Head of Claims - General Insurance Consumer

A new transformational adventure awaits you…

How does 5 weeks of annual leave, a fulfilling career you'll genuinely enjoy, and working for a reputable organization that promotes wellbeing and drives digital transformation sound to you?

As one of Forbes 2024 ‘World’s Best Employers’ and Fortune’s ‘World’s Most Admired Companies’ for 2025, Zurich - a leader in the insurance industry, is on a journey towards a brighter future… A brighter future for you - focused on your career, your wellbeing, and your community - as well as our customers and the planet.

Join us on this thrilling journey as we work towards our vision of becoming Australia's leading digital insurer. If you're eager to be part of a values-driven global organisation that's experiencing real growth and transformation, and if you share our commitment to making a tangible difference and taking continuous steps towards a sustainable future for our people, customers, communities, and our planet, then keep reading!
 

Let’s create a brighter future together, let’s make a difference  

It’s important to know, what you do matters. At Zurich, we don’t just cover, we care.

As the Head of Claims – General Insurance (GI) Consumer, you’ll play a pivotal leadership role shaping how we deliver claims outcomes across our Home and Motor portfolios. This role will lift customer experience, strengthen claims performance, and enable profitable growth through a modern, digitally enabled claims model.

You’ll lead at scale, working closely with strategic partners and senior stakeholders to balance customer care, technical discipline, and financial outcomes. With transformation well underway, this is your opportunity to influence how claims work today and how it evolves for tomorrow.

You will also be responsible for the following:

• Leading the GI Consumer Claims strategy across Home and Motor portfolios to deliver strong customer and commercial outcomes.


• Building and inspiring a high-performing claims crews with clear purpose, priorities, and accountability.


• Taking the lead as our General Insurance – Consumer Claims, Natural Hazard Catastrophe response leader, operationalising the Zurich Catastrophe Response, and being the market facing presence for our communities and customers.


• Driving effective strategic partnerships that deliver seamless, end-to-end claims experiences.


• Uplifting customer experience through digital-first, simple, and transparent claims journeys.


• Owning claims cost performance and contributing to portfolio profitability and sustainable growth.


• Ensuring strong governance, risk management, and regulatory compliance across claims operations.

Important to your success – let’s grow together

You’re a purpose-led leader who brings clarity, confidence, and care to complex environments. You thrive on collaboration, value diverse perspectives, and balance strategic thinking with a genuine focus on customers and people.

In order to be successful, you will have the following:

• Extensive leadership experience within General Insurance Consumer claims across complex portfolios – including oversight and active management of supply chain and vendors across Motor and Home claims.


• Extensive experience leading and managing Claims Natural Hazards Catastrophe Response.


• Strong background in driving claims strategy, transformation, and operational excellence.


• Demonstrated experience managing large teams and partner-led operating models.


• Proven commercial acumen with the ability to influence financial and portfolio outcomes.


• Deep understanding of regulatory, governance, and risk requirements in general insurance.


• Experience leveraging data and digital capability to improve customer and business outcomes.

Belong. Zurich is here to support you 

There are so many reasons why Zurich is a great place to be and the right choice for you, but here are just a few.

• Enjoy 5 weeks of annual leave for permanent staff through our Z leave initiative, along with 15 days of personal/carer’s leave as we empower our people to manage their own wellbeing. Plus, access to Family Care (parental leave).


• Benefit from a hybrid working arrangement – 3 days in the office and 2 days working from home per week for full-time employees.


• Access programs to stay healthy and feel healthier, receive an AUD$500 wellbeing payment per year, and a AUD$295 new starter e-voucher for your work-from-home setup (flex work - hybrid working), along with other great benefits through our Shine portal.


• Grow and thrive in your career with our award-winning training programs. We support and encourage your development because our strength lies in our people, and we value your individuality.


• Work with global, diverse, and inclusive teams; explore your passions, fuel innovation, drive equity, collaborate, and make a positive difference beyond your role.


• Take advantage of global mobility opportunities across more than 200 countries worldwide.


• Volunteer and work in our state-of-the-art Green Star rated offices (when you are in the office) and dress for your day.


• We plant a tree for every new employee.


• Not to mention our various employer of choice awards/memberships – WGEA; Family Inclusive Workplace; Gold AWEI Employer, Pride in Diversity… to name a few.

We could go on, but the main point is that Zurich is a great place to be, where you can truly belong, be yourself, maintain work/life balance, and thrive in a supportive environment. 
 

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.  
 

So, if you want to come on an adventure that will build a brighter future together, and feel a sense of togetherness, then please apply today to start your adventure!