Jo Hatcher
About Jo Hatcher
Jo Hatcher is the General Manager of Direct & Digital at QBE Insurance, where she leads the Direct Distribution business focusing on various insurance products. She has extensive experience in operational management and customer delivery, having held various roles at IAG and AAMI over the years.
Current Role at QBE Insurance Group
Jo Hatcher serves as the General Manager of Direct & Digital at QBE Insurance, a position held since 2019. In this role, she leads the Direct Distribution business, focusing on key insurance products including Motor, Home, and CTP insurance. Her responsibilities include driving strategic initiatives to enhance customer experience and operational efficiency within the organization.
Previous Experience at IAG
Prior to her current role at QBE, Jo Hatcher held various positions at IAG. She has been the Executive Manager of Customer Delivery since 2017 and served as the Senior Manager of Operations for Retail Business Insurance since 2014. Additionally, she acted as the Head of Operational Strategy and Planning for eight months in 2014. Her tenure at IAG has contributed to her extensive experience in customer delivery and operational management.
Background in AAMI
Jo Hatcher has a significant history with AAMI, where she worked in multiple roles from 2004 to 2010. Her positions included Operations Manager for PI Claims Lodgement, Operations Manager for PI Sales and Service, and Contact Centre Manager. During her time at AAMI, she focused on enhancing operational efficiency and customer satisfaction, which laid the groundwork for her future roles in the insurance industry.
Education and Expertise
Jo Hatcher studied at the University of Wollongong, where she earned a Bachelor of Science (B.S.) in Geography from 1994 to 1997. Her educational background complements her extensive professional experience in the insurance sector, particularly in managing contact centers and driving customer-focused initiatives.
Leadership in Operations Management
Throughout her career, Jo Hatcher has demonstrated strong leadership in operations management. She has successfully managed contact centers and led teams to improve operational efficiency and customer satisfaction. Her strategic approach has been instrumental in aligning business operations with customer value propositions across various organizations.