Senior General Insurance Complaints SME

transformational adventure awaits you… 

How does 5 weeks leave per year, an impactful career that you’ll truly love, and working for a trustworthy organisation that empowers wellbeing and is accelerating digital transformation sound like 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. 

This exciting adventure will drive positive impact towards our vision to be Australia’s leading digital insurer. So, if you want to be part of a values led global organisation, where real growth and transformation is happening, along with our track record of making a real difference of continuously taking steps toward a sustainable future for our people, customers, communities, and our planet…read on!

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.

Are you a General Insurance Complaints expert who thrives on shaping better customer outcomes and bringing best practice to life? This is a unique opportunity to make a meaningful impact across Home, Contents and Motor Insurance, working in a project-led environment where your technical expertise will help uplift how Zurich identifies, manages, and resolves complaints.

As our General Insurance Complaints Subject Matter Expert, you’ll play a critical role in strengthening Zurich’s complaints handling capability, supporting regulatory compliance, and embedding consistent, fair, and customer-centric practices across the organisation.

You’ll provide strategic guidance, technical advice, and implementation support across complaints frameworks, with a strong focus on RG271 and the General Insurance Code of Practice. Partnering closely with business stakeholders and team leaders, you’ll help design, enhance and embed practical processes that support clear decision-making, strong governance, and positive outcomes for customers.

Your key responsibilities will include:

• Act as the General Insurance Complaints SME across Home, Contents and Motor, providing expert guidance on RG271, GICOP, ICA and relevant regulatory requirements.
• Provide technical input and oversight on complex, high-risk and escalated complaints, including matters raised with the Board, CEO or Executives.
• Lead end-to-end project implementation, ensuring changes to complaint handling processes are effectively embedded across teams.
• Design, draft, and implement complaint frameworks, process guides, SOPs and supporting materials to strengthen consistency and governance.
• Develop and deliver training, coaching and capability uplift initiatives for frontline and dispute resolution teams.
• Partner with stakeholders, senior leaders and working groups to align complaint handling practices, identify risks and drive continuous improvement.
• Quality check IDR cases, provide coaching and prepare written submissions or independent reviews where required.

Important to your success - Unlock your potential

• General Insurance experience across Home, Contents and Motor
• RG271, GICOP, ICA and compliance knowledge
• Complex complaints and governance experience
• Project delivery and embedding change
• Trusted SME capability
• Analytical/root cause skills
• Executive communication, customer correspondence, and training capability

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.

• 5 weeks leave per year for permanent staff through our Z leave initiative, as well as 15 days personal/carer’s leave (as we empower our people to manage their own wellbeing), plus access to Family Care (parental leave)

• Hybrid working arrangement - office 3 days and WFH 2 days p/w standard for FT employees

• Access programs to stay healthy and feel healthier along with receiving a AUD$500 wellbeing payment per year, plus an AUD$295 new starter e-voucher for your WFH set up (flex work - hybrid working), and other great benefits through our Shine portal

• Grow, and thrive in your career (we support and encourage it) with award winning training programs. As our strength is 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

• 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, have 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.

So, if you want to come on an adventure that will build a brighter future together, and feel a sense of togetherness, then please apply today to start your adventure_!_