new DCA providers with Risk Acceptance where necessary pre-bind in line with Third Party Risk Management process
• Regular Governance and Technical Audits in line with Risk Rating and requirements of Group Internal Audit throughout the life of the DCA relationship
• Contract review and update, negotiation with support where appropriate from claims procurement and Legal team
• Engage with third-party auditors to ensure services and reports provided adhere to agreed methodologies
• Engage with DCA & Express to ensure bordereaux provided by DCA providers adhere to agreed reporting standards (Lloyd’s Minimum Standards) and that receipt and verification is tracked appropriately with appropriate escalation
• Evaluation of the claims control environment and risk management framework; and enhance the OSDT efficiencies via continual evaluation of our working practices and review for offshoring to QBE’s Global Shared Services
• Evaluation of the delegated claims control environment with a focus on technical competence, loss fund management and regulatory compliance to ensure robust risk management
• Identify, record and monitor all issues identified via OSD control processes outlined above to ensure effective resolution within agreed timeframes and early escalations in line with best practice via OSDM into Claims Governance, PSG & Insight
• Assist with the development of a strategic governance framework to provide assurance that QBE claims best practice procedures and processes are in place for all outsourced claims, with early identification of any risks arising from the external management of claims

About you

• Team player with a excellent analytical and forward-thinking approach with an ability to motivate self and others to achieve quality outcomes on time
• Excellent attention to detail with good numerical, verbal and written ability
• Proven track record in stakeholder management with the ability to communicate influence and negotiate at all levels
• A strong understanding of Company, Lloyd’s and London Markets and the risks associated with Outsourced claims handling in multiple jurisdictions
• Solid organisational skills to plan and manage own workload and early escalation of risk
• Ability to build strong business relationships with key DCA providers
• Strong ability to review and interpret data
• Able to demonstrate a good level of IT competency including Excel
• Exposure to varied classes of business in a claims or audit role
• Experience of general insurer claims systems and procedures, and the various market systems Atlas; Charles Taylor TPA Database; Lineage; and ECF – desirable
• Understanding of regulatory implications of delegated authority arrangement in relation to Lloyd’s and the FCA

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 - because we know it’s not just what we do that matters, it’s how we do it that makes the difference. In addition to this, we also offer flexible parental leave for both parents and have several employee network groups that support and empower our diverse workforce.

At QBE, we view our people as our most precious asset. We understand the importance of fostering a work environment that is responsive to the changing needs of today's workforce. 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 (https://qbeeurope.com/careers/flex-qbe/).

#LI-Hybrid

Some of the award’s QBE are proud to have won, been a finalist for, and shortlisted for include;

5-star Diversity, Equity and inclusion (DEI) awards, 2023 Winner - Insurance Business Canada

Employer of the Year 2022 Winner – Insurance Insider

British Claims Awards 2022 Winner - InsurTech Award

Insurance Times Claims Excellence Awards 2022 Winner - Claims Product Solution of the Year

Working Families Best Practice Awards 2021 Finalist for: Best COVID-19 Response

Insurance Post British Insurance Awards 2022 Shortlisted for: Best Customer Care, Diversity & Inclusion Initiative of the Year 2022, Specialist Insurer of the Year (for Construction), General Insurer of the Year

We are proud to have partnerships with organisations such as Stonewall and Working Families, and our commitment to the Women in Finance Charter, the UN Women’s Empowerment Principles and Race at Work charter helps keep us accountable and transparent

Inclusion of Diversity

We are striving to create a workplace culture where all our people feel included, and we are committed to building a diverse workforce that is reflective of the communities we operate in.

We know that diversity of thought, background and experience enables better decision making, improves the quality of our delivery and helps us to meet the needs of our customers.

ESG & Sustainability

At QBE, we believe that integrating sustainability into our business helps us deliver on our purpose of enabling a more resilient future. Our three key focus areas include fostering an orderly and inclusive transition to a net-zero economy, enabling a sustainable and resilient workforce and partnering for growth through innovative, sustainable and impactful solutions. For further information regarding QBE’s sustainability targets, including our net-zero pledges and inclusion of diversity targets, and our award-winning impact investment initiative ‘Premiums4Good’, please visit our Sustainability homepage and read our latest Sustainability Report ( Link ).

About QBE

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.

We’re an international insurer that’s building momentum towards realising our vision of becoming the most consistent and innovative risk partner.

And our people will be at the centre of our success. We’re proud to work together, and encourage each other enable resilience for our customers, our environment, our economies and our communities.

With more than more than 11,000 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.

We believe this is our moment – what if it was yours too?

Your career at QBE — let’s make it happen!

To find out more about why you should work for QBE, visit our careers website.

What next?

If you have a passion to contribute to QBE’s vision of enabling a more resilient future for our customers and the community, we encourage you to apply! Simply click the “apply” button to submit your CV and other relevant documents, and a member of our friendly Talent Acquisition team will be in contact to discuss your interest further if you meet the requirements of the role.

Please make the Talent Acquisition aware should there be any reasonable adjustments that may need to be made for the interview and the remainder of the recruitment process.

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.