We have a newly created role reporting to the Head of Operations for QBE’s International Markets (IM) business. The purpose of this role is to drive continuous improvement in the technical capability, operational efficiency, and customer service across all relevant lines of business through proactive challenges and strategic initiatives.

• London Market: Support the Head of Operations in maintaining oversight and accountability for all Lloyds and London Market Operations including management of all outsourced providers and definition/delivery of strategic initiatives.
• Leadership: Lead, motivate, develop, coach and manage both direct reports and colleagues as appropriate. Ensure a consistent recruitment strategy across the team in line with QBE policies and in conjunction with Underwriting stakeholders. Demonstrate QBE’s leadership attributes and support the Head of Operations in setting behavioural expectations across the team.
• Workflow/performance: Ensure service delivery is in line with SLAs by effectively managing Operations and Underwriting stakeholders. Collaborate with counterparts in other businesses to drive consistency in approach.
• Stakeholder management: Establish and develop your relationships with stakeholders across Underwriting, Operations and other functions to help achieve business objectives and improve the perception and understanding of Underwriting Operations. Act as a key point of contact on all operational issues that are not product specific and manage incoming demand from other functions effectively. Deputise for the Head of Operations as required.
• Process improvement & change: Create a culture of continuous improvement across International Markets (IM), supporting colleagues to identify, triage and prioritise process improvements in line with our strategic objectives. Ensure oversight and take accountability for delivery of all change initiatives and projects across IM, managing colleagues as required and ensuring consistency across teams. Represent IM at the Change Committee ensuring decisions are aligned with IM Executive team priorities.
• Shared services: Ensure oversight of the performance management of our internal shared service partners through effective delegation. Make decisions that drive consistency with UK/Europe teams where possible and align to our strategic priorities.
• Overseas offices: Develop and maintain an understanding of the processes, operational challenges and changes initiatives in our overseas offices (Canada, US, Dubai, Singapore) and support the Overseas Operations Managers as required to ensure delivery of strategic initiatives and maintaining a consistent approach where possible.

• Experience in providing management and leadership within the London Insurance market with Lloyd’s Market knowledge
• Experience in leading strategic change projects from an Operations perspective.
• Good knowledge of underwriting processes, guidelines, standards and practices.
• Experience in dealing with multiple countries.
• Understanding of risk management and operational resilience in an insurance context.