Senior Dispute Resolution Case Manager, General Insurance

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.

The Senior Disputes Resolution Case Manager – Partnerships, is responsible for managing complex escalated complaints related to General Insurance Claims and complaints directed to the CEO, Board, or Executives. Reporting to the Partnerships Disputes Resolution Manager, this role oversees intricate Internal Dispute Resolution (IDR) cases, prepares responses, and liaises with senior leaders. The position supports the wider team by analysing IDR data, conducting case studies, and delivering training to enhance skills and reduce cases escalating to external dispute resolution.

Additional responsibilities include quality checking IDR cases, mentoring staff, and triaging legal support when needed. The role also reviews partner complaint processes to ensure regulatory compliance (ASIC RG271, LICOP, GICOP), proactively mitigates risks to Zurich's license, and drives continuous improvement through root cause analysis and reporting in line with the Partnerships Framework.

Important to your success – let's grow together

• Advanced level of skill and knowledge across insurance claims.
• Customer service and complaint resolution experience, with the ability to resolve complaints, repair damaged customer relationships, and retain customers at risk of attrition.
• Experience in the application of the Insurance Contracts Act (ICA), and thorough knowledge of compliance requirements specific to ASIC Internal Dispute Resolution (RG271) and relevant industry codes.
• Ability to analyse data, perform root cause analysis, identify trends, and produce actionable insights.
• Experience preparing written correspondence.
• Exceptional communication and stakeholder management skills, with the ability to conduct stakeholder meetings with senior management.

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.

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