New Business & Service IDR Team Manager 6 month contract

A new transformational adventure awaits you… 

How does 5 weeks leave per year, an impactful career that you’ll truly love, and working for a trustworthy organisation that empowers wellbeing and is accelerating digital transformation sound like 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. 

This exciting adventure will drive positive impact towards our vision to be Australia’s leading digital insurer. So, if you want to be part of a values led global organisation, where real growth and transformation is happening, along with our track record of making a real difference of continuously taking steps toward a sustainable future for our people, customers, communities, and our planet…read on!

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.

We have a great 6-month contract opportunity for a New Business & Service IDR Team Manager to join our Dispute Resolution team.

In this role, you’ll lead a team of Complaint Case Managers responsible for managing complex life claims complaints and delivering fair, timely and customer-focused outcomes.

Key responsibilities will include:

• 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.

Important to your success - Unlock your potential 

• 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.

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.

• 5 weeks leave per year for permanent staff through our Z leave initiative, as well as 15 days personal/carer’s leave (as we empower our people to manage their own wellbeing), plus access to Family Care (parental leave)


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


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


• Grow, and thrive in your career (we support and encourage it) with award winning training programs. As our strength is 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

• 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, have 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!