Head of Claims Excellence

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!

About the business

Zurich’s Claims business in Australia & New Zealand works with companies of all sizes and across all segments including Retail Life, Group Life and General Insurance.

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 Head of Claims Excellence at Zurich Australia & NZ, reporting to the Chief Claims Officer, is responsible for leading strategic planning and delivery, managing key strategic partnerships, and driving the digital transformation agenda. The role collaborates with global colleagues and key partners to enhance operational excellence across Enterprise Claims functions. It oversees financial, operational, and customer performance, working with Crew Leads to improve claims processes, cost efficiency, and workforce planning. This role is also responsible for supporting new growth opportunities and overseeing any significant operating model changes to support the changing business needs.

Additionally, the role focuses on improving the end-to-end experience for employees by enhancing talent acquisition, retention, capability development, and employee engagement. This includes facilitating skill development, career pathways, well-being, rewards, and learning opportunities, fostering a culture of continuous improvement and excellence in claims management.

Important to your success - let's grow together  

• Commercially astute with a strong understanding of the Australian Life, Retail, Group and General Insurance industry and its distribution channels
• Strong market presence and ability to develop and execute strategic plans and company initiatives.
• Proven ability to grow a business and deliver change in a complex insurance environment.
• Strong understanding of the Claims operating process, systems, and people, both onshore and offshore.
• Understanding of technology that supports business operations.
• Business and financial acumen, including knowledge of NPS drivers.
• Leadership experience with skills in building high-performing and engaged teams.
• Growth mindset, resilience, and commitment to learning and improvement.
• Emotional intelligence and ability to foster a culture of trust, innovation, fairness, and openness.
• Required: Program Management Professional certification or equivalent experience.
• Preferred certifications: Certified Scrum Professional, Certified Scrum Coach, and Project Management Professional.

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; Silver 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!