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About the Role

This role is a unique opportunity to make a meaningful impact across Home, Contents and Motor Insurance, working in a project-led environment where your technical expertise will help uplift how Zurich identifies, manages, and resolves complaints. You will play a critical role in strengthening Zurich’s complaints handling capability, supporting regulatory compliance, and embedding consistent, fair, and customer-centric practices across the organisation. You’ll provide strategic guidance, technical advice, and implementation support across complaints frameworks, with a strong focus on RG271 and the General Insurance Code of Practice. Partnering closely with business stakeholders and team leaders, you’ll help design, enhance and embed practical processes that support clear decision-making, strong governance, and positive outcomes for customers.

Responsibilities

Act as the General Insurance Complaints SME across Home, Contents and Motor, providing expert guidance on RG271, GICOP, ICA and relevant regulatory requirements.
Provide technical input and oversight on complex, high-risk and escalated complaints, including matters raised with the Board, CEO or Executives.
Lead end-to-end project implementation, ensuring changes to complaint handling processes are effectively embedded across teams.
Design, draft, and implement complaint frameworks, process guides, SOPs and supporting materials to strengthen consistency and governance.
Develop and deliver training, coaching and capability uplift initiatives for frontline and dispute resolution teams.
Partner with stakeholders, senior leaders and working groups to align complaint handling practices, identify risks and drive continuous improvement.
Quality check IDR cases, provide coaching and prepare written submissions or independent reviews where required.

Requirements

General Insurance experience across Home, Contents and Motor
RG271, GICOP, ICA and compliance knowledge
Complex complaints and governance experience
Project delivery and embedding change
Trusted SME capability
Analytical/root cause skills
Executive communication, customer correspondence, and training capability

Work Type

Hybrid working arrangement - office 3 days and WFH 2 days p/w standard for FT employees

Benefits

5 weeks leave per year for permanent staff through our Z leave initiative
15 days personal/carer’s leave
Access to Family Care (parental leave)
Access programs to stay healthy and feel healthier
AUD$500 wellbeing payment per year
AUD$295 new starter e-voucher for your WFH set up
Award winning training programs
Global mobility opportunities across more than 200 countries worldwide
Volunteer and work in our state-of-the-art Green Star rated offices
We plant a tree for every new employee

About the Company

Forbes 2024 ‘World’s Best Employers’
Fortune's ‘World's Most Admired Companies’ for 2025
Leader in the insurance industry
Values led global organisation
Track record of making a real difference of continuously taking steps toward a sustainable future for our people, customers, communities, and our planet
We don't just cover, we care.
Global, diverse, and inclusive teams
Employer of choice awards/memberships – WGEA; Family Inclusive workplace; Gold AWEI employer, Pride in diversity

Equal Opportunity

Zurich is an equal opportunity employer.
We are committed to ensuring that our recruitment process is fair and accessible for all candidates.
If you require any special accommodations to participate in our recruitment process, please let us know at the time of your application.