Travel Claims Performance & Capability Manager

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.

As our Travel Claims Performance & Capability Manager, you’ll sit at the heart of how we support customers during some of their most challenging moments. This role exists to strengthen the quality, consistency, and customer experience of travel claims delivered through our global network, ensuring every decision reflects our values and protects our customers. You’ll have the opportunity to shape how Zurich partners internationally, driving uplift across performance, capability, and service outcomes.

You’ll play a key role in our digital and operational evolution—bringing insight, accountability, and forward thinking ideas to help us work smarter, simplify processes, and deliver an experience that feels genuinely supportive. Your work will directly influence continuous improvement and help our people and partners deliver exceptional, compliant, and customer focused outcomes.

You will also be responsible for the following:

• Coordinating with global and local teams to ensure claims delivery aligns with Zurich standards, SLAs, and regulatory expectations.
• Monitoring performance trends and translating insights into meaningful improvements across the travel claims journey.
• Leading the oversight of complex claims and escalations to ensure timely, fair, and customer focused outcomes.
• Building strong relationships with internal and external partners to support capability uplift and embed best practice.
• Identify and drive process and service enhancements that strengthen quality and reduce risk.
• Supporting strategic initiatives that improve customer experience and contribute to Zurich’s transformation agenda.

Important to your success – let’s grow together

You’re someone who thrives in a collaborative environment, brings a calm and considered approach, and loves turning insight into action. You build trust quickly, work confidently with diverse stakeholders, and take pride in lifting capability and shaping sustainable change.

In order to be successful, you will have the following:

• Experience managing or overseeing insurance claims, ideally within travel or general insurance.
• Strong understanding of regulatory and operational requirements within a claims environment.
• Demonstrated ability to analyse data, identify trends, and recommend practical improvements.
• Proven experience leading initiatives, projects, or capability uplift across teams or partners.
• Confidence engaging with senior stakeholders and influencing outcomes across regions.
• Background working with or exposure to large operational networks or third party providers.

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!