Retail Claims Team Manager

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 a Retail Life Claims Team Manager, you’ll lead a team of claims professionals who make a real difference at some of the most critical moments in our customers’ lives. This role ensures claims are handled with care, fairness, and technical excellence, while delivering strong customer outcomes and sustainable business performance.

You’ll sit at the heart of our Life & Investments Claims function, balancing people leadership with operational oversight. Your impact will be felt through a high-performing, engaged team, improved claims outcomes, and continuous improvements that support Zurich’s digital and service transformation.

You will also be responsible for the following:

• Leading, coaching, and developing a team of Life Claims Assessors to deliver high performance and strong engagement.


• Driving quality claims outcomes through technical guidance, oversight, and continuous improvement.


• Ensuring claims and complaints are managed in line with regulatory, legal, and internal requirements.


• Building strong relationships with internal stakeholders, advisers, reinsurers, and customers.


• Owning team performance, workload management, and delivery against service level expectations.


• Managing Claims experience outcomes based on implementation of claims best practice guidelines that improve portfolio performance.


• Contributing insights to improve claims processes, customer experience, and broader business outcomes.

Important to your success – let’s grow together

You’re a people-first leader who brings clarity, empathy, and confidence to your work. You thrive in complex environments, enjoy collaborating across teams, and are motivated by making a meaningful difference for customers and your people.

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

• Proven experience leading teams within Life Insurance claims.


• Strong end-to-end Retail Life Insurance claims knowledge across a broad range of products.


• Demonstrated experience managing performance, coaching capability, and developing talent.


• Demonstrated experience managing claims performance across the team that improve claims experience and outcomes for the portfolio.


• Experience working within regulatory and compliance-driven environments.


• Ability to manage escalated claims, complaints, and complex stakeholder matters.


• Experience contributing to change, improvement, or transformation initiatives

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!