Time Type: Full time
Worker Type: Employee
Head of Operations & Enablement
- Location: Sydney or Parramatta
- Type: Permanent, full time
- Hybrid role, Happy to talk flexible working
The opportunity
We're seeking a Head of Operations & Enablement to play a pivotal leadership role within QBE's Consumer business, helping shape the future of customer operations across our assisted channels and partner network. As a key member of the Consumer leadership team, you'll drive operational strategy, capability uplift and transformation to support exceptional customer and partner experiences.
Working closely with leaders across the business and our strategic partners, you'll identify opportunities to improve how we operate, leverage innovation and AI-enabled solutions, and help build the capabilities, processes and ways of working needed to support sustainable growth and future business priorities.
About QBE
At QBE, we get to the heart of what matters for our customers. And we do it all with a human touch.
We’re an international insurer with more than 13,000 people working across 26 countries – which means we’re big enough for your ambitions, yet small enough for you to make a real impact. It’s an exciting time. We’re building momentum towards our vision to become the most consistent and innovative risk partner.
What if you could have a positive impact – at work and in the world? As part of the QBE team, you’ll get to spend every day working with people who are passionate, talented and kind.
Your new role
As Head of Operations & Enablement, you'll lead the strategic roadmap for operational excellence, and customer experience, partnering closely with leaders across the business to shape future-state operations and deliver meaningful change. This role is accountable for designing future-ready operating models, driving transformation initiatives and ensuring our people, processes and technology are positioned to support growth, compliance, service excellence and evolving customer needs.
- Develop and execute strategic initiatives that enhance operational performance, customer experience and business outcomes.
- Partner with senior leaders to drive process improvement, change management, automation and technology uplift initiatives.
- Design future operating models, capabilities and ways of working to support business objectives through to 2030 and beyond.
- Optimise resource utilisation and shared services processes to drive efficiency and scalability.
- Drive innovation through automation, AI and emerging technologies to improve customer outcomes, employee experience and operational efficiency.
- Contribute as a senior leader within the Consumer business, influencing strategic priorities, investment decisions and long-term business performance
- Lead and develop high-performing teams while fostering collaboration, accountability and continuous improvement.
About you
You are a strategic and forward-thinking operational leader who can translate customer insights, business priorities and emerging trends into initiatives that improve operational performance and customer outcomes. You have a proven track record leading change, influencing senior stakeholders and developing strategies that position organisations for future success.
- Significant leadership experience in operations, business enablement, strategy or transformation within the insurance industry.
- Experience leading customer operations, contact centres, service delivery or operational transformation functions in complex organisations.
- Strong understanding of customer service channels, workforce enablement and partner-led operating models.
- Proven ability to develop and execute operational strategies and improvement roadmaps.
- Experience delivering large-scale transformation initiatives, including digital, automation and AI-enabled change.
- Strong commercial acumen with the ability to translate performance data and insights into action.
- Demonstrated success influencing senior stakeholders, building cross-functional partnerships, and leading high-performing teams.
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
- Life Leave, supporting the life events we all experience, leaving your annual leave for rest
- 18 weeks’ gender-equal flexible leave for all new parents, including paid super
- A range of discounts on insurance products, car hire, hotels, goods and services
To learn more about benefits of working with us, click here.
Rewards & Recognition
We value our employee’s experience with us and are proud to have been recognised for the following awards:
- 2025 Winner of Excellence in Diversity, Equity & Inclusion Award at the Insurance Business Australia Awards for our Respect@QBE program
- Platinum employer on the Australian Workplace Equality Index (AWEI) – the definitive national benchmark on LGBTQI+ workplace inclusion
- Ranked in the top ten in the AAGE Top Graduate Employers 2025 for medium sized program as voted by graduates
APPLY NOW and let’s make it happen!
If you’re looking for a career that combines your expertise and your empathy, click Apply today. Your career. At the heart of it.
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 access requirements, alternative work arrangements or you would like to connect with one of our networks please contact us at [email protected].
Skills:
Business Management, Coaching for success, Collaboration Tools, Critical Thinking, Influencing, Intentional collaboration, Managing performance, Navigating ambiguity, Operational Risks, Operations Improvement, Operations Management, Process Improvements, Self Motivation, Sound Judgment, Stakeholder Management, Strategic Management
Application Close Date: 18/08/2026 11:59 PM
How 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.
