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About the Role

Join Zurich, a Forbes 2024 ‘World’s Best Employers’ and Fortune's ‘World's Most Admired Companies’ for 2025, as a New Business & Service IDR Team Manager on a 12-month contract. This role is crucial in leading a team of Complaint Case Managers to manage complex life claims complaints, deliver fair outcomes, and drive digital transformation towards becoming Australia’s leading digital insurer. You will be part of a values-led global organization focused on growth, transformation, and making a real difference.

Responsibilities

Lead and coach a team of Complaint Case Managers to deliver fair, timely, and customer-focused complaint outcomes.
Provide guidance on complex complaint resolution, including escalated customer matters.
Identify opportunities to improve dispute resolution processes, reduce escalations, and drive efficiency.
Embed business improvement initiatives and ensure processes are clearly documented and understood by the team.
Build strong relationships with stakeholders across Life, General Insurance, Investments, and Claims.
Share complaint trends and customer insights in senior forums to support better business outcomes.
Develop team capability through coaching, training, and support, empowering the team to resolve customer problems effectively.

Requirements

Experience in Life and/or General Insurance, ideally with exposure to Group Superannuation Insurance.
Strong knowledge of insurance claims, complaint resolution, and customer service best practice.
Sound understanding of relevant insurance legislation, regulations, industry codes, and internal policies.
Ability to manage complex complaints, repair customer relationships, and support positive retention outcomes.
Confidence engaging with senior stakeholders and clearly communicating compliance risks and dispute resolution approaches.
Experience preparing clear, customer-focused written communications.
Knowledge of ASIC RG271, Life Code of Practice, and General Insurance Code of Practice.

Skills

Complaint resolution
Customer service
Stakeholder management
Team leadership
Process improvement
Written communication

Location

Australia

Work Type

12-month contract
Hybrid working arrangement (3 days office, 2 days WFH)

Experience Level

Management experience
Experience in insurance claims and complaint resolution

Benefits

5 weeks leave per year (Z leave initiative)
15 days personal/carer’s leave
Access to Family Care (parental leave)
AUD$500 wellbeing payment per year
AUD$295 new starter e-voucher for WFH set up
Award-winning training programs
Global mobility opportunities
Volunteer opportunities
Work in Green Star rated offices

About the Company

Zurich is a leader in the insurance industry.
Recognized as Forbes 2024 ‘World’s Best Employers’ and Fortune's ‘World's Most Admired Companies’ for 2025.
Committed to empowering wellbeing and accelerating digital transformation.
A values-led global organization making a real difference towards a sustainable future.
Focuses on employee career growth, wellbeing, and community impact.

Equal Opportunity

Zurich is an equal opportunity employer.
Committed to ensuring a fair and accessible recruitment process for all candidates.
Encourages candidates to request special accommodations for the recruitment process.