Senior Manager, Operational Capability & 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

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.