Mgmr, Operational Capability and Enablement

Zurich Insurance; Brisbane; Hybrid; AUD 150,000 - 190,000; Full time

Benefits offered by this job

5 weeks annual leave (Z leave)

Hybrid work 3 days in office / 2 days'

Wellbeing payment AUD 500 per year

New starter e-voucher AUD 295

Global mobility to 200+ countries

Green Star offices and volunteering

Tree planting for new employees

Job summary

Zurich Insurance is seeking a Manager, Operational Capability and Enablement to shape how Home and Motor Claims operate, turning strategy and regulatory change into practical, sustainable ways of working for teams and customers.

You will lead with Claims leaders, suppliers and cross-functional partners to strengthen the operating model, readiness for growth and change, and ensure fair, consistent outcomes for customers.

Qualifications

• Significant experience in general insurance claims operations, ideally Home and Motor Retail Claims.
• Ability to design, document and embed operational processes and controls.
• Experience integrating external suppliers into service delivery models.

Responsibilities

• Design and continuously improve end-to-end Home and Motor Claims operating model, including customer and supplier journeys, workflows and standards.
• Lead process governance, operational controls and knowledge management for frontline teams.
• Establish management rhythms and insights for operating performance, risks, dependencies and priorities.
• Lead integration and readiness of new products, partners, technology changes and strategic initiatives.
• Collaborate with Risk, Compliance, Legal, Product, Technology and Procurement to translate requirements into frontline execution.
• Drive continuous improvement across the claims value chain to improve scalability and resilience.

Skills

General insurance operations

Process design & embedding

Operational governance

Change management

Stakeholder influence

Job description

Mgmr, Operational Capability and Enablement

137701

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 Manager, Operational Capability and Enablement, you will play a senior leadership role within GI Consumer Claims and help shape how our Home and Motor Claims operations work. You will turn strategy, technology and regulatory change into practical, sustainable ways of working that support our people and deliver fair, consistent outcomes for customers.

Working with Claims leaders, supplier partners and teams across the business, you will strengthen our operating model, build operational capability and improve readiness for growth and change. Your leadership will help create a resilient, scalable operation that balances customer experience, service, risk and cost outcomes.

You will also be responsible for the following:

• Design and continuously improve the end-to-end Home and Motor Claims operating model, including customer and supplier journeys, workflows and operational standards.
• Lead process governance, operational controls and knowledge management so frontline teams have clear, current and practical guidance.
• Establish management rhythms and insights that provide visibility of operational performance, emerging risks, dependencies and improvement priorities.
• Lead the operational integration and readiness of new products, distribution partners, technology changes and strategic initiatives.
• Partner with Risk, Compliance, Legal, Product, Technology and Procurement to translate specialist requirements into effective frontline execution.
• Drive continuous improvement across the claims value chain, removing friction and strengthening the operation’s scalability, capacity and resilience.

Important to your success – let’s grow together

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

• Substantial experience in general insurance claims operations, ideally across Home and Motor Retail Claims.
• Demonstrated capability in designing, documenting and embedding operational processes, controls and ways of working.
• Experience integrating external suppliers into service delivery models and customer journeys.
• Strong delivery capability across process, people and technology change, including operational readiness, adoption and continuous improvement.
• Sound judgement when balancing customer outcomes, claims cost, compliance, service and scalability.
• Proven ability to influence frontline operations, Product, Technology and enterprise functions without relying on direct authority.

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.