Disputes Insights Manager

Zurich Australia; North Sydney; Hybrid; AUD 130,000 - 160,000; Full time

Benefits offered by this job

Leave benefits

Hybrid work

Wellbeing payment

New starter voucher

Career training

Global mobility

Volunteer program

Tree planting

Awards & memberships

Job summary

Zurich Australia is seeking a Disputes Insights Manager to turn insights and reviews into measurable improvements across the dispute resolution landscape. You’ll collaborate enterprise-wide to uplift quality, ensure regulatory compliance, and shape automation strategies with stakeholders.

This role offers hybrid work and a strong focus on continuous improvement. Join a values-led global insurer, driving customer outcomes, governance, and knowledge sharing while advancing your career in a dynamic

Qualifications

• 2+ years’ experience in Life and/or General Insurance.
• Strong analytical capability with reporting and identifying trends.
• Experience conducting quality assurance, auditing or control reviews.
• Root Cause Analysis and practical solutions to reduce complaints.
• Knowledge of ASIC RG271 and Life/General Insurance codes.
• Strong stakeholder management and communication.
• Experience with Lean, agile or process improvement; automation mindset.

Responsibilities

• Strengthen dispute resolution outcomes through insights and reviews.
• Lead QA, control reviews and regulatory compliance.
• Develop automation strategies and partner with stakeholders.
• Drive cross-enterprise improvement and knowledge sharing.
• Identify trends and opportunities to reduce complaints.

Skills

Insurance knowledge

Data analysis

QA and audits

Root cause analysis

Regulatory codes RG271

Stakeholder mgmt

Lean & Agile

Automation mindset

Job description

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

• 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‑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.