Workforce Planning Lead - 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.

This is a pivotal new role within the Claims Planning & Performance function, created to uplift, mature, and embed disciplined workforce planning capability within one of Australia’s leading multiline insurance businesses.

As Workforce Planning Leader, you will be responsible for designing and coordinating long‑term strategic workforce plans and mid‑to‑short‑term capacity plans to ensure the Claims business is equipped with the right resources, at the right time, with the right skills.

You will work closely with Claims Crews across a range of products (General Insurance, Life Insurance, Travel Insurance), Planning & Performance Analysts, Operational Excellence Leads, Finance, Actuarial, Underwriters, and frontline leaders to create a unified, data-driven approach to forecasting demand and planning capacity.

While initially focused on Travel Claims, this role is positioned to grow into an enterprise workforce planning capability, expanding into additional claims lines such as Motor, Retail Life, and Property as our planning maturity evolves.

You will also be responsible for the following:

• Leading the development and refinement of long term strategic workforce plans across Claims.
• Building and maintaining robust capacity plans that support operational stability and future growth.
• Designing data rich planning models that guide hiring, training, and seasonal workforce decisions.
• Partnering with Claims leaders to translate business initiatives into measurable workforce impacts.
• Providing clear workforce insights, risk assessments, and planning recommendations to senior leaders.
• Driving the uplift of planning discipline and consistency across Claims Crews.

Important to your success – let’s grow together

You’re someone who thrives in a collaborative, fast moving environment and enjoys bringing clarity to complex operational challenges. You work with curiosity, influence with confidence, and build strong relationships by providing insights leaders can trust.

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

• Experience in forecasting, capacity planning, or workforce analytics in a contact centre or operational environment.
• Strong analytical capability, with proficiency in planning tools or modelling techniques.
• Experience with analytical and data tools, such as SQL, Power Platform, Python, Excel.
• A solid understanding of operational metrics such as AHT, shrinkage, productivity, and service levels.
• Demonstrated ability to partner with leaders and influence decision making through data led insights.
• Experience building, maintaining, or improving forecasting models or planning tools.
• Strong communication skills and the ability to translate technical detail into clear, practical guidance

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!