Manager, Claims, Macau

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# Primary Details
Time Type: Full time

Worker Type: Employee

The purpose of this role is to achieve retention and growth objectives of key agency partnerships through supporting the operational teams to deliver a consistent, proactive and insightful customer experience. This role involves providing leadership, and direction, and driving change initiatives within the team to optimise operational activities and continuously improve customer experience.

Role Highlights

- Macau, hybrid working arrangement and permanent role
- Happy to talk flexible working

The Opportunity

Are you looking for a client-facing claims role where your technical expertise can make a real difference?

In this role, you will manage employees’ compensation claims, support timely and fair claims outcomes, and act as a trusted point of contact for client enquiries. You will play an important part in strengthening service delivery, building client confidence and helping QBE deliver meaningful support when it matters most.

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

- Ensure legitimate claims are paid in accordance with policy conditions by providing technical expertise and leadership in employees’ compensation claims.
- Provide claims insights and feedback to underwriting and other internal stakeholders to support account management and portfolio performance
- Contribute to the development and implementation of the Claims service strategy to support business targets.
- Build strong business relationships with internal and external stakeholders to achieve targets.
- Forecast Claims activity based on business levels and industry knowledge to support decision-making.
- Develop processes aligning the Claims function with business needs and collaborate with other functions.
- Recommend process enhancements to improve efficiency.
- Foster relationships with key stakeholders to enhance brand and service offerings.
- Establish relationships with key stakeholders to fully support business needs.
- Monitor renewal schedules of significant accounts and provide necessary claims information.
- Raise the Claims profile with Internal and External Customers.
- Drive advocacy with our major trading partners

About You

- Experience managing employees’ compensation claims, with sound technical judgement and the ability to make fair, timely claims decisions.
- Confident communicating with clients on claims enquiries, updates and service matters in a clear, professional and customer-focused way.
- Able to manage complex or sensitive claims situations with empathy, accuracy and attention to policy requirements.
- Strong stakeholder management skills, with the ability to work closely with clients, brokers, service providers and internal teams.
- Comfortable supporting a major client account, ideally with exposure to high-volume claims environments such as hospitality, gaming, retail or other customer-facing industries.
- A collaborative, solutions-focused approach, with the confidence to step into a client-facing claims role and contribute to service improvements.

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

·        Free holistic wellbeing coaching, nutritional, confidential counselling, financial and legal advice

Awards & Recognition

We value our employee’s experience with us and are proud to have been recognised for the following awards:

·        Qorus Reinvention Awards APAC 2025: Gold winner in the ESG category

·        Digital Insurance Awards APAC: Digital Insurance - Insurer Leader 2025

·        HKB Technology Excellence Awards: Automation - Insurance

How to Apply

If you’re looking for a career that combines your expertise and your empathy, click Apply today.

Your career. At the heart of it.

Skills:
Claims Administration, Coaching, Communication, Critical Thinking, Customer Value Management, Intentional collaboration, Managing performance, Negotiation, Portfolio Management, Process Improvements, Relationship Management, Risk Management, Service Delivery, Sound Judgment, Stakeholder Management

How to Apply:

To submit your application, click "Apply" and 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.