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About the Role
As a Retail Life Claims Team Manager, you will lead a team of claims professionals, ensuring claims are handled with care, fairness, and technical excellence. This role balances people leadership with operational oversight to improve claims outcomes and support digital transformation.
Responsibilities
- Leading, coaching, and developing a team of Life Claims Assessors to deliver high performance and strong engagement.
- Driving quality claims outcomes through technical guidance, oversight, and continuous improvement.
- Ensuring claims and complaints are managed in line with regulatory, legal, and internal requirements.
- Building strong relationships with internal stakeholders, advisers, reinsurers, and customers.
- Owning team performance, workload management, and delivery against service level expectations.
- Managing Claims experience outcomes based on implementation of claims best practice guidelines that improve portfolio performance.
- Contributing insights to improve claims processes, customer experience, and broader business outcomes.
Requirements
- Proven experience leading teams within Life Insurance claims.
- Strong end-to-end Retail Life Insurance claims knowledge across a broad range of products.
- Demonstrated experience managing performance, coaching capability, and developing talent.
- Demonstrated experience managing claims performance across the team that improve claims experience and outcomes for the portfolio.
- Experience working within regulatory and compliance-driven environments.
- Ability to manage escalated claims, complaints, and complex stakeholder matters.
- Experience contributing to change, improvement, or transformation initiatives.
Skills
- People leadership
- Operational oversight
- Claims handling
- Customer outcomes
- Business performance
- Team development
- Technical guidance
- Stakeholder management
- Regulatory compliance
- Change management
Location
- Hybrid
Work Type
- Hybrid
- Full-time
Experience Level
- Team leadership experience
- Life Insurance claims experience
Benefits
- 5 weeks of annual leave
- 15 days of personal/carer’s leave
- Family Care (parental leave)
- Hybrid working arrangement (3 days in office, 2 days remote)
- Access to wellbeing programs
- AUD$500 wellbeing payment per year
- AUD$295 new starter e-voucher for work-from-home setup
- Award-winning training programs
- Global mobility opportunities
- Volunteer opportunities
- State-of-the-art Green Star rated offices
- Tree planted for every new employee
About the Company
- Forbes 2024 ‘World’s Best Employers’
- Fortune’s ‘World’s Most Admired Companies’ for 2025
- A leader in the insurance industry
- On a journey towards becoming Australia's leading digital insurer
- A values-driven global organisation experiencing real growth and transformation
- Committed to making a tangible difference and taking continuous steps towards a sustainable future
- WGEA accredited
- Family Inclusive Workplace certified
- Gold AWEI Employer
- Pride in Diversity member
Equal Opportunity
- Zurich is an equal opportunity employer.
- Committed to ensuring that our recruitment process is fair and accessible for all candidates.
- Encourages candidates to request special accommodations for the recruitment process.