Primary DetailsTime Type: Full time

Worker Type: Employee

Location: Sydney/ Parramatta (preferred), open to other locations.2 roles available1 Permanent full time1 Fixed Term Contract (6 months)Hybrid role, happy to talk flexible working

The opportunity

At QBE, we’re committed to fair, transparent and customer‑focused outcomes. As part of our continued uplift under ASIC Regulatory Guide 271 (RG 271), we’re establishing a new Systemic Issues function within our Customer Relations team.

We’re seeking experienced Systemic Issues Specialists to identify, investigate and determine possible systemic issues arising from customer complaints across our General Insurance business. This newly created role offers the opportunity to shape how QBE proactively manages risk, improves customer outcomes and strengthens regulatory compliance.

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

Reporting into the Customer Relations Operations team, you will manage possible systemic issues end‑to‑end, from triage and investigation through to determination and closure. Acting as a subject matter expert, you’ll partner with the business and Compliance to identify root causes and ensure outcomes are appropriately documented and remediated.

You will:

Lead the end‑to‑end identification, triage, investigation, determination and monitoring of possible and confirmed systemic issues arising from customer complaints, in line with ASIC Regulatory Guide 271.Conduct detailed root‑cause analysis using complaints data, systems insights and operational metrics to identify trends, emerging risks and drivers of customer detriment.Partner closely with business units, Compliance and other stakeholders to validate findings, challenge assumptions and define appropriate resolution pathways, while acting as a subject matter expert.Ensure all systemic issues are accurately documented, governed and escalated in accordance with internal frameworks, legislative requirements, industry codes and regulatory expectations.Prepare clear insights, recommendations and reports to support continuous improvement of products, processes and services, and assist with internal and external regulatory reporting.Support and coach frontline and IDR teams to strengthen systemic issue identification, promote proactive escalation, and contribute positively to team culture and customer‑focused outcomes.

About you

You will be a seasoned professional with proven experience operating in complex, risk‑heavy governance environments and a genuine focus on delivering better customer outcomes.

You will have:

Demonstrated experience within the General Insurance industry, with strong knowledge of end‑to‑end insurance processes.Proven background in complaints management, risk, governance or compliance roles within insurance services.Strong understanding of regulatory obligations, including dispute resolution frameworks and industry codes.Experience leading or contributing to investigations, including root‑cause analysis and issue determination.Sophisticated stakeholder engagement skills, with the confidence to challenge constructively and influence outcomes.Excellent written communication and reporting skills, with relevant tertiary qualifications in legal, compliance, risk or a related discipline highly regarded.

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 Free holistic wellbeing coaching, nutritional, confidential counselling, financial and legal advice 18 weeks’ gender-equal flexible leave for all new parents, including paid super 

To learn more about benefits of working with us, click here. 

Awards & 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 2023 Most Inclusive Workplace at the Australian HR Institute (AHRI) AwardsRanked in the top ten in the AAGE Top Graduate Employers 2025 for medium sized program as voted by graduates  

To learn more about our achievements, click here. 

How to Apply  

If you’re looking for a career that combines your expertise and your empathy, click Apply today. Successful applicants will need to complete work rights, police and credit checks through our online provider as a condition of employment. 

Your career. At the heart of it.  

QBE recognises 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 recruitment@qbe.com. 

Skills:

Commercial Acumen, Communication, Compliance Programs, Critical Thinking, Insurance Regulations, Intentional collaboration, Managing performance, Process Improvements, Regulatory Compliance, Risk Management, Self Motivation, Stakeholder Management, Strategic Management, Strategic Planning, Waterfall Model

Application Close Date: 21/02/2026 11:59 PM

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.