Hybrid Service Manager – NSW Workers Compensation

at QBE Insurance

• Job title: Service Manager – NSW Workers Compensation
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Parramatta, Australia

About the role

• Service Manager leading Workers Compensation services for large corporate employers. Oversees delivery of best-in-class services and builds trusted relationships with stakeholders in the NSW Nominal Insurer business.

Responsibilities

• Lead and support a team managing a portfolio of large corporate Workers Compensation clients within the NSW Nominal Insurer scheme.
• Build and maintain strong, trusted relationships with large employers, brokers and other intermediaries, demonstrating a deep understanding of their business needs and risk profiles.
• Articulate complex claims strategies, performance insights and legislative considerations clearly and confidently in presentations, meetings and stakeholder forums.
• Coach and develop Case Managers to deliver tailored, high‑quality claims management services aligned to corporate client expectations.
• Drive strong portfolio performance across customer outcomes, claim costs, compliance and quality.
• Provide leadership on complex and high‑value claims, including estimates, strategy and decision making within delegation.
• Collaborate closely with internal stakeholders including Client Relationship Managers, Technical Specialists, Quality Assurance, and Compliance to deliver seamless service outcomes.
• Promote a culture of professionalism, accountability and continuous improvement within the team.

Requirements

• Proven experience leading Workers Compensation claims teams, ideally within a corporate or large employer portfolio.
• Strong understanding of the NSW Workers Compensation scheme and the needs of large, sophisticated employers and their intermediaries.
• Highly developed presentation and communication skills, with the ability to explain complex claims strategies clearly and credibly to senior stakeholders.
• A relationship‑focused leader who builds trust through expertise, consistency and transparency.
• Demonstrated capability in coaching and developing Case Managers to deliver best‑in‑class service outcomes.
• Confident decision maker with strong commercial awareness and sound judgment.

Benefits

• ‘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