Meet the team - Rachel Carter, Service Delivery Analyst

Without her team, she explains, the delivery of the service that has come to define the QBE Automotive Protection proposition just wouldn’t be possible.

“We get involved in pretty much every aspect of operations,” says Rachel.

“We act as an escalation point for any issues that arise between teams, departments or clients and we support on all things governance, including credit control, compliance and distribution reviews.”

Her team also has the crucial responsibility of managing both the internal and external IT relationships – ensuring that any new client projects or service enhancements are delivered on time and on budget.

Promoting innovation through enhanced efficiency

Rachel explains that the team deliberately doesn’t get involved in the physical delivery of projects and services but instead acts as a ‘spotter plane’, running constant reconnaissance for QBE and highlighting areas ripe for improvement.

“A significant aspect of our role is supporting a culture of innovation by consistently challenging the status quo and promoting continuous improvement,” says Rachel.

While much of her focus is on making day-to-day operations as efficient and effective as possible, there is always one eye on the future.

“We bring a cohesiveness to the whole operation and make sure that everything we have going on in the business works the way we need it to now and will continue to do so in the future.”

Capacity, complexity and a commitment to clients

As a global business, QBE Automotive Protection could easily become a complex one. Rachel and her team play an essential role in streamlining this complexity and unifying operations across the globe.

“We’re very much a growth business but we can’t simply hire more and more people to manage that growth,” she says.

“We’re constantly looking at ways to improve our operational efficiency.

“We have to build the structure to support growth and make it scalable so we can bring in more clients while maintaining our excellent service levels.”

Supporting success across the business

QBE has ambitions to become the leading automotive protection provider globally and it is Rachel and her team, as much as the underwriters and claims handlers, who are going to make that ambition a reality.

“If we say we are going to do something, we have to make sure that promise is delivered,” she says.

“And that’s why the Service Delivery team exists.”