Location: Sydney
Type: Fulltime, Permanent
Hybrid role, Happy to talk flexible working
The opportunity
The General Manager, Customer Growth & Delivery is a pivotal senior leadership role within QBE’s Consumer business, uniquely positioned at the intersection of customer strategy and people leadership. This role is instrumental in embedding QBE’s Customer Value Proposition (CVP) across all Consumer-owned channels (excluding LMI), ensuring that every employee can clearly see how their work contributes to delivering meaningful customer outcomes.
Your new role
Reporting directly to the Managing Director, Consumer , the GM is responsible for translating customer and distribution strategies into actionable channel plans that drive sustainable growth. This includes leading the operational delivery of the CVP, overseeing the performance of key functions such as sales and service capability, policy services, and partner relationship management.
Beyond internal leadership, the GM plays a critical external-facing role—managing strategic partnerships and commercial relationships to unlock growth opportunities and streamline business development. This includes negotiating major deals, driving innovation through partner collaboration, and ensuring QBE’s service delivery aligns with both regulatory expectations and customer needs.
Key accountabilities include:
Lead the development and implementation of Direct channel strategies that align with broader business objectives, ensuring delivery of revenue targets across both new business acquisition and customer retention.
Shape and drive the sales strategy and planning for the function, fostering a high-performance culture focused on customer outcomes and commercial success.
Uphold compliance with all relevant industry and regulatory standards, ensuring every transaction meets QBE’s governance and ethical expectations.
Champion continuous improvement initiatives that enhance the customer sales experience, embedding feedback loops and innovation into daily operations.
Embed the Consumer Customer Value Proposition (CVP) across the function, helping every team member draw a clear line of sight between their role and its impact on the customer.
Optimise resource allocation through effective workforce planning, balancing customer demand with internal communications, product training, and team development.
Lead by example—be visible, accessible, and authentic. Demonstrate QBE’s values in action and foster a culture of trust and accountability.
Support on-the-job training and development for both frontline managers and the broader leadership team, ensuring capability uplift across all levels.
Design and implement personalised development plans for direct reports and managers once removed (MOR), cultivating a strong leadership pipeline and succession readiness.
About you
This is an opportunity for an experienced internal candidate ready to build their career at the GM level on the Consumer Leadership Team. In this role you will leverage your exceptional stakeholder engagement, demonstrable leadership experience, and knowledge of QBE’s customers to embed the CVP.
You will be able to demonstrate an ethos of customer centricity in your work, along with the skills to interpret customer insights and put improvement plans together and execute.
Other ideal attributes:
Proven senior leadership experience, ideally within the Financial Services industry, with a strong track record of delivering go-to-market and channel strategies that drive sustainable growth.
Demonstrated success in Contact Centre Management and Direct channel operations, with the ability to enhance customer experience and embed customer-centric strategies across teams.
A passionate leader who leads by example, with strong coaching skills and a commitment to developing internal capability through structured training, mentoring, and personal development planning.
Deep business acumen paired with strong analytical and research capabilities, enabling data-driven decision-making and effective performance management.
Exceptional stakeholder management and negotiation skills, with the ability to lead through change while aligning closely with QBE’s core DNA and values.
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 13,000 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!
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
Our ‘Thriving at our Best’ wellbeing program, including free holistic wellbeing coaching, nutritional, confidential counselling, financial and legal advice
18 weeks’ gender-equal flexible leave for all new parents, including paid super
The ability to maximise retirement savings through voluntary super contributions and company matching
Income protection insurance & reimbursed Death and Total Permanent Disability insurance premiums
Additional leave and support through QBE’s Family Domestic Violence First Responder Network
Discounts on insurance products, car hire, hotels, goods and services including benefits through our various sports and arts sponsorship partners
Rewards & Recognition
We value our employee’s experience with us and are proud to have been recognised for the following awards:
2021 LinkedIn Top Employer & HRD Employer of Choice
2020 Best Workplace Diversity & Inclusion and Excellence Award for Best Health & Wellbeing at the Australian HR Awards
Gold Employer status for 4 years in a row 2019 - 2022 Australian Workplace Equality Index (AWEI) – the definitive national benchmark on LGBTQI+ workplace inclusion
Ranked 6th place in the AAGE Top Graduate Employers 2021 as voted by graduates
Top 20 Workplaces for Dads in 2019 and 2020 (HBF Direct Advice for Dads)
Family First accredited employer since 2021
Apply now!
APPLY NOW and let’s make it happen!
Click APPLY to submit your application. Successful applicants will need to complete work rights, police and credit checks through our online provider as a condition of employment.
QBE recognise 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 accessibility requirements and adjustments, alternative work arrangements or you would like to connect with one of our employee networks at any stage of the recruitment process, please contact us at [email protected]
Skills:
Analytical Thinking, Business Management, Coaching for success, Communication, Critical Thinking, Financial Products, Influencing, Intentional collaboration, Managing performance, Navigating ambiguity, Product Management, Stakeholder Management, Strategic Planning, Team Management, Waterfall Model Application Close Date: 18/08/2025 11:59 PMHow to Apply:
To submit your application, 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.
