Disputes Insights Manager

About the role

Zurich is looking for a Disputes Insights Manager to join its Dispute Resolution Team, reporting to the Disputes Governance & Insights Manager. The role strengthens dispute resolution outcomes by turning insights, quality reviews and process improvements into action, working enterprise-wide with business segments.

Key responsibilities

• Conduct Quality Assurance and Control Reviews with business segments, supporting regulatory compliance and raising quality standards
• Monitor progress, identify trends and opportunities, and drive continuous improvement across dispute resolution
• Review existing processes, develop practical automation strategies and partner with stakeholders to improve customer, regulatory and operational outcomes

Required profile

• 2+ years' experience in Life and/or General Insurance with strong technical knowledge of products, services and delegated partner arrangements
• Proven reporting, insights generation and trend analysis experience
• Experience in quality assurance, auditing or control reviews, assessing risk and supporting regulatory compliance
• Ability to perform Root Cause Analysis and recommend practical solutions to reduce complaints and improve processes
• Knowledge of ASIC RG271 and industry codes, including the Life Code of Practice and General Insurance Code of Practice
• Stakeholder management, communication and influencing skills
• Lean, agile or process improvement experience with a mindset for automation and continuous improvement

What we offer

• 5 weeks leave per year for permanent staff (Z leave) plus 15 days personal/carer's leave and Family Care
• Hybrid working: office 3 days and WFH 2 days per week for full-time employees
• Wellbeing programs, a $500 wellbeing payment per year and a $295 new starter e-voucher
• Award-winning training programs and global mobility opportunities