Manager, Operational Capability and Enablement

About the role

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

Key responsibilities

• 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 give 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 turn specialist requirements into effective frontline execution.
• Drive continuous improvement across the claims value chain, removing friction and strengthening scalability, capacity and resilience.

Required profile

• Substantial experience in general insurance claims operations, ideally across Home and Motor Retail Claims.
• Demonstrated ability to design, document and embed 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 in 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.

What we offer

• 5 weeks of annual leave for permanent staff and 15 days of personal/carer's leave, plus Family Care parental leave.
• Hybrid working: 3 days in the office and 2 days from home per week for full-time employees.
• AUD$500 wellbeing payment per year and an AUD$295 e-voucher for a work-from-home setup.
• Award-winning training programs and global mobility opportunities across more than 200 countries.