Hybrid Disputes Insights & Automation Lead

Zurich Insurance Group; North Sydney; Hybrid; AUD 120,000 - 160,000; Full time

Benefits offered by this job

Five weeks leave

Hybrid work

Wellbeing payment

New starter voucher

Shine portal

Global mobility

Green offices

Tree planting

Job summary

Zurich Insurance Group is seeking a Disputes Insights Manager to join our Dispute Resolution Team in Australia. You will translate insights, quality reviews and process improvements into actions that enhance dispute outcomes and regulatory compliance, across the enterprise.

You will drive QA, monitor trends, and develop automation strategies with stakeholders to improve customer outcomes and reduce complaints within the dispute resolution landscape.

Qualifications

• 2+ years in Life and/or General Insurance with strong knowledge of products and delegated partner arrangements.
• Proven reporting and insights experience to identify trends and drive business outcomes.
• Experience conducting quality assurance, audits or control reviews and assessing risk for regulatory compliance.
• Ability to perform root cause analysis and recommend practical process improvements.
• Knowledge of ASIC RG271 and Life/General Insurance Codes of Practice.
• Strong stakeholder management and cross-team collaboration.
• Experience with Lean, agile methods or process improvement and automation.

Responsibilities

• Strengthen dispute resolution outcomes by turning insights and quality reviews into actionable improvements.
• Collaborate enterprise-wide to conduct QA, support regulatory compliance, and uplift quality standards.
• Identify trends, monitor progress, and drive continuous improvement across the dispute resolution landscape.
• Develop practical automation strategies and partner with stakeholders to implement solutions.
• Promote knowledge sharing and cross-functional collaboration to improve customer outcomes.

Skills

Insurance knowledge

Analytics & reporting

QA / auditing

Root cause analysis

Regulatory compliance

Stakeholder management

Lean / agile / automation

Job description

Zurich Insurance Group is seeking a Disputes Insights Manager to join our Dispute Resolution Team in Australia. You will translate insights, quality reviews and process improvements into actions that enhance dispute outcomes and regulatory compliance, across the enterprise.

You will drive QA, monitor trends, and develop automation strategies with stakeholders to improve customer outcomes and reduce complaints within the dispute resolution landscape.