Disputes Insights Manager

Zurich Group; Australia; Hybrid; AUD 120,000 - 160,000; Full time

Benefits offered by this job

5 weeks leave per year

15 days personal/carer’s leave

Hybrid working arrangement

AUD$500 wellbeing payment per year

AUD$295 new starter e-voucher

Shine portal benefits

Award-winning training programs

Global mobility opportunities

Green Star office environment

Tree planting for new employees

Job summary

Zurich in Australia is seeking a Disputes Insights Manager to join the Dispute Resolution Team. You will turn insights, quality reviews and process improvements into practical actions across the business.

Reporting to the Disputes Governance & Insights Manager, you’ll lead enterprise-wide QA activities, monitor trends, and drive automation initiatives to enhance customer, regulatory and operational outcomes.

Qualifications

• 2+ years’ Life/General Insurance experience with knowledge of insurance products.
• Strong analytical capability with reporting and insights generation.
• Experience with QA, auditing or control reviews and regulatory compliance.
• Root Cause Analysis skills with practical improvement recommendations.
• Knowledge of ASIC RG271 and Life/General Insurance Codes.
• Stakeholder management and influencing skills across organizations.
• Lean fundamentals or Agile/process-improvement mindset, with automation focus.

Responsibilities

• Strengthen dispute resolution outcomes through insights and process improvements.
• Monitor progress, identify trends and opportunities, and drive continuous improvement across the dispute resolution landscape.
• Lead enterprise-wide QA activities, support regulatory compliance, and promote knowledge sharing.
• Identify smarter ways of working, develop automation strategies, and partner with stakeholders to implement solutions.

Skills

Insurance domain knowledge

Analytical capability

Quality assurance

Root Cause Analysis

Regulatory awareness

Stakeholder management

Lean / Agile mindset

Job description

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Disputes Insights Manager

135917

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.

An exciting opportunity exists for a Disputes Insights Manager to join our Dispute Resolution Team, reporting to the Disputes Governance & Insights Manager.

In this role, you’ll play a key part in strengthening dispute resolution outcomes by turning insights, quality reviews and process improvements into meaningful action. Working enterprise-wide , you’ll collaborate with business segments to proactively conduct Quality Assurance and Control Reviews, support regulatory compliance, uplift quality standards and promote knowledge sharing across teams. You’ll monitor progress, identify trends and opportunities, and help drive continuous improvement across the dispute resolution landscape.

You’ll also take a forward-looking approach to automation—reviewing existing processes, identifying smarter ways of working, developing practical automation strategies and partnering with stakeholders to bring solutions to life. This is a great opportunity to make a visible impact by improving customer, regulatory and operational outcomes through insight-led change.

Important to your success -Unlock your potential

• 2+ years’ experience in Life and/or General Insurance, with strong technical knowledge of insurance products, services and delegated partner arrangements.
• Strong analytical capability, with proven experience in reporting, insights generation and identifying trends that support better business outcomes.
• Experience conducting quality assurance, auditing or control reviews, with the ability to assess risk and support regulatory compliance.
• Demonstrated ability to perform Root Cause Analysis and recommend practical solutions to reduce complaints and improve processes.
• Sound knowledge of ASIC RG271 and relevant industry codes, including the Life Code of Practice and General Insurance Code of Practice.
• Strong stakeholder management, communication and influencing skills, with the ability to build trusted partnerships across Zurich and with external parties.
• Experience with Lean fundamentals, agile ways of working or process improvement, with a mindset for automation and continuous improvement.

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.