• Job Description

  Req#: 313228

  Primary Details

  Time Type: Full time

  Worker Type: Employee

  Multinational Client Centre Hub Manager

  (Chelmsford Office/Home)

  What if we could each play a key role in driving our success?
  
  We're an International Organisation that is not too big or too small, which means we are large enough to have a positive impact on our customers and local communities, but small enough to be able to give you the platform you need to make an impact.

  We have an exciting role to manage our Multinational Client Centre (MCC) Hubb where you will be responsible and accountable for the Multinational Client Centre (MCC) delivering service excellence to Clients, Brokers and Underwriters on Multinational Programmes produced by QBE. Working closely with the Global Manager of Multinational Services Operations you will have direct management of a collaborative, experienced leadership team and wider responsibility for the department.

  Your Role:

  • Lead a strong team made up of Multinational Client Managers/Senior Case Handlers / Case Handlers to ensure delivery of Multinational services consisting of co-ordination of local policy quotations, local policy issuance, premium collection, providing technical guidance to the organisation around the Multinational process, coordinating local Underwriting input from network offices while managing end to end service delivery.
  • Build strong working relationships with the Multinational Central Management Team (including the Global Network Team), Underwriting, Brokers, Clients and all business functions and support areas that impact the delivery of Multinational programmes, to ensure clients receive a seamless QBE experience.
  • Maintain and enhance the end-to-end MCC Process, Control Framework, tools & templates to ensure practices are clearly understood and applied within the MCC, Underwriting and all Underwriting support areas.
  • Ensure that services are provided on a fully compliant basis to meet local regulatory and tax standards.
  • Manage, monitor, and measure Multinational service delivery and performance to the agreed service standards, timescales, quality and budget addressing any areas of risk and short fall where appropriate.
  • Representation and contribution to Multinational business plans and results for QBE European Operations
  • Anticipate and pro-actively manage resolution of issues, acting as an escalation point for problems, issues and complaints ensuring these are resolved and lessons learned are carried forward.
  • Manage, resource, motivate, train, develop and focus the functional management and team to ensure the required standards of performance and support the continuing personal and professional development of all team members.
  • Proactively identify continuous process improvement opportunities and oversee the implementation of identified opportunities.
  • Responsible for ensuring that the necessary resources are in place to support business growth through capacity and workflow management.
  • Oversee delivery of training and knowledge transfer, within the team and to other QBE functions involved with the delivery of Multinational programmes.

  About You:

  • Multinational background in an underwriting environment with a clear operational and service background
  • Experience of operating at senior level with strong facilitation and leadership skills
  • Experienced of working in challenging customer service environments, managing complex business and change initiatives whilst working in a global business with diverse cultural demands
  • Highly effective communication both verbal and written with the ability to build and maintain productive internal and external relationships
  • Ability to present to Executives and engage effectively with senior stakeholders, both internally and externally
  • Good negotiation skills with excellent attention to detail
  • Experience of managing teams to tight service levels in complex environment

  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.

  APPLY NOW and let’s make it happen!

  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.

• About the company

  QBE offers business insurance across the globe, with sector specialist products providing flexible, tailored policies to cover even the most unusual risks.

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