Service Excellence Lead, Reinsurance - QBE Management Services (UK) Limited : Job Details

Primary Details

• Location: London

• Type: Permanent, full time

• Hybrid role, happy to talk flexible working

The Opportunity:  

We’re looking for a Service Excellence Lead to support the Reinsurance & Operations divisions by identifying, shaping, and enabling the delivery of change initiatives. Acting as a key link between strategic intent and operational execution, this role ensures that change is aligned, practical, and ready to be implemented across the organisation.

You’ll work closely with strategy leads, business stakeholders, and the CTO to translate ideas into structured initiatives, validate business cases, and support the delivery of meaningful, measurable outcomes.

Your New Role:  

As a Service Excellence Lead, you will:

• Collaborate with strategy and business teams to understand objectives, facilitate workshops, and shape change opportunities

• Identify and assess potential initiatives, ensuring they are clearly scoped, aligned with CTO requirements, and ready for implementation

• Review and validate business cases, analysing assumptions, benefits, and risks to ensure strategic fit and feasibility

• Engage early with stakeholders to gather input, build consensus, and maintain clear and consistent communication throughout the change process

• Promote a culture of continuous improvement by identifying best practices and monitoring the impact of change initiatives

• Act as the Relationship Manager for Insurance, Reinsurance & Operations change, providing feedback and shaping the future of the change service

• Influence organisational planning, structure, and collaboration efforts to support effective change delivery

• Work closely with the CTO and senior leaders to ensure alignment between strategic goals and operational execution 

About you:   

You’re a confident and experienced change professional with a strong background in Underwriting, Portfolio Management, or Pricing within the Reinsurance sector. You understand how to turn strategic ideas into practical, well-structured initiatives and are passionate about enabling change that delivers real value.

We’re looking for someone who can demonstrate:

• Experience in change management or service excellence, ideally within a Reinsurance environment

• Strong understanding of business operations, with firsthand experience of Underwriting, Portfolio Management, or Pricing

• Ability to translate strategy into action, shaping initiatives that are aligned, feasible, and ready for delivery

• Confidence in reviewing business cases, identifying risks and opportunities, and making sound recommendations

• Excellent stakeholder engagement skills, with the ability to influence, align, and inspire across all levels

• Strong communication and facilitation skills, able to simplify complex ideas and bring people together

• Cross-functional awareness and relationship-building, with a collaborative and proactive approach

• Resilience and adaptability, staying focused on outcomes and navigating change with confidence 

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.  

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

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://careers/flex-qbe/). 

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.  

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

At My Best - QBE Benefits  

You are more than your work – and QBE is more than a workplace, which is why we provide you with the benefits, support and flexibility to help you concentrate on living your best life personally and professionally.  As well as the benefits below we also offer an extensive choice of other options to suit you!