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About the Role

This role is a unique opportunity to make a meaningful impact across Home, Contents and Motor Insurance by strengthening Zurich’s complaints handling capability, supporting regulatory compliance, and embedding consistent, fair, and customer-centric practices. You will provide strategic guidance, technical advice, and implementation support across complaints frameworks, focusing on RG271 and the General Insurance Code of Practice, and partner with stakeholders to design, enhance, and embed practical processes.

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

Experience Level

Senior

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)
AUD$500 wellbeing payment per year
AUD$295 new starter e-voucher for your WFH set up
Global mobility opportunities across more than 200 countries worldwide
Volunteer opportunities
Work in 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.
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, we encourage you to please let us know at the time of your application.